X
X

CC-1618 - USA (Texas) - RFI for Enterprise Contact Center Services and Solution - Deadline April 7,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1618

Government authority located in Texas, USA; based organization looking for expert vendor for enterprise contact center services and solution.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 X 365 inbound and outbound enterprise contact center services and solution for operates Monday thru Friday 7AM to 7PM Eastern Standard Time.
- contact center includes approximately 200 agents with approximately 4,000 inbound and 7,000 outbound calls monthly
- capability for a network call queue (a single queue or multiple queues according to VA needs) to manage the routing and distribution of public contacts from multi-media channels such as voice, text, chat, email, facsimile, and VA web sites
- Capability to manage its specific network queue, call routing algorithms, contact center agent profiles, and reports within the call management services
- capability to define business routing rules such as hours of operation, including holidays, weekends, special days etc.
- capability to transfer calls, chat and text sessions between contact centers within the managed service
- capability to answer all calls within 3 ring cycles for 99 percent of the offered call volume
- Ability for agents to dial a toll free or local direct access number
- Ability for contact center agents to be contacted via 1 or more toll free numbers or direct access numbers
- Ability to make an outbound call via desk phone or soft phone to pay line, international, and toll-free numbers.
(2) Veterans place approximately 140 million phone calls to the VA each year to numerous phone numbers.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

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

[E] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Tuesday, 7 April, 2020

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

Country : USA

State : Texas

Cost to Download This RFP Document : $ 9

You can either pay for Single RFP/Bid document or Subscribe with Monthly Subscription for whole Call Center and Answering, Software, System and Application Category/Categories.

If you will obtain monthly subscription for Call Center and Answering, Software, System and Applicationcategory/categories, you will be able to access all the RFPs from that Category. Here are the Monthly Subscription offers. So, subscribe for Monthly offers and get rid of Individual RFP payment.

*No commitment =
(1) There is no minimum commitment.
(2) You can subscribe for as less as 1 month and cancel it any time. If you subscribe for annual offer, you can cancel it any time within year.
(3) There is no partial refund policy after Monthly or Annual subscription. You will be required to use services for a Month (Or Year since you have availed discounted pricing).
(4) You can cancel your subscription any-time directly from your PayPal account to stop further recurring charges before next due date.
(5) You will be able to download all RFPs for subscribed Category or Location without any extra cost.

Similar RFPs