Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2321

Government Authority located in Pennsylvania; USA based organization looking for expert vendor for contact center as a service and solution.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide contact center as a service and solution
1. An omnichannel, multi-tenant, interactive CCaaS Platform that aligns with the Customer Service Transformation initiative, enables digital accessibility, accommodates multiple languages, and supports Services that manage platform stand up, integrations, and business area migrations.
2. Hosting and Connectivity that adheres to the Commonwealth’s Information Technology Policies (ITPs).
3. Backend Integration that includes protocols for data sharing with other systems.
4. Security and Compliance that protects information.
5. Next Generation technologies, trends, and roadmaps that improve citizen experience and reduce their customer effort score.
6. Monitoring, Support and Managed Services to ensure stability of the environment and integrations, resolve incidents and problems, fulfil service requests, and provide custom development for tools and applications.
7. Project Management and IT Service Management that aligns with the processes.
(2) All question must be submitted no later than May 6, 2022.
(3) Contract period will be for one year.

[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, 13 June, 2022

Question Answer Deadline : Friday, 6 May, 2022

Category : Call Center and Answering

Country : USA

State : Pennsylvania

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