SW-32487 - USA (California) - Customer Experience Management System - Deadline April 6,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-32487

Government Authority located in California; USA based Organization looking for expert vendor for customer experience management system.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide customer experience management system on big data analytics and technology that helps gather internal and external feedback to help.
- This will allow to improve customer service by tracking customer feedback and sentiment, identify and resolve underlying issues, and close the loop in real time.
- The System shall provide tools to allow the creation of surveys.
- The System shall have the ability to collect up to 25,000 customer survey responses per year.
- The System shall have the ability to detect bot or ballot box stuffing.
- The System shall have the ability to translate surveys in several languages other than English including, but not limited to: Spanish, Chinese, Japanese, Tagalog, Vietnamese, and Korean.
- The System shall support advanced website and in-app targeting: website feedback software to pinpoint web and app visitors with targeted messaging using over 20 behavioral, location, and device-type variables.
- The System shall provide real-time reporting, flexible dashboards, text analytics, and benchmarking.
-  The System shall support point and click statistical analysis tool that will allow users to run a correlation, regression and cluster.
-  The System shall support text analytics powered by machine learning that will seek out topics and sentiment of open-ended questions.
- The System shall support integrations with social media platforms such as twitter.
- The System shall enable customers to control individual permissions for their accounts, web intercepts, dashboards, and surveys.
- The System shall have the capability to customize surveys with images, text, and logos and provide a built-in rich text editor and HTML view.
- The System shall offer at minimum 5 resource libraries of surveys, questions, and images that can be used for survey creation.
- The System shall support surveys taken through Short Message Services (SMS) through term of subscription.
- The System shall allow a minimum of 5 administrators and 15 sub-administrators to manage the various user accounts.
- The System shall have a built-in survey approval process that requires surveys to be reviewed and approved before distribution.
- The System shall include a dashboard to visualize data in real time, filter results for permission-based access, and allow for text analytics and closed-loop & ticketing case management.
- The System shall have capability to automate deduplication within distribution lists for more targeted outreach.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

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

Expiry Date : Monday, 6 April, 2020

Category : Software, System and Application

Country : USA

State : California

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