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CC-2395 - USA (Kansas) - Call Center Software - Deadline August 5,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2395

Government Authority located in Kansas; USA based organization looking for expert vendor for call center software.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide call center software.
1. Reporting:
- The standard expectation is the ability to schedule and email, filter, modify, and have permissions for department reports. Please provide a review of reporting options and examples. Agency has interest in reports that review queue stats, call stats by calling number, agent stats, and general call trends.
2. Recording:
- Recordings are preferred for training, there are no current audit requirements. Please provide storage details. Recording library needs to be easy to navigate through the general interface, search functions based on call details like agent, call number, date, team, etc.
3. Scheduling or queue functionality:
- Agency call centers are unique from one another, notably when it comes to schedules and the need to open or close based on events. For this we require a user-friendly interface to perform open or close queue functions, as well as easy scheduling.
4. Skills based routing:
- This is agency preferred method for managing agent criteria for answering queue calls.
5. Agent routing:
- Of the available agents, the successful vendor will have agent selection options such as highest skilled, round robin, longest idle, least calls handled, most calls handled, etc.
6. Queue transfers:
- Ability to transfer between call centers during times of no availability, executed by automated script logic.
7. Selective call answer:
- Ability for agents to manually retrieve a call from the queue based on stats about the call or stuck in queue.
8. Time of day routing:
- Based on defined times of day, a queue selection may have the caller specifically route based on coverage or availability.
9. Omni-channel:
- Integration with email and chat, with access to templates for common QA.
10. Knowledge base or agent assist:
- Due to the nature of students rotating in and out of the work force per semester, there is a need to have a per call or chat interaction where the agent can see a guided approach to helping the customer.
11. Logic flow functions:
- Per queue hold music, position in queue, emergency messages (even if people are in queue and need to start hearing the emergency message), and voicemail interaction.
12. Call-back:
- Ability to initiate a call back to a number in queue.
13. Supervisor functions
- Manage agent state, live stats of queues and agents, silent monitor, trainer or trainee interaction on a single call.
14. Integrations
- Service Now.
- Team Dynamix.
- Teams.
- Skype.
(2) All question must be submitted no later than July 27, 2022.
(3) A contract period will be for five years.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Friday, 5 August, 2022

Question Answer Deadline : Wednesday, 27 July, 2022

Category : Call Center and Answering

Country : USA

State : Kansas

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