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CC-1529 - USA (Arizona) - Voice, Network and Contact Center Services - Deadline February 2,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1529

Government Authority located in Arizona; USA based organization looking for expert vendor for voice, network and contact center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide voice, network and contact center services.
A. Contact Center Services and Platform
- 24 X 7 inbound and outbound call center service
- Context service to help businesses track their interactions with customers
- Web based reporting that is intuitive and end user friendly
- Multiple on-hold, on-queue wait-time sources for recording Services (e.g., music on hold, announcements on hold, music and custom announcements during wait times in queues, etc.). Call trace feature to track malicious calls. Users must have the ability to track calls and display information that identifies the source of the call. The call must be capable of being recorded.
- Automatic alerting and notification through various channels including but not limited to emails, screen pops, page out, call out, texting and SMS for the purposes of notifying agents of calls in queue.
B. Network, Security and WIFI
- To include the current environment of the state, communications assets, the required future state services, SLRS, implementation timelines and other facts that are essential for contract performance
C. Voice and Unified Communications
- Contractor will be responsible for the complete design, installation, or provisioning of Voice over Internet Protocol capable Voice communications equipment or Services, for approximately 40,000 users including Virtual workers, at facilities located across the state of Arizona.
- The state has a high degree of interest in a cloud-based solution otherwise known as contact center as a service however is not opposed to premise-based solution offerings
- The state expects that as part of the contractor response the contractor would detail their advantages to a cloud or on-premise solution
(2) Approximate call volume is 1.75 million inbound calls per month.
(3) An optional pre-offer conference will be held on October 29, 2019.
(4) All question must be submitted no later than January 17, 2020.

[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 : Sunday, 2 February, 2020

Pre-proposal Conference Date : Tuesday, 29 October, 2019

Question Answer Deadline : Friday, 17 January, 2020

Category : Call Center and Answering, Networking Services and Supplies, Software, System and Application, Telecommunication Services, Supplies, Components, Accessories or Related Equipments

Country : USA

State : Arizona

Cost to Download This RFP Document : $ 9

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