Input by Client Location Toll Free Numb # of IVR Calls Input Method EON Option1: Of

ENGIE 1150 Europe 0 0 0 0

EON Option2: Ro
EON Option 3: Up
EON Option 4: OCID Option 1:N CID Option2: R CID Option 3: ACID Option 4: SS
0 0 0 0 0 0 0
CID Option 5: OGreetings # of Intents ConPS Option 1: NoPS Option 2: Is PS Option 3:Iss PS Option 4:Iss
0 welcome to th 7 1 0 0 0
SS Option 1: NoSS Option 2: MuSS Option 3: Bi SS Option 4: Ch SS Option 5: CheSS Option 6: Su SS Option 7: Ma
0 0 0 0 0 0 0
SS Option 8: MaSS Option 9: Pa SS Option 10: SeSS Option 11: E SS Option 12: Opt
SS Option 13: StSS Option 14: R
0 0 0 0 0 0 0
SS Option 15: S SS Option 16: T SS Option 17: BiSS Option 18: P SS Option 19: RSS Option 20: OSS Option 21: Lo
0 0 0 0 0 0 0
SS Option 22: ASS Option 23: PrSS Option 24: LeSS Option 25:LeSS Option 26: MSS Option 27: WSS Option 28: P
0 0 0 0 0 0 0
SS Option 29: F SS Option 30: F Voice to Digital Proactive Anno Routing Queue Manage IVR Reporting
0 0 testone testtwo test3 test4 test5
IVR Availability Proactive Monito
Deployment MoMACDs (Move, A
Changes and CuITSM Support Customer Identi
0 0 0 0 0 0 0
Self-Service RatInternal TransfeScore-Toll Free Score-# of IVR CScore-Input MScore-Ease of NScore Customer
0 0 #N/A #N/A #N/A 0 0
Score-GreetingsScore-# of IntenScore-PredictiveScore-Self ServiScore-Voice to DScore-Proactiv Score-Routing
#N/A #N/A 2.5 0 #N/A #N/A #N/A
Score-Queue MScore-IVR ReporScore-IVR AvailaScore-ProactiveScore-Deploym Score-MACDs (M
Score-Changes
#N/A #N/A #N/A #N/A #N/A #N/A #N/A
Score-ITSM SupScore-CustomerScore- Self-ServScore- Internal Score-Ease of UScore-Feature RScore-System St
#N/A #N/A #N/A #N/A 0 0 0
Score- Control Score- Business Value Realized Dimension Feature Sub Feature
0 0 Ease of Use Toll Free NumbeMultiple TFNs p
Ease of Use Toll Free NumbeOpCo wise TFN (
Ease of Use Toll Free NumbeServices wise TF
Ease of Use Toll Free NumbeOne TFN across
Ease of Use # of IVR Call Flo Multiple (Separa
Ease of Use # of IVR Call Flo One Call flow f
Ease of Use # of IVR Call Flo One Call flow fo
Ease of Use # of IVR Call Flo Single IVR Call
Ease of Use Input Method DTMF (Dual Tone
Ease of Use Input Method DTMF (Dual Tone
Ease of Use Input Method Keyword based S
Ease of Use Input Method NLP Based Conve
Ease of Use Input Method NLP + Fallback
Ease of Use Ease of Navigat Offers Back Main
Ease of Use Ease of Navigat Routes all NINO
Ease of Use Ease of Navigat Upfront Informati
Ease of Use Ease of Navigat Offers Option f
Ease of Use Customer IdentifNone
Ease of Use Customer IdentifRegistered Mob
Ease of Use Customer IdentifAccount #
Ease of Use Customer IdentifSSN (Last 4 Digit
Ease of Use Customer IdentifOthers
Feature RichnesGreetings Standard - Stand
Feature RichnesGreetings Dynamic - Time
Feature RichnesGreetings Dynamic - Seaso
Feature RichnesGreetings Dynamic - Person
Feature Richnes# of Intents Con<10
Feature Richnes# of Intents Con10 to 50
Feature Richnes# of Intents Con51 to 100
Feature Richnes# of Intents Con100+
Feature RichnesPredictive Servi Not Available
Feature RichnesPredictive Servi Issue Predictio
Feature RichnesPredictive Servi Issue Predictio
Feature RichnesPredictive Servi Issue Predictio
Feature RichnesSelf Service Fea Not Available
Feature RichnesSelf Service Fea Multiple Custom
Feature RichnesSelf Service Fea Billing Summary
Feature RichnesSelf Service Fea Check Status of
Feature RichnesSelf Service Fea Check Service Av
Feature RichnesSelf Service Fea Submit Meter R
Feature RichnesSelf Service Fea Make a Payment
Feature RichnesSelf Service Fea Make a Payment -
Feature RichnesSelf Service Fea Payment Confir
Feature RichnesSelf Service Fea Setup / Enroll i
Feature RichnesSelf Service Fea Enroll in Energy
Feature RichnesSelf Service Fea Opt for Digital Bi
Feature RichnesSelf Service Fea Start Service
Feature RichnesSelf Service Fea Reconnect for D
Feature RichnesSelf Service Fea Stop Service
Feature RichnesSelf Service Fea Transfer / Hom
Feature RichnesSelf Service Fea Billing Plan Cha
Feature RichnesSelf Service Fea Payment and Bill
Feature RichnesSelf Service Fea Raise Service O
Feature RichnesSelf Service Fea Opt for Payment
Feature RichnesSelf Service Fea Locate Facility
Feature RichnesSelf Service Fea Account Updates
Feature RichnesSelf Service Fea Products and Ser
Feature RichnesSelf Service Fea Learn about NG b
Feature RichnesSelf Service Fea Learn about NG
Feature RichnesSelf Service Fea Manage Customer
Feature RichnesSelf Service Fea Web Login Regis
Feature RichnesSelf Service Fea Password Reset
Feature RichnesSelf Service Fea FAQs - Find AC #
Feature RichnesSelf Service Fea Others
Feature RichnesVoice to Digital Not Available
Feature RichnesVoice to Digital Rule Based via
Feature RichnesVoice to Digital Visual IVR
Feature RichnesVoice to Digital Visual IVR with
Feature RichnesProactive Anno Static (Eg: Sta
Feature RichnesProactive Anno Dynamic (Eg: Au
Feature RichnesProactive Anno Personalized (E
Feature RichnesProactive Anno Customer Journe
Feature RichnesRouting Skill based
Feature RichnesRouting Priority based
Feature RichnesRouting Customer histor
Feature RichnesRouting Intelligent (Bes
Feature RichnesQueue Manage Queue Manageme
Feature RichnesQueue Manage Queue Manageme
Feature RichnesQueue Manage Queue Manageme
Feature RichnesQueue Manage Queue Manageme
Feature RichnesIVR Reporting IVR Volumetrics
Feature RichnesIVR Reporting IVR + ACD KPIs
Feature RichnesIVR Reporting IVR + ACD KPIs + Customer Analytics using
Feature RichnesIVR Reporting Omni-Channel Jo
System StabilityIVR Availability < 95%
System StabilityIVR Availability 95 - 98%
System StabilityIVR Availability 98-99%
System StabilityIVR Availability >99.5%
System StabilityProactive Monito
Not Available
System StabilityProactive Monito
Proactive Monit
System StabilityProactive Monito
Proactive Monit
System StabilityProactive Monito
Proactive Monito
Control and OwDeployment MoOn-Premise Hos
Control and OwDeployment MoPrivate Cloud H
Control and OwDeployment MoVendor Cloud Ho
Control and OwDeployment MoOEM Public Clo
Control and OwMACDs (Move, AVendor Depende
Control and OwMACDs (Move, AVendor Depende
Control and OwMACDs (Move, AManaged via Ded
Control and OwMACDs (Move, ACombination of
Control and OwChanges and CuHeavy Vendor D
Control and OwChanges and CuAccess to Inhou
Control and OwChanges and CuMicroservices ba
Control and OwChanges and CuReadily availabl
Control and OwITSM Support Fully Supported
Control and OwITSM Support Fully Supported
Control and OwITSM Support Jointly Support
Control and OwITSM Support Fully Managed b
Business Value Customer Identif<70%
Business Value Customer Identif70 - 80%
Business Value Customer Identif80-90%
Business Value Customer Identif>90%
Business Value Self-Service Rat <45%
Business Value Self-Service Rat 45 - 60%
Business Value Self-Service Rat 60 -70%
Business Value Self-Service Rat >70%
Business Value Internal Transfe>15%
Business Value Internal Transfe10-15%
Business Value Internal Transfe7-10%
Business Value Internal Transfe<7%
Can be done by secondary research
Type Score Weight-FeatureMax Score-FeatMultiplying Factor
Yes Single Select 5
Yes Single Select 10
Yes Single Select 15
Yes Single Select 20 20 20 1
No Single Select 5
No Single Select 10
No Single Select 15
No Single Select 20 20 20 1
Yes Single Select 5
Yes Single Select 10
Yes Single Select 10
Yes Single Select 15
Yes Single Select 20 20 20 1
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5 20 20 1
Yes Multi Select 5
Yes Multi Select 5
Yes Multi Select 5
Yes Multi Select 5
Yes Multi Select 5 20 25 0.8
No Single Select 5
No Single Select 10
No Single Select 15
No Single Select 20 10 20 0.5
Yes Single Select 5
Yes Single Select 10
Yes Single Select 15
Yes Single Select 20 10 20 0.5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5 10 20 0.5
No Multi Select 0
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5
No Multi Select 5 20 145 0.13793103
No Single Select 5
No Single Select 10
No Single Select 15
No Single Select 20 10 20 0.5
No Single Select 5
No Single Select 10
No Single Select 15
No Single Select 20 10 20 0.5
No Single Select 5
No Single Select 10
No Single Select 15
No Single Select 20 10 20 0.5
No Single Select 5
No Single Select 10
No Single Select 15
No Single Select 20 10 20 0.5
No Single Select 5
No Single Select 10
No Single Select 15
No Single Select 20 10 20 0.5
No Single Select 5

60 20 3
No Single Select 10
No Single Select 15
No Single Select 20 60 20 3
No Single Select 5
No Single Select 10
No Single Select 15
No Single Select 20 40 20 2
No Single Select 5
No Single Select 10
No Single Select 15
No Single Select 20 25 20 1.25
No Single Select 5
No Single Select 10
No Single Select 15
No Single Select 20 25 20 1.25
No Single Select 5
No Single Select 10
No Single Select 15
No Single Select 20 25 20 1.25
No Single Select 5
No Single Select 10
No Single Select 15
No Single Select 20 25 20 1.25
No Single Select 5
No Single Select 10
No Single Select 15
No Single Select 20 40 20 2
No Single Select 5
No Single Select 10
No Single Select 15
No Single Select 20 40 20 2
No Single Select 5
No Single Select 10
No Single Select 15
No Single Select 20 20 20 1