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CC-1293 - USA (Colorado) - Contact Center Solution and Optional Unified Communications System - Deadline November 28,2018

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1293

Government Authority located in Colorado; USA based organization looking for expert vendors for contact center solution and optional unified communications system.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide contact center solution and optional unified communications system to include the delivery and installation of all equipment, completion of all training including Solution management training for authority system administrator and help desk personnel resolution of any installation issues to the satisfaction, delivery, documentation, and review with the Authority of Solution.
- Customer Service provided hours of operation are from 7:00 AM –7:00 PM., These agents are
taking customer calls such as adding cars/license plates to a customer’s account, answering questions about billing and account information, updating account information and other customer service calls, group receives on average 80,000 calls per month and a 1.6% abandoned rate. In August 2018 the customer service group received 95,600 calls.
- Spanish-Speaking Customer Service to receives on average 6000 calls per month, the average
speed of answer is 00:25 and the average handle time is 5:14.
- Communication Center to agents receive calls from motorists that require assistance while on the highway and receive on average 59 calls per day weekdays and 26 on weekends.
- Voice over IP network readiness, and quality and performance expectations The Authority expects that the Solution will meet its definitions of VoIP quality and reliability and will meet its minimum acceptable performance for VoIP telephone systems.
- Telephone calls will be free of echo, choppiness, sound artifacts, poor sound quality and dropped calls.
 (2) A pre-proposal tele-conference will be held on October 31, 2018.
(3) All question must be submitted no later than November 14, 2018.

[C] Eligibility:

Onshore (USA Only)

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Wednesday, 28 November, 2018

Pre-proposal Conference Date : Wednesday, 31 October, 2018

Question Answer Deadline : Wednesday, 14 November, 2018

Category : Call Center and Answering, Software, System and Application

Country : USA

State : Colorado

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