CC-2337 - USA (Oregon) - Contact Center System - Deadline June 10,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2337

Government Authority located in Oregon; Canada based organization looking for expert vendor for contact center system.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide contact center system.
- Contact Center systems that could improve services for its customers using a central point where it can manage all customer interactions across various channels. This will help increase productivity, provide necessary reports, and have all needed functionality within one system.
- High quality multilingual virtual agent that can converse with state diverse population online via chat to chat, using both automated templates and live agents.
- Automatic callback features i.e. not dialing out.
- Restriction of certain functionalities depending on agent type.  Including restrict ability to dial out for specific agents.
- Agent monitoring.
- Queue management.
- Artificial intelligence voice response.
- Call recording.
- Email template response.
- Email tracking and assigning to designated departments.
- Task assigning.
- Phone tree capabilities.
- Reporting capabilities including length and type of calls.
- Natural language options that allows humans and computers to communicate conversationally.
- Ability to send information to customers via text.
- Ability to interface with multiple phone systems if needed.
- Cloud based system to support remote worksites.
- Ability to co-browse screens and work collaboratively with the customer to solve problems by using screen annotations to solve problems in real time (agent can securely co-navigate the website thereby creating a more personalized form of customer service and interaction).
- Identify what types of reporting are built in to the system. Are they customizable, and how are those accessed?
- Explain any security measures your system provides for preventing and recognizing unauthorized access.
- Any other ideas, product suggestions or information that would help to understand the breadth of services offered by your application.
- to receive incoming and outgoing calls is Unify.
- Artificial Intelligence Interactive voice response and webchat system called Watson to allow customers to communicate with computers and provide answers and links to the website to help answer basic questions.

[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 : Friday, 10 June, 2022

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

Country : USA

State : Oregon

RFP Expired

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