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CC-1823 - Canada (Ontario) - RFI for Enhanced Call Analytics Services - Deadline January 11,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1823

Government Authority located in Ontario; Canada based organization looking for expert vendor for enhanced call analytics services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide enhanced call analytics services include automated transcription of a large volume (over 30K/hour, over 12M/year, average call length 9min/call) of call recordings in near-real time; call data converted from source language records, user interface and analytics solution is available in French and English; include call recording metadata; automated comprehension/analysis of large volume of data in near-real time; overall management or storage/retrieval of a large volume of information along with the associated security and privacy elements meets CRA requirements; automated processes, where possible, quality assurance and capture of call topics / call drivers; incorporate other forms of communication (multi-channel), including surveys, for a full picture of the client journey; automated, manual and ad hoc business intelligence analytics and reports (filters), identification of emerging trends and issues and functionality to turn data into actionable insights; access based roles and permissions providing the ability to control, manage and monitor access to the information and reports; a flexible solution, compatible with multiple call centre platforms.
- Public-facing general enquiries call centres across Canada (see Appendix B) with agents answering over 12 million calls each year, call recordings hold valuable insights into clients’ conversations, their needs and expectations, as well as their limitations with current services and/or processes.

[C] Eligibility:

- Onshore (Canada Organization Only);

[D] Work Performance:

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

[E] Proposal Submission:

Response should be submitted physically (courier or post).

Expiry Date : Monday, 11 January, 2021

Category : Call Center and Answering, Uncategorized

Country : Canada

State : Ontario

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