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CC-2879 - USA (Massachusetts) - Cloud-Based Call Centre Solution - Deadline November 22,2023

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2879

Government Authority located in Massachusetts; USA based organization looking for expert vendor for cloud-based call centre solution.

[*] Budget: Looking for Budget

[*] Scope of Service:

Vendor needs to provide cloud-based call centre solution.
- Ability to attach voicemails to an email and to provide transcription of voicemails into text.
- Availability of training and support: ensure the training and support resources are available to teach Users how to properly use the integrated system.
- Ability to manually identify which Caller ID information to provide at the User level (some individuals make outbound Communications for several Callers. This could change from call to call).
- Create multiple levels of authentication. To include role and Group Based Login Verification with Administrator(s). Ensure only authorized personnel have access to Call Center Solution.
- Ability to provide live real-time monitoring of Users.
- Ability to record all Communications, across all channels and store a transcript of those recordings in system of record.
- Provide IVR for inbound and outbound services and ACD.
- 24 hours a day x 7 days a week x 365 days a year redundancy of core services - all traffic routes automatically in the event of a failure and it's utilized when maintenance is required to avoid any impact to Users.
- Provide live real-time dashboarding capability. Must include real-time call presence for both Managers and Users to know the current status. This should be customizable by Call Center Solution, by Caller(s), by Administrators, by Managers, and by Users.
- Ability to track outbound call information by Client, Caller, and reason.
- Support a continuous path of caller's history. Provide a chronological history of Caller interactions across all media channels (if everyone goes multi-channel then this will be a requirement for all).
- Ability to integrate with Salesforce to automatically pull Caller information based on Caller ID and display this information to the User in real-time.
- Ability to establish True Email Service levels for each Caller by individual email.  Service level metrics for email may be monitored in extended intervals, such as business week.  The system must have the flexibility to set thresholds for service level well beyond one business day.
- Ability to provide automated customer service (e.g. KMS or canned responses) to answer frequently asked questions, provide Caller support, and navigation on websites. Chat AI to be integrated with existing websites to be used to streamline Caller interactions. Includes escalate to live User and Click-to-Dial.
- Ability to redact sensitive data from transcripts.
- Utilize other languages (e.g. Spanish) in chat.

[*] 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 : Wednesday, 22 November, 2023

Category : Call Center and Answering

Country : USA

State : Massachusetts

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