CC-2487 - USA (California) - Inbound Hosted Contact Center Selection and Migration Services - Deadline November 30,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2487

Government Authority located in California; USA based organization looking for expert vendor for Inbound hosted contact center selection and migration services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide Inbound hosted contact center selection and migration services.
- Should be cloud hosted, with no or minimal, additional on-premises infrastructure components being required.
- Must support inbound voice telephone calls.
- Must allow for Inbound call routing based on queues.
- Must support split-skillsets.
- Must support multiple languages for specific contact centers or skillsets, including transcription.
- Must support wrap up or disposition codes for specific contact centers.
- Must support automated customer call back during long wait times.
- Must support outbound agentless campaigns, such as delivery of pre-recorded messages and Short - Message service (SMS) or text messaging.  
- Must support various business hours (24x7, 8-5, etc.) dependent on the specific contact center.
- Must allow for alternate customer experience during off hours.
- Must allow for telephonic signature capability.
- Must support cloud bursting to accommodate seasonal demand.
- Should support phone, web, chat, email, social media and SMS customer interactions and allow agents to maintain asynchronous interactions across messaging platforms.
- Should provide singular view of customer history across all communication mediums.
- Should support outbound voice telephone calls.
- Should be capable of customer relationship management (CRM) integration and providing agent screen pop for all incoming interactions with customer history.  
- Should allow for visual display of agent script.
- Should allow chat transcripts to be shared with customers.
- Should be capable of supporting text to speech.
- Should allow for both blind and consultative call transfers.
- Should allow for supervisor or agent communication both inside and outside of calls.
- Should allow for voice caller input via both dual tone multi-frequency (DTMF) and direct speech.
- Should be capable of providing caller’s queue place and approximate wait time.
- Should allow for email communication to be routed to the last agent who worked with the customer.
- Should support service level definition for each contact center and allow for adherence monitoring.
- Should allow service level definition per skills and provide recommended staffing per skill.
- Basic real time and historical voice analytics reporting includes active agents, calls waiting, oldest call, average answer speed, abandoned calls, average abandoned time, average call time, flow out, call busy, call disconnects, calls by disposition code, staffed time, after call work time, average after call work time, ring time, calls handled, calls by split, hold time, hold calls, time in auxiliary mode.
(2) All question must be submitted no later than November 02, 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, 30 November, 2022

Question Answer Deadline : Wednesday, 2 November, 2022

Category : Call Center and Answering

Country : USA

State : California

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