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CC-2895 - USA (Arizona) - Cloud-Based Customer Contact Service Platform - Deadline January 5,2024

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2895

Government Authority located in Arizona; USA based organization looking for expert vendor for cloud-based customer contact service platform.

[*] Budget: Looking for Proposals

[*] Scope of Service:

 Vendor needs to provide cloud-based customer contact service platform for a large-scale public university, encompassing multi-channel communication, integration, customization, administration, reporting, analytics, and usage of the service.
- The CCS platform must provide a comprehensive set of inbound call routing options to efficiently manage incoming calls and enhance the caller experience.
- The Customer Contact Service (CCS) platform should extend to conferencing capabilities and provide seamless integration with all communication channels, including SMS, email, social media, and chat functionalities.
- The CCS platform should provide comprehensive features, including Quality Management (QM) tools, Workforce Optimization (WFO) tools, and Workforce Management (WFM) tools.
- The CCS platform must provide all users of this platform with the ability to communicate and collaborate with one another regardless of their physical location.
- The system will support geographically diverse regions, which include, but are not limited to, remote work environments and various Arizona State University campuses and locations.
- The CCS platform must be accessible and compatible with all major operating systems, as well as perform on both personal computers and mobile devices via web browser and application.
- The selected CCS vendor must exhibit the capability to independently maintain, enhance, and support custom enhancements previously developed by another CCS vendor for our contact centre infrastructure.
- The CCS platform must ensure a high level of availability with a minimum uptime of 99.999% (or 5 9s), providing continuous service and minimal downtime.
- The CCS platform vendor must provide SLAs outlining the level of redundancy and continuity they will ensure for the services provided. These SLAs should define metrics for uptime, disaster recovery timelines, and incident response to guarantee the continuous availability of communication services.
- The CCS platform must be able to integrate seamlessly with enterprise-level software systems, including but not limited to Salesforce, Workday, PeopleSoft, ServiceNow, Zoom, Duo/2FA, SAML/SSO, AWS Data Lake, or any other AI-enabled technology such as OpenAI. The integrations should facilitate data sharing and synchronization between the CCS platform and these existing systems to enhance productivity and streamline workflows. 

[*] Eligibility:

Onshore (USA Organization Only)

[*] Work Performance:

Performance of the work will be off-site

[*] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Friday, 5 January, 2024

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

Country : USA

State : Arizona

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