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

RFP Expired

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