CC-1822 - USA (Texas) - Cloud Based Call Center Services - Deadline December 11,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1822

Government Authority located in Texas; USA based organization looking for expert vendor for cloud-based call center services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide cloud-based call center services. There are approximately 360 concurrent agents in numerous call center groups.  We have moved many of our agents to home offices and have found that a cloud-based solution will provide better connectivity, reliability and flexibility.  We are searching for a complete solution that includes a unified interface to Workforce Management, Call Recording, Analytics and Quality Management from one provider that is recognized in the top right quadrant of the Gartner Magic Quadrant for CCaaS.
There are approximately 360 Concurrent Agents (~600 built) in the numerous CC groups.  The largest of these groups are:
• Patient Access Center – Assists patients with scheduling. (60 agents)
• Nurse Triage – Directly connects patients with nurses. (40 agents)
• Orthopedics Group – Operates as a separate practice. (80 agents)
• Neurosciences Group – Operates as a separate practice. (30 agents)
- Many of the other groups are very small. There are currently 440 vector directory numbers with nearly as many active vectors (call flows) used to route calls into these groups. Half of the 360 agents are now remotely deployed.  Many are work from home agents using a VPN to connect back to the core.  

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

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

Expiry Date : Friday, 11 December, 2020

Category : Call Center and Answering

Country : USA

State : Texas

RFP Expired

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