X
X

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

RFP Expired

You can either pay for Single RFP/Bid document or Subscribe with Monthly Subscription for whole Call Center and Answering, Software, System and Application Category/Categories.

If you will obtain monthly subscription for Call Center and Answering, Software, System and Applicationcategory/categories, you will be able to access all the RFPs from that Category. Here are the Monthly Subscription offers. So, subscribe for Monthly offers and get rid of Individual RFP payment.

*No commitment =
(1) There is no minimum commitment.
(2) You can subscribe for as less as 1 month and cancel it any time. If you subscribe for annual offer, you can cancel it any time within year.
(3) There is no partial refund policy after Monthly or Annual subscription. You will be required to use services for a Month (Or Year since you have availed discounted pricing).
(4) You can cancel your subscription any-time directly from your PayPal account to stop further recurring charges before next due date.
(5) You will be able to download all RFPs for subscribed Category or Location without any extra cost.

Similar RFPs