CC-2520 - USA (Utah) - Inbound and Outbound Centralized Contact Center Solution - Deadline January 23,2023

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

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