CC-2502 - Canada (Ontario) - RFI For Cloud Contact Centre as a Service - Deadline December 6,2022

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2502

Government Authority located in Ontario; Canada based organization looking for expert vendor for cloud contact centre as a service.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide cloud contact centre as a service.
- Delivery through multiple service channels (voice, email, chat, SMS, etc.),
- Services designed around customer needs,
- Digitally enabled interactions,
- Data insights informing of customers’ behaviours,
- Sustainable and continuously improved service delivery, and
- Features and functionality that ensures elasticity and value for money.
- Continue to enhance tools and strengthen service delivery by having access to capabilities that enable quicker response times to the public’s inquiries and requests,
- Leverage new technologies to enable a greater range of services including automation (e.g., artificial intelligence and machine learning) which promote self-service,
- Provide a multichannel service offering that allows for customer choice by integrating multiple channels and integrating with multiple ministry solutions easily and to provide a flexible and holistic customer experience,
- Permit seamless integration among systems, services, data, and products to reduce manual work, enable real-time updates, strengthen partnerships and continuously improve program and product services based on user needs by expanding and evolving existing digital options,
- Seamlessly accommodate growth (and shrinkage) trends in contact volumes, including demand spikes due to unforeseen events (i.e., pandemic), ensuring elasticity in the solutions while being cost competitive
- Flexible and secure capabilities that are available on any device, anywhere and anytime.
- Features and functions that are focused for flexible workspaces (e.g., softphone).
- Increased cloud adoption.
- Implementation of capabilities such as conversational interactive voice response, chatbots, live chat and video chat, etc. enabling a better citizen engagement across multiple channels.
- Integration through open source and APIs.
(2) All questions must be submitted no later than November 25, 2022.

[C] Eligibility:

- Onshore (Canada 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 December, 2022

Question Answer Deadline : Friday, 25 November, 2022

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

Country : Canada

State : Ontario

RFP Expired

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