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CC-1441 - USA (Washington) - Cloud-Based Telephone Answering Services - Deadline July 16,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1441

Government Authority located in Washington; USA based organization looking for expert vendors for cloud-based telephone answering services.

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide cloud-based telephone answering services and assist in the implementation and training. Integrated Voice Response services will be used to manage all incoming calls to the District and will allow for callers to be routed to appropriate terminations based on menu options. The solution must be scalable during high call volumes in order for callers to not receive a busy signal.
- Access to customer premise for installation will be allowed during normal business hours, which are 8:00am – 5:00pm PST.
- Vendor must provide a cloud-hosted IVR solution that allows for calls to be routed to a minimum of three defined end points (two of which are toll free numbers). One of the endpoints is the District’s Cisco Auto Attendant. This will remain in place for further routing of calls. IVR menu options should have the ability to be in multiple languages (English and Spanish required).
- The District received 168,453 calls into its phone system in 2018, with the peak day being 3587 calls. Of these calls 93,740 hit the auto attendant and were routed from there.
Functional/Technical
- Ability to provide unlimited inbound calls without callers receiving a busy signal
- Ability to provide all callers with one local (509 area code) number to call
- Ability for IVR system to route calls to multiple end points including two different toll-free numbers
- Ability for menu options to be in multiple languages (English and Spanish required)
- Describe any system requirements for clients accessing the administration console of the solution, including any web browser version dependencies
(2) All question must be submitted no later than June 27, 2019.
(3) The contract term will be for one year.

[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 : Tuesday, 16 July, 2019

Question Answer Deadline : Thursday, 27 June, 2019

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

Country : USA

State : Washington

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