CC-2556 - USA (California) - Call Center Tracking System - Deadline February 24,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2556

Government Authority located in California; USA, based organization looking for expert vendor for call center tracking system.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide call center tracking system that will enable the Registrar of Voters (ROV) to capture and track calls related to election activities.
- capability to handle multiple call centers simultaneously for each election and integrate with County’s Election Information Management System (EIMS) and the Vote Center Staff Scheduling System
- call center will be able to handle different users, subjects, and can be configured for the unique requirements of each election.
- Ability to access information using vendor hosted browser-based application.
- Utilizing a vendor-hosted solution reduces the need for hardware, cabling, operating system and locating a site to house these units.
- Ability to prepare reports based on key data is necessary to capture election related information.
- Allowing multiple call center access while separating data from each call center
- Ability to accept comments into an incident record.
- capability to support multiple browser types (i.e. Chrome, Microsoft Edge, Safari etc.) on different platforms and the minimum version of each browser supported
- browser plug-ins necessary to utilize web-based features.
- Solution will have the capability to setup and configure multiple call centers each accounting for different subject areas, notifications, and reports.
- Mobile device compatibility for workflow communication and incident resolution.
- Capability for the system to allow incidents to be managed by multiple users
- continuous application and system support is provided 12 hours a day (7am to 7pm PST), 7 days a week (Monday through Sunday) during election period; defined as two to six weeks before the election (size makes a difference) and the immediate 5 day period after each election. 24 hour support mandatory on Election Day.
(2) An optional pre-bid conference will be held on January 27, 2023.
(3) All questions must be submitted no later than February 3, 2023.
(4) Contract period will be three years.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Friday, 24 February, 2023

Pre-proposal Conference Date : Friday, 27 January, 2023

Question Answer Deadline : Friday, 3 February, 2023

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

Country : USA

State : California

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