Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2888

Government Authority located in California; USA based organization looking for expert vendor for contact center as a service.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide contact center as a service of a core system replacement with updated technology, functions, and capabilities consistent with industry leading solution and best practices.
- replacement of all existing on-prem and installed call management, routing, and workforce management system components with a new cloud subscription service product suite
- Agents should have the ability to conduct routine call center transactions across multiple systems and call routing queues.
- An updated, easy to navigate interface where agents can engage with up to 5-10 applications and browser windows across 2 monitors at once
- ability to support voice calls, email, chat, instant message, SMS text, fax, callback, video, and social media engagement
- Ability of supervisors to assign staff to call queues, as needed
- Ability of supervisors to segment access or limit visibility to call queues and data, as needed.
- Ability of supervisors to listen, monitor, and coach agents on calls
- Ability to present and collect in-time feedback options to customers for use in performance and coaching scenarios.
- system should have the ability to automate schedules for bilingual agents to move into a queue at a previously set peak time and then move out of bilingual queue when the peak period finishes
- system should have the ability to track the total time an agent is assigned to a queue and report it.
- Customer Care team captures both Audio and Video files of the screen used for figuring out the correct routing. Should a complaint call come in for a misroute, agents need the ability to verify information provided to the customer
- system should have the capability for continuous live monitoring, both visually and audibly.
- ability to tag, retrieve, and export complaint files including phone transcripts, chat history, audio recordings, SMS text messages, screenshots, etc. for any complaint which results in legal action
- solution must integrate agent work schedules assignments with the payroll system
- Customer calls are primarily inbound. A new system should be able to provide some outbound or call back features for selected, permissioned users.
(2) A pre-proposal conference will be held on November 1, 2023.
(3) All questions must be submitted no later than November 6, 2023.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Wednesday, 22 November, 2023

Pre-proposal Conference Date : Wednesday, 1 November, 2023

Question Answer Deadline : Monday, 6 November, 2023

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

Country : USA

State : California

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