SW-31408 - Canada (Saskatchewan) - Contact Centre Solution and Service  - Deadline March 9,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-31408

Government Authority located in Saskatchewan; Canada based organization looking for expert vendor for contact centre solution and service.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide contact centre solution and service that not only meets todays needs but is flexible enough to enable us to grow and easily adapt to our customers’ needs.
- A CCaaS model will allow agency to purchase only the technology we need, which has many benefits including less reliance on internal IT support, the ability to incorporate system changes quickly and provides the opportunity for staff to work from anywhere.
a) Agent Features
• Ability to select their status. (ACW, Aux, etc.)
• Ability to select a call disposition code at the end of the call.
• A softphone that is easy to access and understand.
• Integration with headsets (ability to answer call or mute using buttons.)
• Ability to listen to their own call recordings.
• Screen pop up with customer’s information.
• Ability to do warm transfers.
• Ability for senior agents or management to monitor calls or listen side by side (job shadowing).
• Ability for senior agents or management to barge in on calls.
• Ability to auto-log off agents that forgot to do so before the end of their shift.
• Ability for single sign-on or user profile provisioning.
• Ability for agents to work from home.
b) Integrations
• Ability to integrate with homegrown CRM tools using REST API and Webhooks.
• Ability to integrate with ServiceNow.
• Ability to integrate with Azure AD.
c) Calling Features
• Ability to send a caller to voicemail afterhours.
• Getting email notifications of voicemail with the ability to listen to it remotely.
• Ability to send customers to a call back queue.
• Easily handle daylight savings time changes.
• Ability to easily manage a holiday table or custom weekend schedules.
• Ability to perform outbound calls while keeping the inbound queues closed.
• Ability to have customers fill out various surveys.
• Ability to specify the outbound call display #.
• Ability to offer music and promotional messaging on hold.
• To create their own custom voice messaging in English and French instead of using the default out of the box messaging.
• Ability to do voice authentication.
• Omnichannel capabilities - Chat, Email, SMS
• Ability to transfer calls to other agency employees (that are not part of the call center.)
d) Management Features
• Ability to create custom statuses (ACW, Aux, etc.)
• Ability to create custom call disposition codes.
• Ability to leverage Azure AD for authentication purposes.
• Ability to change skills on multiple agents at one time.
• Ability for managers to listen to any call recording.
• Ability to share or download call recordings as files.
• Ability to easily find specific call recordings. (eg: searching by call type, words spoken or unspoken, by agent, by customer, etc.)
• Ability to retain and automatically delete calls after 2 years.
• Live monitoring of agent status and skills.
• Interface is easy to navigate.
• Ability to implement role-based access controls.
• Ability to adjust time zone requirements as necessary.
e) Workforce Management
• Ability to record calls. Note: Call recording must be PCI compliant.
• Ability to do screen recording with the option to request more screen recordings for specific agents. Ex: new agents (Note: screen recording must be PCI compliant. For instance, if on a screen where it is possible to enter a credit card, that screen should black-out, or a portion of the screen be automatically redacted.)
• Ability to review agent calls for evaluation and scoring purposes with the ability to hide or display score for agent viewing.
• Ability to create evaluations not linked to a call. (For loan review purposes.)
• Ability to tag multiple parts of a call with comments.
f) Reporting
• Ability to send scheduled reports and notifications as emails.
• Ability to view historical and real time skill set, KPI’s and agent reporting.
• Ability to set custom service standards.
• Ability to search by DNIS or ANI.
• Flexible reporting for quality assurance.
• Ability to do call trend analysis.
(2) All questions must be submitted no later than February 21, 2020.

[C] Eligibility:

- Onshore (Canada Only);

[D] Work Performance:

Performance of the work will be Offsite and Onsite.

Expiry Date : Monday, 9 March, 2020

Question Answer Deadline : Friday, 21 February, 2020

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

Country : Canada

State : Saskatchewan

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