Contact Center Services

The Vendor is required to provide a single-vendor Contact Center as a Service (CCaaS) platform to reduce operational complexity, eliminate duplicate systems, and standardize all core contact-center capabilities – telephony, IVR, digital channels, workforce management, quality assurance, and analytics – under one (1) contract and roadmap.
- This unified approach will support consistent, system-wide improvements for patient access and hospital operator services.
- Up state’s Contact Center supports a wide range of clinical, administrative, and patient focused services. 
- The organization handles thousands of interactions each month across phone and digital channels, with an increasing need for faster and more streamlined communication. 
- Solution should be a cloud-based Contact Center as a Service (CCaaS) platform that is intuitive, dependable, and easy for staff at all levels to navigate.
- The system should help improve service quality and support more efficient operations through features such as Omni channel routing, automation, modern reporting tools, and workforce management capabilities. It should give Upstate a single platform to manage all customer communications, including voice, chat, SMS, email, and other digital channels—along with the related reporting, quality monitoring, and administrative functions in a secure and compliant environment.
- System integrates and maintains consistent workflows across phone, chat, email, and SMS, including escalation rules, documentation, and continuity of interaction history, including Epic’s CRM
- The measures your company takes to ensure continued operation in the event of a disaster (e.g. fire, flood, and hurricane). Include details on: off-site storage, backup policies and frequency, redundant infrastructure, and recovery time objectives (RTO) and recovery point objectives (RPO).
- System’s backup processes, frequency, redundant storage solutions, recovery timelines, and the geographic locations where backups and redundant environments are stored.
- The typical turnaround time for completing system changes, configuration updates, feature requests, and other routine or non-routine system-related updates.
- System’s escalation workflows for clinical, high-priority, or time-sensitive matters. Include details on routing rules, response timelines, and supervisory notifications.
- The ability of users to run standard reports and create/run ad-hoc reports.
- reporting capabilities, especially “real-time” call-center metrics and the ability to integrate real-time data with CRM and other business systems.
- Intelligent call routing will be implemented to prioritize calls based on urgency or subject matter.
- The solution will include AI-powered virtual assistants or chatbots to handle routing inquiries.
- The platform can use predictive analytics to reduce no-show rates and optimize appointment scheduling.
- AI performance is monitored and reported to customers.