CC-2418 - USA (Arizona) - Inbound and Outbound After-Hours Call Answering and Dispatch Services - Deadline September 6,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2418

Government Authority located in Arizona; USA based organization looking for expert vendor for inbound and outbound after-hours call answering and dispatch services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound after-hours call answering and dispatch services for emergency and non-emergency calls received on 5 separate phone lines during and after normal business hours, weekends and holidays.
- Answering service needs to be provided 24 hours per day 7 days per week with varying times calls will be forwarded during regular business hours, after hours, weekends, and holidays. Incoming calls will be for both emergency and non-emergency situations, and most calls will require a follow-up dispatch call.
- Two STR emergency notification phone lines from 2:00 p.m. to 7:00 a.m. Monday through Friday and for 24-hours on Saturday, Sunday and holidays.
- One PWD facilities operations division support services line from 5:00p.m. to 6:30a.m., Monday through Friday and for 24-hours on Saturday, Sunday, and city observed holidays.
- One AHCN phone line 24-hours per day, 7-days per week.
- One WSD line on as needed basis.
- Must have email and text message and telephone dispatching capabilities that are compatible with Microsoft Outlook email system and the Verizon text and voice message system.
- Provide calling protocol tree to consultant to allow for streamlined call routing for unanswered or non-response calls and texts to the city.
- Notify the consultant of any service deficiency in writing and allow the service provider twenty-four (24) hours to cure any deficiency.
(2) All questions must be submitted no later than August 19, 2022.
(3) A pre-proposal meeting will be held on August 17, 2022.
(4) Contract term will be five years.

[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 : Tuesday, 6 September, 2022

Pre-proposal Conference Date : Wednesday, 17 August, 2022

Question Answer Deadline : Friday, 19 August, 2022

Category : Call Center and Answering

Country : USA

State : Arizona

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