Call Center Professional Support Services

The vendor is required to provide professional services for support, optimization, and enhancement of its nice CXone contact center platform.
• Platform administration and maintenance:
o Ongoing support for nice CXone configuration, licensing, integrations, and overall health.
• IVR development and optimization:
o Design, implement, and maintain interactive voice response (IVR) workflows tailored to business needs and customer experience goals.
• Performance tuning & troubleshooting:
o Monitor and adjust call flows, routing strategies, and dashboards to ensure peak operational performance.
• Best practices implementation:
o Recommend and apply nice CXone and contact center industry best practices to improve call handling, customer satisfaction, and agent efficiency.
• Reporting and analytics:
o Assist in building and refining performance dashboards and reports for operational insight and decision-making.
• Collaboration with internal it:
o Work under the supervision of the agency’s it team and coordinate with in-house developers, analysts, and support staff.
• Security and compliance:
o Ensure all processes and technologies align with data security policies, especially with respect to IRS federal tax information (FTI).
- Pre-Bid Information Date: June 13, 2025
- Questions/Inquires Deadline: June 17, 2025