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CC-2848 - USA (New York) - Contact Center Solution - Deadline October 27,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2848

Government Authority located in New York; USA based organization looking for expert vendor for contact center solution.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide contact center solution.
1. Multichannel or omni-channel communication services:
- Provide various communication channels such as voice calls, e-mail, SMS and live chat to handle inbound inquiries and to allow prospective and current students, parents, staff, alumni and others to interact with the university using their preferred method.
2. Call routing and queuing:
- Provide call routing to ensure that incoming calls are directed to the right department or agent based on predefined rules. Call queuing should prioritize incoming calls based on importance and hold callers in queue while providing them with approximate wait times and periodically updating them on their position in the queue.
3. Analytics and Reporting:
- Provide analytics and reporting services on real-time and historical data to assess contact center performance and enable members to analyze trends, measure service quality and make informed decisions or continuous improvement.
4. CRM integration:
- Allow agents to seamlessly access information and update student data in the CRM system, thus improving data consistency and operational efficiency.
5. Conversational AI bots:
- Provide AI-powered conversational chatbots capable of assisting students, faculty and staff by responding to common questions and automating routine tasks. These bots should be integrated across all communication channels including websites, messaging platforms and mobile applications to provide 24/7 assistance.
6. Interactive voice response systems:
- Provide self-service options by including features such as interactive voice response systems and knowledge bases to automate interactions, enabling students, faculty and staff to access information and perform tasks without the need for direct assistance from a live agent.
7. Appointment scheduling:
- Allow current and prospective students to book appointments with academic advisors, counsellors, other faculty and staff, thereby streamlining the process of seeking guidance related to admissions, financial aid, career services, etc.
8. Mobile accessibility:
- Improve user experience by allowing students, faculty and staff to access the contact center’s services via mobile applications, allowing them to seek support and gather information on the go.
(2) All question must be submitted no later than October 18, 2023.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Onsite and Offsite.

Expiry Date : Friday, 27 October, 2023

Question Answer Deadline : Wednesday, 18 October, 2023

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

Country : USA

State : New York

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