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CC-2859 - USA (Washington) - Call Center Software - Deadline November 2,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2859

Government Authority located in Washington; USA based organization looking for expert vendor for Call Center Software.

[*] Budget: Looking for Proposals

[*] Scope of Service:

(1) Vendor needs to provide call center software.
- To provide a replacement call center software solution, compatible with Microsoft teams for Voice.
- Ability to delegate administrative tasks - role-based permissions
- Ability to use routing and priority based on the time of day, roll over to message, voicemail and call forwarding when queue is closed, unavailable
- Able to record inbound calls, perform call monitoring along with whisper and barge functionality for training, coaching
- Compatible with Microsoft Teams
- Configure (by queue) one or more messages to be played to waiting callers
- Configure when and how often callers are offered to leave a voicemail
- Microsoft Teams chat functionality/interoperability
- Skill-based routing of calls and chat to agents (with ability to assign multiple skills per agent
- Supports fully featured virtual contact center
- Supports round robin call routing
- Web-based, real-time dashboard
- Comprehensive contact center analytics
- Ability to record outbound calls
- Callback options for callers waiting in queue
- Integration with Dialog Tech, EasyVista ITSM and social media platforms
- Transcription of phone messages
(2) All questions must be submitted no later than October 16, 2023.

[*] 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 : Thursday, 2 November, 2023

Question Answer Deadline : Monday, 16 October, 2023

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

Country : USA

State : Washington

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