CC-2484 - USA (California) - Omni-Channel and Contact Center Platform - Deadline December 5,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2484

Government Authority located in California; USA based organization looking for expert vendor for Omni-channel and contact center platform.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide Omni-channel and contact center platform
- seek a consultant to provide the software, integration, and services needed to replace the current IVR with a complete contact center solution
- seeking a complete transformation of its contact center technology to enhance service quality, increase customer satisfaction, improve insight into the customer’s journey, simplify processes, and provide capabilities to adapt business needs
- to replace the aging on premise IVR with a centralized and resilient solution that integrates with different systems as well as provides additional functionality not currently available
- Omni-channel customer engagement through, but not limited to, phone, SMS, social media platforms, chat, and email.
- Identify the customer through various authentication methods including, but not limited to, direct input, ANI, and biometric options.
-Determine customer intent through various methods including, but not limited to, direct input, speech recognition, predictive analysis.
- Route customer to the appropriate resource to complete transaction
- Integrate with different systems through various means including, but not limited to, API or database queries
- Self-service workflows that allow the customer to complete their transaction without an agent using, but not limited to, direct input or natural language input.
- Skills based routing
- Ability to switch to a different channel during the same transaction
- Analytics, reporting, and dashboards
- Integrated knowledgebase
- Robotic Processing Automation
- Automated call transcription
- Outbound notification through customer’s preferred channel such as call, email, or text message.
- An integrated solution that enables omni-channel customer interactions directly with contact center staff or automated through self-service.
- Provides contact center support management and administrative capabilities such as workforce management, call recording, quality monitoring, reporting, and dashboards.
(2) A pre-proposal meeting will be held on November 8, 2022
(3) All the questions must be submitted no later than November 9, 2022.

[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 : Monday, 5 December, 2022

Pre-proposal Conference Date : Tuesday, 8 November, 2022

Question Answer Deadline : Wednesday, 9 November, 2022

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

Country : USA

State : California

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