CC-2405 - USA (Utah) - RFI for Contact Center Solution - Deadline August 15,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2405

Government Authority located in Utah; USA based organization looking for expert vendor for contact center solution.

[*] Budget: Looking for Proposals

[*] Scope of Service:

Vendor needs to provide contact center solution.
- Agency must maintain and support each system and the separation of data workflows, while at the same time, managing the system as a centralized service offering.
- IVR alert messages: The ability to have customers edit a prompt in their IVR via the phone in the event of a system outage/broadcast message. There should be able to be multiple prompts that can be edited this way within a single call flow to allow targeted messaging.
- The ability to look ahead at queue activity before queuing a call: We use various data points from current activity in a given queue to make decisions before queuing a call.
- The ability to store structured data accessed via the IVR outside of IVR programming: We currently utilize a few different methods to store structured data (tables, strings, secret strings, etc) outside of the IVR configuration so that these elements can be edited by lower level users without risk directly to the IVR programming.
- Features that we are considering in a new system include:
● Robust API support (for call routing, custom reporting, billing and agency application integration)
○ Platform APIs to enable access from 3rd party systems
○ The ability to consume 3rd party APIs (SOAP and REST) from the platform
● Workforce Engagement Management Services
● Outbound Dialer (Agent and Agentless campaigns)
● Speech Recognition
● Text to speech (natural language)
● Artificial Intelligence (BOTS) - Based on Gartner, Artificial Intelligence will become a foundational element upon which contact center software is created. Almost all key application features will leverage some form of AI.
● RPA (Robot Process Automation)
● Integrations with CRM (proprietary and 3rd party)
● SMS, Email, Web Chat
● User level and ACD Voicemail
● Virtual Hold/Call-backs
● Real Time Translations
● Omnichannel
● Gamification
Known or expected product development and/or roadmap for future development of solution
● Carriers utilized for voice traffic and the process to determine what is used within the solution
● Number Portability and process
● Existing state and public cooperative contract availability
○ Please determine if there are existing participating addendums to utilize for immediate purchase or if one would need to be established

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

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

Expiry Date : Monday, 15 August, 2022

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

Country : USA

State : Utah

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