There are 2 phases in general –
In Implementation , the first important point is technology/ tool selection, infrastructure setup ( office, internet, power & backup , etc), implementor ( do you want to implement it your self), basic requirements, design, E1/T1 connectivity , etc
Do you want disaster recovery?
From technology point , Avaya or Cisco are preferred.
Technology cost would be USD 200 k upwards. This does not include the servers and agent desktops, routers etc.
Implementation would normally take 2-3 months and there is a cost to it as well
Operation includes –
Trainer Support Personnel
Each of these has cost associated.
If you looking for advanced CC , then you need to add –
Quality Management – USD 150-200k
Disaster Recovery – USD 50-70 K.
Your E1/T1 connection that you take from local service provider also has to be costed.