CC-1818 - USA (Connecticut) - RFI Inbound and Outbound Call Center Services - Deadline December 30,2020

Posted Date : November 17,2020
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : CC-1818
Government Authority located in Connecticut; USA based organization looking for expert vendor for call center services.
[A] Budget: Looking for proposal
[B] Scope of Service:
(1) Vendor needs to provide call center services to provide for the operation of a toll-free call center that addresses the needs of consumers requesting assistance and provides information to applicants and enrollees in plain language the call center.
- It is critical for the exchange that call center services consistently remain available during call center hours, operate efficiently and without undue delays, and are delivered according to customer expectations
- Interactive Voice Response
- Automatic Call Distributor and Private Branch Exchange Systems
- Soft Phones, IP Desk Phones and Digital Phones
- Call Management System
- Workforce Management System
- Call Recording and Agent Screen Recording System
- Reporting and Analytics System
- Intelligent Call Routing System
- Toll Free Network Service
- Toll Free Network Routing Platform
- Business Rules Engine for Hours of Operation, Per Site or Per Skill
- Outbound Dialer Notification Capabilities
- Agent, Skill Group, IVR, Call Routing and Toll-Free Reporting
- Exchange -Developed Customer and Worker Portal Health Exchange platform
- Web-Based Self-Registration Application with Exchange provided registration technical assistance
- Chat and ask a question via email capabilities
(2) All question must be submitted no later than November 30, 2020.
[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.
Budget :
Deadline to Submit Proposals: December 30,2020
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 9 US$