SW-41238 - USA (California) - Customer Experience Management System - Deadline March 1,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-41238

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

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide a cloud hosted software solution (System) based on Big Data analytics and technology that helps gather internal and external feedback to help improve customer service and community engagement.
1. Solution must allow users to create unlimited customized surveys.
2. The System must provide tools to allow the creation of surveys (e.g. survey templates for employee satisfaction, customer satisfaction with programs and services, community outreach and outreach efforts).
3. The System must have the ability to collect up to 25,000 customer survey responses per year via Short Message Services.
4. The System must have the ability to detect bot or ballot box stuffing.
5. The System must have the ability to translate surveys in the following languages other than English including, but not limited to: Armenian, Cambodian/Khmer, Farsi/Persian, Thai, Russian, Spanish, Chinese, Japanese, Tagalog/Filipino, Vietnamese, Hindi, and Korean.
6. The System must support in-app targeting: website feedback software to pinpoint web/app visitors with targeted messaging using over 20 behavioral, location, and device-type patterns. For example, if a user visits the same website repeatedly over the course of a day, the application will prompt a survey.
7. The System must provide real-time reporting, dashboards, text analytics, and benchmarking.
8. The System must support point and click statistical analysis tool that will allow users to run a correlation, regression, cluster.
9. The System must support text analytics powered by machine learning that will seek out topics and sentiment of open-ended questions.
10. The System must support integrations with social media platforms such as twitter to allow for social media scraping to capture topic and sentiment analysis on social media data.
11. Passwords must not be displayed in clear text (Password Masking).
12. Password resets can only occur when the user has confirmed their identity through the recovery process using the established Multi-Factor Authentication.
13. The System must require users to enter current password along with the new password when changing passwords.

[C] Eligibility:

- Onshore (US Organization Only);

[D] Work Performance:

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

Expiry Date : Monday, 1 March, 2021

Category : Software, System and Application

Country : USA

State : California

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