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SW-29605 - USA (Connecticut) - Contact Center Solution - Deadline January 9,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-29605

Government authority located in Connecticut, USA; based organization looking for expert vendor for contact center solution.

[A] Budget: Looking for Proposal

[B] Scope of Service:

Vendor needs to provide contact center solution.
- To support getting the public promptly and professionally connected, creating an exchange for personalized customer engagements, and allowing for management of resources with increased efficiency and productivity through meaningful monitoring and reporting
- To procure a solution allowing future expansion to accommodate integrated processing through optional applications and features, developer options or modularity
- To meet public expectations for interactive options through direct communication taking place by telephone, email, and or internet chat
- Calls are routed into the Auto Attendant through the JD/GA Clerk's offices main numbers
- plan, which will indicate how long it will take to implement a ten-agent user contact center
- Include Al to effectively route callers to the most appropriate agent supporting the need for call transfers to subject matter experts
- When assigning calls to agents, system shall determine which agent to ring based on their availability, flexibility, specialization, and idle state
- Allows callers to easily select where they would like to be routed based on a series of prompts
- Ability to hold, mute, transfer internally and externally, conference calling   Support ticket systems to be able to track the call specifics
- Analytics, Detailed Reporting
- Compile a blacklist of phone numbers to ensure that bots and spam callers are disconnected immediately when they call your company.

[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 : Thursday, 9 January, 2020

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

Country : USA

State : Connecticut

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