CC-2464 - USA (Nevada) - 24 X 7 X 365 Telecommunications Relay Services - Deadline November 2,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2464

Government Authority located in Nevada; USA based organization looking for expert vendor for 24 X 7 X 365 telecommunications relay services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide 24 X 7 X 365 telecommunications relay services statewide relay services 24 hours a day, 365 days a year
- Callers must be able to place calls from anywhere in the world where telecommunications systems exist and from any locations reachable by wireless services and must be able to use a toll-free access number.
- Provide a 24-hour, toll-free customer service number for both English and Spanish users.
- The relay system shall comply with all federal communications commission existing standards and regulations,
- Provide the location of the call center which will provide service to relay users.
- The number of calls handled monthly by the center.
- Current capacity utilization.
- Any expansion capability and plans.
- Complaint and commendation statistics for the past year.
- Provide a customer profile database to assist in making relay calls more efficient.  The database will include call preferences such as type of call, speed dialling, slow typing, carrier of choice, etc. If a relay user states a preference for a type of call, such as american standard code information interchange (ASCII), voice carryover (VCO), speech-to-speech (STS), etc. this preference will override the automatic branding.
- The user’s information contained in the database may not be used for any purpose other than to connect the relay user with the called parties desired by that user. Such information shall not be sold, distributed, shared, or revealed in any other way by the vendor or its employees, unless compelled to do so by lawful order.
- The vendor must use a system for incoming emergency calls that, at a minimum, automatically and immediately transfers the caller to an appropriate public safety answering point. This system will be explained in the vendor’s proposal. In addition, a CA must pass along the caller's telephone number to the PSAP when a caller disconnects before being connected to emergency services.
- The relay service shall answer 85% of all calls within 10 seconds by any method which results in the user’s call immediately being answered, not put in a queue or on hold. The vendor will provide adequate staffing to ensure this ASA is met on a daily basis and has the capability to meet potential long-term increases in call volume and short-term spikes in calls. The relay system shall allow callers the ability to interact with voicemail and answering machines.
- The system must allow the relay agent to record messages from answering machines or voice mail and then relay the message to the caller. The system must provide for deletion of the recorded message once the relay call is completed.
- The awarded vendor will have procedures for handling complaints, inquiries, comments and commendations from relay users. Those procedures shall be described in appropriate printed and online outreach material for relay services
(2) All question must be submitted no later than October 05, 2022.
(3) A contract period will be for one year.

[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 : Wednesday, 2 November, 2022

Question Answer Deadline : Wednesday, 5 October, 2022

Category : Call Center and Answering

Country : USA

State : Nevada

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