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SW-27466 - USA (North Dakota) - Cloud-Based Telephony Software - Deadline October 1,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-27466

Government authority located in North Dakota; USA based organization looking for expert vendor for cloud-based telephony software.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide cloud-based telephony software that will allow users to keep them
current phone numbers.
- This solution will be used by University Information Technology to do call monitoring, record calls, have an agent dashboard and ability to port Caller ID info to TDx.
- Retain Phone Numbers - Ability to use our existing phone numbers.
- Call Recording - The capability to record tech support calls for training purposes and quality
assurance. The recordings would need to be stored digitally so they could be retrieved and
played from any computer for training or QA.
- Call Monitoring - The capability for a supervisor or another trained staff member to assist a
tech on a call by listening in on the conversation without the customer knowing.
- Data Storage – Any data stored needs to reside on a storage system that meet FERPA guidelines and is housed in the United States.
- Agent Dashboards - Individual web-based live displays for all agents to monitor availability and
call queue coverage. Each agent would see; all agents and their status, number of agents
available in queue, calls in queue, call times,
- Soft Phones – capability to log into a phone from a web or desktop application to allow work
from home or to work out of pocket. The soft phone must have the ability to:
o to take and transfer calls
o View the status of other agents
o Capture ANI data
o Launch a URL based on captured ANI data
- Mobile App – An app for android and iOS with the ability:
o to take and transfer calls
o View the status of other agents
- Call-back / Dispatch - Give the caller the ability to choose to stay on the line or have the option to save their spot in queue and have a tech call them back when their turn comes up.
- Agent Flexibility - capability to add/move/remove agents in vectors as needed in real-time via
web/client. The capability to have an agent assigned to more than one incoming number. Tier
and skillset routing at the individual agent level that can be updated/modified in real-time.
- IVR Flexibility and Routing - IVR based call routing that can be changed/updated in real-time via
web/client. IVR based messaging that can be created and modified along with routing in real time. The capability to switch between pre-recorded IVR and routing, i.e. if we have to evacuate
the building due to fire or inclement weather.
(2) All question must be submitted no later than September 19, 2019.

[C] Eligibility:

Onshore (USA Only)

[D] Work Performance:

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

Expiry Date : Tuesday, 1 October, 2019

Question Answer Deadline : Thursday, 19 September, 2019

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

Country : USA

State : North Dakota

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