Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2530

Government Authority located in West Virginia; USA, based organization looking for expert vendor for contact center solution.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide contact center solution for a Microsoft Teams native solution supporting customer service departments including Information Technology, Admissions, Registrar, Financial Aid, Bursar, and others.
- Call center solution must provide adequate training
- Call center solution must have a robust reporting capability including reports by day, by week (or other timeframes), trending reports, answered, abandoned, directed to voicemail, etc.
- Call center solution must be able to report how many agents are currently on calls
- Call center solution shall provide agent training functionalities including the ability for an agent to join a call without being heard by the caller, as well as the ability for an agent to take over a call immediately
- Call center solution shall have the ability to record a call.
- Call center solution shall utilize integrated data to recognize incoming calls from students and other university stakeholders, as well as provide insights on the number of times that user has called
- Call center solution should provide the capability for queuing based on multiple phone numbers
- Call center solution shall include a chat solution
- Call center solution should have the ability to route calls (i.e., first come first served, round robin, etc.).
(2) All questions must be submitted no later than January 20, 2023.

[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 : Friday, 27 January, 2023

Question Answer Deadline : Friday, 20 January, 2023

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

Country : USA

State : West Virginia

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