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SW-30470 - USA (North Carolina) - Hosted Phone System - Deadline February 7,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-30470

Government Authority located in North Carolina, USA based organization looking for expert vendor for hosted phone system.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide hosted phone system to provide turnkey vendor-implemented solutions with the vendor providing full connectivity between the existing on-premise cisco phone system and the proposed system, with a fully developed migration plan for the successful migration of city departments or building floors, via grouping of extensions determined to be most viable by the city.
- It shall be the responsibility of the successful bidder to fully configure the migration process and
configuration in the existing system and the new system, up to the point at which city it staff are able to simply de-implement a cisco phone, extension and user account in the existing system, configure a new user account, extension, and desktop phone or software client
- The existing network is already providing sufficient connectivity for Cisco VoIP
- The city also operates a 25-agent call center using cisco contact center express.
- Agents use a soft phone client and not a physical desk phone
- One physical location for attendants as well as remote work capability.
- Hours of operation 8:00 AM through 5:00 PM Monday through Friday.
- Average 400 to 500 calls a day, but can exceed 1,000 calls per day.
- Currently only accept phone calls, no chat, text, or email.
- No current quality management or agent scoring
(2) All question must be submitted no later than January 22, 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.

Expiry Date : Friday, 7 February, 2020

Question Answer Deadline : Wednesday, 22 January, 2020

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

Country : USA

State : North Carolina

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