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CC-1907 - USA (Ohio) - Cloud-Based Contact Center Solution - Deadline April 13,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1907

Government Authority located in Ohio; USA based organization looking for expert vendor for cloud-based contact center solution.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide cloud-based contact center solution to support our brand and to ensure our ability to evolve along with our customer demands. Our current on premises platform includes inbound/outbound services, chat services, quality management with 100% recording and screen capture, workforce management and performance management solutions. We are seeking a single software as a service (SaaS) platform that can scale with comprehensive reporting across all business units.
• Blended inbound and outbound interactions.
• Integration with Oracle CC and B billing system and other GCWW systems via web services.
• Multiple channels of communication.
• Implementation services.
• Integration with premise and cloud-based telephony.
• Training and education services.
• Support services.
1) Inbound (with Virtual Queue) Customer Service
a) 70 total agent licenses – 6 supervisors, 6 senior agents, 44 call center reps taking ACD calls and making virtual queue type callbacks, another 14 people log in for Billing/Ops Collections and Field Services with very limited ACD.
b) Total of 11 inbound services taking external customer calls at different priority levels, 6 of these containing virtual queue functionality to request a callback instead of waiting in queue.
c) 4 internal only “assist” services where senior agents or supervisors can answer rep questions or transfer customers for escalations.
d) All calls are 100% recorded. Most agents have screen capture for 100% of calls. Call recordings must be available in near real time after the call completes.
e) All agents have direct inward dial phone numbers
2) IVR
a) 2 main customer self-service scripts (GCWW main number and AlexRenew)
i) Self-service options include making a payment, looking up account/billing information, requesting a payment extension, looking up service order appointment times, etc.
ii) Emergency Message capability allows for supervisors to call a phone number, record a message for customers to hear at the top of the IVR and activate/deactivate the playing of that message all over the phone quickly from anywhere.
3) Outbound Dialing
a) Blaster/robo calls and virtual queue callbacks only, no predictive dialing.
b) 12 different blaster call IVR scripts that play a message, give the customer an option to enter a self-service IVR if we detect a live person and then update the account via web service to indicate the call was made.
Public Services Call Center
1) Inbound (with Virtual Queue) Customer Service
a) 10 total agent license – 1 supervisor, 9 call center reps taking ACD calls and making virtual queue type callbacks.
b) Total of 3 inbound queues taking external customer calls at different priority levels
c) All calls are 100% recorded. Screen capture is not used at this time.
d) All agents have direct inward dial phone numbers
- For more information describe in document.

[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 : Tuesday, 13 April, 2021

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

Country : USA

State : Ohio

RFP Expired

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