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CC-2142 - USA (Wisconsin) - Call Center Software - Deadline November 12,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2142

Government Authority located in Wisconsin; USA based organization looking for expert vendor for call center software.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide call center software including call recording, whisper/announcement tones, and more comprehensive call management system and reporting.
- Provide a customer interaction management solution for up to 400 agents, including automated call distribution (ACD), queues and the ability to distribute incoming calls to destined groups (agents) or customer service representatives
- System can also provide reports through cisco unified intelligence center and uses a client web interface (finesse) to perform voice call control and agent state management interaction
- All these systems run in pairs and into a virtualized environment architecture and use programmable interfaces to all other telephone applications including voicemail as well
▪ Call recording:
- Access for supervisors to pull and review calls for training and customer service purposes for select queues
- Ability to pause recording when taking credit card numbers - per PCI CC numbers cannot be on a recorded line
▪ Whisper tones or call whisper:
- A feature that alerts the agent which line the caller was dialing.
(2) All question must be submitted no later than October 27, 2021.

[C] Eligibility:

Onshore (USA Organizations Only)

[D] Work Performance:

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

Expiry Date : Friday, 12 November, 2021

Question Answer Deadline : Wednesday, 27 October, 2021

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

Country : USA

State : Wisconsin

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