SW-31987 - USA (North Carolina) - Cloud-Based Hosted Contact Center Services and Solution - Deadline April 7,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-31987

Government Authority located in North Carolina; USA based organization looking for expert vendor for cloud-based hosted contact center services and solution.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide cloud-based hosted contact center services and solution.
- Next generation cloud-based hosted contact center solutions offer similar functional capabilities to those of on-premises contact center infrastructure
- With cloud-based hosted contact center services, agencies can more readily deliver an integrated customer experience
- System Administration:
- Describe how your application enables administrators to build and modify the entire contact center platform, and if this is achieved via a single GUI and browser-based tool
- Automatic Call and Media Distribution:
- Describe how your platform routes voice, email, web and SMS chat, social and mobile app channel interactions to form a single, blended queue
- Describe the ability to interact with third-party applications, such as for CRM, ERP and knowledge management, to get data for all media routing and queueing decisions, and to post activities
- Outbound Dialler and Contact:
- Describe the performance of your dialler in terms of efficiency and connections, considering a blended environment with voice and digital inbound channels
- Highlight available dialling methods and describe key campaign list recycling and management features
- Mobile Apps:
- Describe your system's ability to build and integrate with mobile apps and mobile web tools.
- Include capabilities such as visual interactive voice response, estimated wait time and call-back scheduling
- Call and Screen Recording:
- Describe your application's call-recording features and the ability to define what gets recorded, how and when
(2) All question must be submitted no later than March 12, 2020.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be offsite. Vendor needs to carry work in their office location.

[E] Proposal Submission:

Response should be submitted physically (courier or post).

Expiry Date : Tuesday, 7 April, 2020

Question Answer Deadline : Thursday, 12 March, 2020

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

Country : USA

State : North Carolina

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