CC-2605 - USA (Illinois) - Cloud Based Call Center Managed Services - Deadline April 10,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2605

Government Authority located in Illinois; USA based organization looking for expert vendor for cloud-based call center managed services.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide cloud-based call center managed services.
1. The Board’s current Call Center Services contract ends on June 30, 2023, with no options to renew; therefore, the intent is to have a new solution in place by June 1, 2023.
2. The Board will consider web-based cloud solutions and/or hosted contact center as a service (CCaaS) solutions.
3. The Board desires to use softphones for Call Center agents and managers
4. The Board is NOT replacing the district-wide Mitel/Clear span telephony and voicemail solutions under this RFP - this RFP is for Call Center Services only.
5. The Board is transitioning its District-wide telephony solution from a PRI-based transport model to a SIP-based transport model; therefore, any proposed Call Center solution must be SIP and PRI compatible to integrate with the Board’s non-Call Center voice solutions.
6. The Board’s primary voicemail systems are Clear span and Nonpoint. Any new Call Center solution must integrate into these voicemail environments.
7. The Board utilizes five-digit dialling between Board sites.
8. The Solution must provide scalability for locations and/or agents.
9. The Solution must have 24 x 7 x 365/366 accessibility.
10. The Solution must provide 24 x 7 x 365 toll-free and/or web-based Technical and Customer Service Support.
11. The Solution must provide all current features and functionality with desired enhanced capabilities outlined in this document.
- Solution Network Architecture/Business Continuity:
1. Provide a description of your proposed Solution, including network and component diagrams.
2. Describe any telecommunications bandwidth requirements for the Board.
3. Describe the system availability percentage of your proposed Solution (e.g. 99.999% availability).
- Solution Integration with Existing CPS Systems and Applications:
1. Proposer’s Solution must have robust integration with multiple existing CPS systems and/or applications. The proposal must include recommendations and solutions to handle the communication process required to operate all systems working together with minimum risks.
- System Management Tools:
1. Describe your Solution's system administrator portal or application. Be sure to identify how:
a. Agents are added and deleted.
b. Agent service levels are assigned
c. Call flows are established and modified (i.e adding or changing call processing steps and/or call routing)
d. Adding or changing skill groups
e. Adding or changing announcements
- ACD/In-Bound Call Routing:
1. Describe the capacities of the Solution in terms of the number of:
a. Configured agents
b. Agent groups
c. Total number of skills supported by the Solution
d. Number of skills that can be assigned to an agent
e. Queues
f. Routing schemes — How many routing variables can be used, and can they be used in different time intervals?
g. Steps per routing scheme
h. Music-on-hold choices
i. Number of messages that can be played to callers while they are on hold
- Value Add Options:
1. Other Routing
Today, the Board’s Call Center solution is primarily voice. Outbound calls are manually made by the Board’s Call Center agents. For potential future efficiencies and features, describe your Solution’s capabilities for:
a. Automated outbound calling
b. Email routing and management
c. Web chat routing
d. Short message service (SMS) routing
e. FAX routing
f. Social media routi
- Mobile Applications
Describe the Solution's mobile app capabilities.
- Describe how customer interaction data is passed from the mobile environment to the call center system to enhance routing and prioritization decisions and how that data can be made available to

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

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

Expiry Date : Monday, 10 April, 2023

Category : Call Center and Answering

Country : USA

State : Illinois

RFP Expired

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