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CC-1995 - Canada (Ontario) - Contact Centre as a Service - Deadline July 12,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1995

Government Authority located in Ontario; Canada based organization looking for expert vendor for contact centre as a service.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide 24 X 7 X 365 contact centre as a service.
- The Contractor must provide a Service Desk that performs the following functions:
- acting as the primary point of contact for Incidents reported by Canada 24 hours per day, 7 days per week, 365 days per year;
- answering and continuing the subsequent Level 1 and Level 2 dialogue using the official language of Canada (French, English) requested by the caller;
- interacting with Canada’s representatives as designated by Canada’s Service Desk;
- providing a unique and dedicated toll-free telephone number (e.g., 1-800 number) for Canada’s authorized representatives to access the Service Desk; and
- providing a single email address for Canada’s authorized representatives to access the Service Desk
- 1 dedicated Genesys Cloud Application Engineer to provide 24 hours, 7 days per week operations support for:
- providing general guidance/bestpractice adherence for the configuration and operation of the Genesys Cloud platform;
- planned back log activities;
- performing move, add, change, delete (MACD) functions: users, stations, workgroups, roles, ACDs, account codes, skills, schedules etc,
- performing configuration enhancements and modification;
- adding or modifying call flows;
- coordinating requirement gathering discussions;
- coordinating formal work order delivery and project execution;
- project related change control activity;
- participating in production migration activity and operational handoff;
- updating operational documentation,
- management of incident tickets: troubleshooting and incident triage, collection of logs and additional supporting information, communication with point of contact for the ticket, escalation of issues to higher tier support, coordination to transition high priority incidents to the Care team, participation in calls for P1 and P2 incidents, ensure delivery of root cause analysis for all P1 and P2 incidents, coordination with Care team to ensure root cause analysis for P3/P4 incidents are provided when requested by Customer,
- perform daily health checks;
- real time resolution of issues discovered during health checks
- adhoc and historical reporting.

[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.

Expiry Date : Monday, 12 July, 2021

Category : Call Center and Answering

Country : Canada

State : Ontario

Cost to Download This RFP Document : $ 9

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