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CC-2408 - USA (Rhode Island) - 24 X 7 Inbound and Outbound Telecommunications Relay Services - Deadline August 30,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2408

Government Authority located in Rhode Island; USA based organization looking for expert vendor for 24 X 7 inbound and outbound telecommunications relay services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide24 X 7 inbound and outbound telecommunications relay services
- The relay location must be operational with full service 24 hours per day, 7 days per week including holidays on a continuous basis
- The relay location(s) must be capable of handling all types of intrastate and interstate calls
- A one-lata state and does not have inter-lata, intrastate telephone traffic within the State
- provide callers with access to local and long distance directory assistance. Relay users should be able to ask the relay operator to dial directory assistance to make the request of local or long-distance telephone number(s).
- Local directory assistance should be billed to the relay users at the same rate that would be billed by the incumbent local telephone company directly servicing
- Long distance directory assistance should be billed at the long-distance carrier’s rate or at the rate of the carrier used for the long distance directory assistance call
- All calls shall be and remain totally confidential, and therefore no written or electronic script shall be kept beyond the duration of the call. Communication Assistants (CAs) and supervisory personnel shall not reveal information about any call, except the minimum necessary for billing purposes
- Shall have satisfactory procedures for receiving, transmitting, and tracking emergency calls. Communication Assistants (CAs) of the relay company shall be trained to handle such calls.
- The relay provider must use a system for incoming emergency calls that, at a minimum, automatically and immediately transfers the caller's telephone number to the nearest Public Safety Answering Point (PSAP) of E911 service
- except during network failures, 85% of all calls must be answered within 10 seconds on a daily basis.
- A toll-free voice/TTY telephone number, toll-free fax number, an electronic address and a mailing address to which communications can occur regarding a complaint to customer service
- A “Frequently Asked Question” section that provides questions and answers asked by relay end-users.
- Promotional information to encourage the direct dialing of 911 emergency services by relay users.
- Promotional information to encourage the direct dialing of 711 relay access by the general public.
(2) Approximate historical call volume is 95 and billable minutes are 9360.

[C] Eligibility:

Onshore (USA organization Only)

[D] Work Performance:

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

Expiry Date : Tuesday, 30 August, 2022

Category : Call Center and Answering

Country : USA

State : Rhode Island

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