Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2632

Government Authority located in Massachusetts; USA based organization looking for expert vendor for business process outsource contact center and associated back-office services and document processing and verification solution.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide business process outsource contact center and associated back-office services and document processing and verification solution includes AWS for inbound and outbound call and interaction management; IVR speech recognition and call recording; Salesforce for customer relationship management, NICE/IEX for workforce management, Mulesoft for integrations; and SharePoint for document management.
- The HIX/IES Software Publisher (Enrolment and Eligibility) application, the financial management system (premium billing) and a shared workflow management platform (document verification).  Services provided include: Inbound/outbound call handling; email management; IVR self-service; chat; text; robocall; website support; service recovery; incident management; urgent services; carrier reconciliation; quality monitoring; customer satisfaction, walk-in centres, document processing and verification and reporting and analysis.
(2) All the questions must be submitted no later than April 17, 2023

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

- Performance of the work will be Offsite.

[*] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Friday, 12 May, 2023

Question Answer Deadline : Monday, 17 April, 2023

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

Country : USA

State : Massachusetts

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