CC-1807 - USA (California) - Inbound and Out bound Call Center Computer Software - Deadline December 4,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1807

Government Authority located in California; USA based organization looking for expert vendor for to provide inbound and out bound call center computer software.

[A] Budget: Looking For Proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound and out bound call center computer software for Department of Behavioural Health,
- The call center computer software shall include the software platform, system configuration, set up services, end user training, system administration training and post-implementation support,
- To provide data reporting and software training will give due consideration to alternative approaches for conducting the requested call center computer software,
- Ability to connect a single or multiple main phone lines,
- Initial capacity to support 6 to 12 phone call agents,
- Minimum of 12 concurrent call agent connections,
- Ability to add additional call agents,
- Unlimited concurrent calls,
- ACD (Automatic Call Distribution),
- Interactive Voice Response system that enables the dial pad for identification, segmentation and routing of callers to the most appropriate agent within team,
- Call Queues provide call queuing experiences with features such as queue callback, queue to voicemail and custom music and messages,
- Call Control provide call control features such as hold, mute, blind and warm transfers, call forwarding, and call conferencing,
- Call center independent upon call agent location – multiple locations,
- Transfer calls independently of call agent location,
- Phone tree capability, Caller Identification,
- Ability to accept and route phone calls or callers from one primary line, 
- Monitoring of all call agent activities, Redundancy for primary system failure  
- Power failure contingency continued use of system 
- Flexible and configurable system, Automated scheduling, Phone forwarding capability,
- Health Insurance Portability and Accountability Act Electronic Protected Health Information Compliant, Guaranteed short deployment timeline 
- Browser based application, Ability to self-administer users and permissions 
- Ability to add and remove features, User training materials, Access to 24/7 technical support 
- 15 to30 day user evaluation period, System configuration and setup services 
- End User System Training – How to use the system 
- System Administration Training – How to administer the system 
- Service Level Agreement terms. 2 to 4 hour maximum response time 
(2) All questions must be submitted no later than November 9, 2020.
(3) A contract term will be for one year.

[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 : Friday, 4 December, 2020

Question Answer Deadline : Monday, 9 November, 2020

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

Country : USA

State : California

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