The Vendor is required to provide for contact center services (CCS) on a statewide basis.
- The Contact Center Services available through this Term Contract are general services, automatic call distribution, auto-attendant and interactive voice response, reporting and analytics, recording, workforce management, and miscellaneous.
- CCS Customers range in size from small to very large with a wide diversity of requirements to meet their business needs.
- Provide migration and transition support for Customers from existing services to CCS.
- Provide Single-tenant and Multi-tenant services.
- Provide services using standards and designs detailed in the work and increase integration of services.
- Provide proactive service monitoring capabilities and tools to monitor service levels.
- Provide inherent flexibility in services and equipment to keep pace with rapidly evolving technologies.
- Provide services with a minimum 99.95% availability (Uptime).
- Provide accurate and simple invoicing.
- Assist the Department with migration of databases of information as needed.
- Contact Center Services includes both Single-tenant and Multi-tenant services. Generally, Singletenant implementations are premises-based at a Customer specified location, and Multi-tenant systems are cloud-based.
- The Customer communication channels are not only voice, but may also include chat, web browser, video, text, email, and mobile apps. Contact centers support inbound, outbound, and self-service Customer interactions.
- Contact Center service components:
• The ability to increase or decrease the number of Contractor’s Contact Center agents.
• Support multiple Contact Center partitions. Contractor may use common equipment to support multiple Contact Centers.
• Flexibility to comply with the Department and Customer defined security standards.
• Contact center agents with the flexibility to interact with other Contact Centers.
• Redundancy in geographically diverse locations for Multi-tenant Contact Center Services.
• The ability to offer TDM and VoIP as methods for access to agents.
• The ability to route calls to PSTN for call termination on Customer provided TDM systems.
• Supports agents using either a VoIP phone, soft phone (software phone), or other approved device.
• Soft phones that have minimal impact on existing desktop real estate environment.
• Integrated learning tools and coaching management tools for Customer use.
• Support Contact Center functionality within the Customer locations and remote teleworker locations.
• No charges for administrative tasks performed by Customer staff.
• Options for verifying caller identity.
• The ability to route calls as required by the Customer.
• The ability to integrate with a Customer’s end-user’s Customer Relationship Management system, as required by the Customer.
- Automatic Call Distribution (ACD)
• Multi-channel (Omni-channel) routing, basic and advanced call routing, skills-based routing, and call back/virtual queuing.
• Route and queue incoming contacts from the following communication channels: calls transferred from (IVR), direct dialed toll-free number, chat, email, and social media.
• The ability to manage the creation, modification and deletion of administration of features associated with agents.
• The ability to force calls to agents.
• The ability to build not-ready codes and the ability to automatically interrupt any not-ready code, which allows an agent to temporarily not receive calls, as call volumes increase, excluding break codes (when an agent is on break).
• Email routing to agents that are marked as having multiple skill sets, which includes being able to respond to emails.
• Whisper functions for agents, which allows them to communicate with other call center agents without the caller hearing the interaction.
• The ability to route calls to different Customer groups.
• The ability to force calls to agents without the agent having to signal to receive a call.
• The ability to change routing division that allows contacts arriving on specific telephone trunks or by transaction type to be routed and answered by specific groups of agents.
• The ability for other persons, as appropriate, to listen to a call at any point during a call.
• Alert when an agent is dropped from the ACD queue.
• The ability to set thresholds on agent, application, and skillset levels.
• The ability for a supervisor to log agents out of the Contact Center system.
• The ability to automate interactions with callers based upon Customer defined business rules and requirements.
• The ability to place calls in a virtual queue and return the call when an agent is available, also referred to as virtual hold.
- The ability to create and record message scripts for call queuing and for information prompts as requested by Customers, including IVR applications that interface with host systems in designated sites.
- The ability to establish and follow Customer approval process for changes to IVR scripts, hold messages, music on hold, predicted wait times, queue messages, schedules, and after-hours emergency messages.
- The ability to make emergency (short notice) changes in the IVR systems to address business problems, service issues, outages, or to other items that may impact contact volumes.
- Twenty-four hours a day, 365 days of the year automated IVR support, including retrieval/ recall.
- The capability for Customers to update their own recorded messages and route messages without needing to contact the Contractor.
- A redundancy capability to an alternate system during a storm / disaster event including alternative messaging, remote phone capability, etc.
- Reporting and Analytics
• Industry standard reporting and analytics for system, agents, ACD and IVR, including realtime industry standard call metrics.
• Baseline, canned, ad hoc, historical and real-time reports supported by Dashboards with graphs and charts.
• Supports wallboard displays in the contact center for Dashboard performance metrics including displays of calls answered, emails answered, service levels, call abandon rates, calls waiting, call hold times, view all agents’ statuses, and banner messages.
• Defines, builds, and runs custom reports supporting Contractor’s business requirements.
• Real-time access to reporting systems, restricted by access authentication.
• Enhanced correlation of reporting, optimization, and forecasting of key performance indicators.
• Customer views of their individual call metrics (real-time, historical, and baseline) on their desktop.
• Changes reporting metric requirements for agents in different skillsets (agent groupings).
• Displays a prompt/message on agent desktop.
• Performs call surveys to initiate, collect, and track information.
• Provides an agent report that tracks the entire agency call flow for any single call.
• Reporting system and business intelligence application will be able to identify an individual
• Customer, Customers in aggregate, an individual agent, and agent group behavior.
• Exports raw data and analytic data from Contact Center for Customer use for a minimum of twelve (12) months, or longer if requested by Customer.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: January 26, 2026
