Problem
MAS Bank has an old outdated Customer service system from the 1980's-2000's, that doesn't comply well with the banks expectations because the system is so old. Customers are facing delay responses from the respective department when calling the bank to inquire or purchase the bank's products. Due to MAS bank having an outdated Customer service system with many issues, they are in the market to buy a new Customer service software to receive calls from customers and place these calls in que and sort these calls department or task wise, direct the inquiries to relevant people, also monitor the response time for the inquiry or for the assistance, while performed within stipulated time, that is set by the bank. Maybe MAS Bank really envoy's Genesys CX 1 products and services and is highly considering switching to their system.
Determine each of the nonfunctional and functional requirements for the proposed information system.