Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2510

Government Authority located in Michigan; USA based organization looking for expert vendor for inbound and outbound hosted call center phone system.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound hosted call center phone system using
Internet Protocol (IP) and softphones to serve our organization. The system must be capable of handling current call volume, which ranges from about 24,000 to 36,000 calls per month, distributed amongst 75 on-site ACD agents or Customer Service Representatives and Supervisors.
- We are looking for a system with ability to support features including:
- Automatic Call Distribution, CRM Integration, Call Recording, Call monitoring and barge-in, Real Time Supervision, Canned and Ad Hoc Reporting, IVR Capability, Skill Based Routing, Computer Telephony Integration, Warm Calling and Transfer, Call Whispering and Live Coaching, Call Center Analytics, Internal Chat, 3 Way Calling, Call forwarding, Priority Alerts, Call Parking, Call Queuing, Hold Music, Follow Me, Auto Attendant, Agent Status, Voicemail to Email/Text, Call Notifications
Transcription Option, Softphone.
(2) All the questions must be submitted no later than December 05, 2022.
(3) Contact period will be for three years.

[C] Eligibility:

- Onshore (US Organization Only);

[D] Work Performance:

- Performance of the work will be Onsite.

Expiry Date : Friday, 16 December, 2022

Question Answer Deadline : Monday, 5 December, 2022

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

Country : USA

State : Michigan

RFP Expired

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