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SW-49334 - USA (Washington, DC) - Cloud Contact Center as a Service - Deadline December 9,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-49334

Government Authority located in Washington, DC; USA based organization looking for expert vendor for cloud contact center as a service.

[A] Budget: Looking for Proposals

[B] Scope of Service:

Vendor needs to provide cloud contact center as a service
- to provide a cloud based CCaaS (Contact Center as a Service) System solution to integrate, implement and operate. The CCaaS solution shall include omnichannel capabilities to enable a high level of customer service. Multi-channel capabilities shall include voice, email, fax, chat, social media and SMS
- The current on-premises call center system does not provide the operational ability (tools and technology) required to quickly respond and adapt to continually evolving citizen/taxpayer behavior and expectations
- Reporting and data analytic limitations are a big pain point for Customer Service Administration (CSA) management
- Expanded features (e.g. AI, screen pops) and channels (e.g. chatbots) to allow to offer the most-up-to-date customer service trends in provision of customer service to citizens/taxpayers.
- Enhanced reporting and analytic capability in alignment with best practices that includes real time data views and customizable report options.
- A robust toolset that includes configurable business rules and workflows to provide managers greater control and flexibility over process changes.
- System flexibility and scalability that will allow to quickly ramp up/down services offerings and business units supported as needed.
- Multimodal capability and automated system interaction with existing systems and/or data sources to automate process steps, improve data integrity and consistency, and streamline the customer experience
- anticipates that migration to a cloud based CCaaS system shall:
- to provision a Cloud based solution with minimal reliance on internal IT resources
- Provide the ability for customer service to be delivered from anywhere with no complicated hardware requirements or negative impacts on service quality,
- This system includes Aspect’s Unified IP Platform (version 7.3), IVR, Aspect Quality Management for recording, and Aspect Workforce Management,
- Call Center’s working hours are Monday through Friday, 7:30 a.m. to 6:30 p.m. There is also a 24-hour automated telephone system (Interactive Voice Response/Automatic Call Distribution (IVR/ACD). The Call Center services its customers in English and Spanish languages
- Peak call volume period commences in mid-January (when the tax system is opened for filing of personal and business income returns) and extends through the end of June
- Inbound Interactive Routing:
- The Contractor shall provide a highly automated, self-service based approach to calls and other channels in order to minimize the need for interaction with a Customer Service Representative
- The solution shall tailor personalized interactions, messaging and predictive routing based on the individual account and interaction history
- The Contractor shall provide either Virtual Assistant or Chatbot. If the Virtual Assistant or Chatbot is not provided by the Contractor, then the Contractor shall utilize a Partner specified as a leader in either Gartner’s Magic Quadrant or Forrester Wave
- The solution shall provide an intelligent web chat rules engine that offers chats based on time on the website, specific page navigation, and incomplete web forms
- The solution shall provide Multi-Factor Authentication (MFA), SAML (Security Assertion Mark-up Language), SSO (Single Sign On), and Active Directory (AD) Integration
- Outbound Call Routing:
- to coordinate multi-channel outbound communications with Clients. These communications may take the form of communications to individual Clients to follow-up on a previous inquiry, or large-scale campaigns to simultaneously disburse information to many Clients
- A campaign is an automated business rule targeted at specific customers. Managers shall have the ability to utilize the CCaaS solution to coordinate outbound campaigns, composing and approving content that Clients would receive, as well as selecting and scheduling CSRs to execute the campaign as well.
- Single agent interface for handling (inbound/outbound voice, email, web/SMS/video chat, social media, fax) interactions
- Social media interaction must be routed in a mixed fashion with other media types, such as voice calls and emails
- Social media interaction should be easily managed and administered – real-time and historical reporting tools should be available
- Customer interaction and data collection via web, email, mobile, social technology, call history and AI.

[C] Eligibility:

Onshore (USA organization Only)

[D] Work Performance:

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

Expiry Date : Thursday, 9 December, 2021

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

Country : USA

State : District of Columbia

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