CC-1994 - USA (Texas) - Contact Center as a Service - Deadline July 12,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1994

Government authority located in Texas; USA, based organization looking for expert vendor for contact center as a service.

[A] Budget: looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide contact center as a service to replace the current on-premise contact center, interactive voice response, and call recording solutions with a Contact Center as a Service system.
- to implement a predictive dialer (outbound call center) as either part of the CCaaS or a separate solution.
- using Salesforce (Lighting Version) as its Customer Relationship Management (CRM) solution for its call center operations
- to optimize the productivity of its employees within its Customer Service and Business Development call units by eliminate manual processes, reduce call times, and to provide the highest level of customer service.
- capability of handling inbound and outbound voice calls
- capability of handling inbound and outbound emails
- capability of handling omni-channel communications in different language (Spanish/English/Vietnamese).
(2) Approximately call volume will be 410627 call minuts.
(3) A pre-proposal conference will be held on June 8, 2021.
(4) All questions must be submitted no later than June 9, 2021.

[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 : Monday, 12 July, 2021

Pre-proposal Conference Date : Tuesday, 8 June, 2021

Question Answer Deadline : Wednesday, 9 June, 2021

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

Country : USA

State : Texas

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