Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2520

Government Authority located in Utah; USA based organization looking for expert vendor for inbound and outbound centralized contact center solution.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound centralized contact center solution that assists with call-center activities to connect citizens with skilled-based agents that provide support for state services.
● Working in a hybrid environment, the state must consider agents connecting from office locations and from remote locations using VPN access.
● In this environment, we need to consider ongoing moves, adds, changes to agent, supervisor, quality assurance and planning for agency staffing needs.
● Separation of billing detail and administration for 28 separate contact center environments.
● Maintain existing features and communication channels; web chat, and future support for mobile apps, SMS and additional digital channels.
● Improve feature functionality, agents ease of use and adoption of new services
● Ensure that regulated agencies are protected and compliant with federal safeguards.
● Consistent feature availability and cross functional compatibility across all contact center environments.
● Migration for each contact center environment is handled with minimum impact to the agency or contact center owner.
● Automation and customer self-service through chatbots and virtual agents.
● Infrastructure strategies: "cloud first" or hybrid preferred.
● Strategic Integration of CRM systems.
● Expansion of real-world omnichannel capabilities.
● Flexibility with licensing, scheduling and roll out with the various agency environments.
● Training to the administrative users, agent users and product owners to be effective for successful adoption. This may include vendor assisted training.
(2) Approximate call volume is
- 4,000,000 domestic inbound minutes
- 1,500,000 toll free inbound minutes
- 320,000 domestic outbound minutes
- 625,000 call recording minutes.
(3) Contract term will be five years.

[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 : Monday, 23 January, 2023

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

Country : USA

State : Utah

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.