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CC-1715 - USA (Florida) - Contact Center Solution - Deadline July 30,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1715

Government Authority located in Florida.; USA based organization looking for contact center solution.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide contact center solution.
- Provide a description of the on-prem, hybrid or cloud-based call center or phone system environment,
- Describe the vendor’s method for assuring Telephony Quality of Service,
- Please provide illustrations of your proposed platform with detailed information regarding hardware and software requirements. Include any onsite configuration changes that would be essential for a successful implementation of managed solution including client software installations, servers, IVR, Automated Attendant, databases, PBX, etc.
- Provide the topology of the proposed system, including all hardware, showing using UCF’s PSTN connectivity, LAN connectivity, and transport,
- Standard Call Center Solution Features Automatic call distribution, Skills Based Routing,
Interactive Voice Response, Call Recording – HIPAA compliance, Call Back Queuing,
- Describe how a call can be rerouted if an agent does not pick-up the call,
- Ability to report on outbound calls within the same parameters as inbound call reporting,
- Real-time reporting displays metrics (call rates, agent idle time, the customer holding time, abandonment rates, etc) in real-time. This helps managers to make data-driven decisions that can have an immediate impact.
(2) All questions must be submitted no later than June 12, 2020.

[C] Eligibility:

Onshore (US Organizations 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 : Thursday, 30 July, 2020

Question Answer Deadline : Friday, 12 June, 2020

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

Country : USA

State : Florida

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