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CC-2514 - USA (Kentucky) - Inbound and Outbound Contact Center as a Service and Software - Deadline January 5,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2514

Government Authority located in Kentucky; USA based organization looking for expert vendor for inbound and outbound contact center as a service and software.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide cloud-based or on-premise contact center as a service and software that will be the ability to operate using a multi-tenant and carrier model.
- Multi-tenant support
- Inbound voice calls
- Inbound web chat
- Inbound email
- Inbound voicemail
- Outbound voice
- Outbound web chat
- Outbound email
- Ability to assign a DID (Private line) to an agent
- DID voicemail
- Predictive dialing campaigns
- Non-predictive dialing campaigns
- Support for geographically distributed workforce
- Meets industry standards for information security, HIPPA, FERPA, PCI
1. Omnichannel:
- Chat
- SMS
- Email
- Social Media
- Ability to select channels in use per tenant
- Independent channel configuration per tenant
2. Call Control Functions:
- Ability to assign the ANI and caller ID for outbound calls
- GUI based call scripting interface
- Call scripting on a per tenant basis
- Advanced conferencing features
- Ability to accept speech input from caller
- Ability to direct call flow based on speech input from caller
- Ability to record calls
- Contact Management
o Announce position in queue
o Announce estimated hold time
o Customizable greetings per tenant
o Automatic contact return (call-back and text-back)
o Post contact survey
- Workforce Management
o Volume based forecasting for scheduling
o Agent coaching and evaluations
o Agent interaction analytics
o Agent workspace integration with applications
o Workspace use optional per tenant
- Supervisor accounts with access to: (all per tenant)
o Canned historical reports
o Custom historical reports
o Canned real time reports
o Configurable dashboard and wallboard
o Recorded calls
o Time of day call routing modification
- System Administrator accounts with access to:
o Canned historical reports for the tenant or system
o Ability to create custom canned historical reports to be accessed by supervisors
o Ad-hoc historical reports for the tenant or system
o Canned Real Time reports for the tenant or system
- Geographic redundant option
- Support for 800 concurrently logged in agents with growth to 1,200
- Support for 300 separate tenants with growth to 500
- Support for 18 months of historical report storage and retrieval
- Support for 65,000 calls per day, with growth to 120,000 calls per day
- Audit logging of all system or call scripting configuration changes
- Softphone support
- IP phone support
- Multi-tenant support
- Disaster recovery
- Diagnostic and monitoring tools
- Near zero downtime upgrades
- Ability to integrate with active directory
- 24x7x365 Priority technician support from a designated support team
- Ability to true-up agent licensing easily and at regular intervals
(2) All questions must be submitted no later than December 9, 2022.
(3) Contract term will be one year.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Thursday, 5 January, 2023

Question Answer Deadline : Friday, 9 December, 2022

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

Country : USA

State : Kentucky

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