CC-1472 - USA (Nevada) - Cloud Contact Call Center - Deadline September 6,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1472

Government Authority located Nevada; USA based organization looking for expert vendor for Cloud Contact Call Center.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide Cloud Contact Call Center to provide Cloud Based Contract Call Center to operates Monday through Friday for 8:00 AM to 5:00 PM, The call center receives incoming calls; It does not place outbound calls.
- provide cloud-based contact center with features such as voice transport services, interactive voice response (IVR), automatic call distribution (ACD), queuing, agent and supervisor connectivity, technical support and initial setup and training.
- must be able to retain existing toll-free number, 1-866-962-3707
- must be able to migrate current Telax cloud-based contact center
- ability to monitor the number of calls and the percentage answered within user specified timeframes
- capability to record inbound and outbound calls, and maintain those recordings, for up to 120 days
- capability to search for a recording by the incoming phone number, the outgoing phone number, the time, the date, the subject, and the call center agent
- Call Distribution – An hour by hour summary of call statistic by queue (shows unique calls queued);
- Call Management Analysis
- After Hours Calls
- Unanswered Calls
(2) A contract period will be for four years.
(3) All Questions must be submitted no later than August 16, 2019.

[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 : Friday, 6 September, 2019

Question Answer Deadline : Friday, 16 August, 2019

Category : Call Center and Answering

Country : USA

State : Nevada

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