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CC-2145 - USA (New Jersey) - RFI for Information Technology Enterprise Service Desk and Contact Center Infrastructure Managed Services and Solution - Deadline October 29,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2145

Government authority located in New Jersey; USA, based organization looking for expert vendor for information technology enterprise service desk and contact center infrastructure managed services and solution.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide cloud-based information technology enterprise service desk and contact center infrastructure managed services and solution to facilitate a world-class IT Enterprise Service Desk (ESD) Support operation, enabling ideal resource utilization, metrics, trend analysis, and continuous coverage regardless of technology boundaries to provide optimal end user experience.
- solution that is initially capable of supporting a 365 days per year, 24x7 operation with an estimated volume of approximately 250,000 calls per month (8,900 average number of calls per day (Sunday through Saturday), with an average high of 500 simultaneous calls in a 15-minute period during peak times (typically Monday and Tuesday mornings)) and 55,000 chats per month (150 chats per day).  The CCI solution shall be capable of supporting future growth and/or changes in contact arrival patterns (i.e., all chat, voice, and future channels).  
- All chats are initiated via the VA provided ITSM tool.  Historically, call and chat traffic patterns are typically extremely heavy on Monday and Tuesday mornings (7AM Eastern – Noon Pacific) and the first workday after a holiday, but significantly lighter later in the week and nights/weekends.
- Historically, call traffic has been up to 2500 calls in a 15-minute period during a large-scale event
- solution shall support a wide range of customer support for VA communication channels (e.g., telephone, Web Chat) at an enterprise level.
- CCI shall enable customer contact with the ESD across multiple contact channels (e.g., voice, chat, Internet web site, social media).  
- provide, develop, and regularly maintain and document call flow and associated messages for automated voice response services in a Call Flow Diagrams and Associated Message Document
- design of call flow diagrams, implementation, and maintenance of the information content and audio messages, to be used for all automated voice response services, such as IVR, voice recognition, and text-to-speech services
- solution shall include all components, systems, and applications required to maintain and track calls from the Internet and Public Switched Telephone Network (PSTN) using the underlying access and transport service
- capability for a network call queue (a single queue or multiple queues according to VA needs) to manage the routing and distribution of ESD contacts from multi-media channels such as voice, text, chat, social media, and VA web sites
- solution shall support and manage multimedia customer interactions such as voice, text, chat, social media and web submissions
- capability to route calls to any available agent when an agent with the needed skill is not available
- capability to route calls to additional defined queues when a wait time service level targets exceeds configurable threshold
- capability to transfer calls, chat and text sessions within the managed
- capability to configure the system to use real-time metrics (e.g., idle agents, skill, time of day, day of week, etc.) and business rules to route the customer to the most advantageous queue and agent
- capability to allow authorized users to configure chat queues based on agent skills and business rules
- capability to play an announcement / greeting at the beginning of each call and allow customer to select desired service based on pre-recorded announcement
- capability to access information in an external database and speak that value to the caller
- Capability to display search results of non-archive or archived interactions by date, time, agent, content, contact channel, or identity of the customer
- ability for the administrator/supervisor to replay stored call and screen recordings.
- capability for authorized users to monitor select agents in real time via voice or web chat
- Ability to attach files to call recordings such as external eval, supervisory note, email correspondence, web chat, picture, etc.
- solution shall provide digital recording and monitoring of inbound and outgoing multimedia contacts (telephone, and web self-service channels) and associated data to capture the caller experience
- Ability to apply filters based on call data and agent events
- Ability to view reports via a web client.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

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

Expiry Date : Friday, 29 October, 2021

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

Country : USA

State : New Jersey

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