Contact Center as a Service

The Vendor is required to provide online service center leverages cloud-based technologies to ensure seamless student support, enhance customer experience (CX), and drive operational efficiency.
- The contact center platforms are managed by the Contact Center team, which oversees Omni channel communication, AI-driven automation, workforce management, and CCaaS integrations into internal systems.
- Agency currently utilizes Five9 as its CCaaS solution, integrated with Salesforce Lightning as its CRM and Omni channel platform.
- Agency utilizes Genesys as its CCaaS provider, with Slate.org as its CRM and Ivy.ai for AI powered chatbot interactions.
- The online service center seeks to integrate ai-driven solutions such as agent assist technologies, to improve efficiency, reduce inbound volume, and enhance customer interactions.
- The online service center aims to strengthen the collaboration between workforce management (wfm) and business partners to enhance forecasting, scheduling, and adherence to wfm best practices.
- Online service center strategic goal of creating a more scalable, efficient, and student-centric contact center environment through best-in-class technology, process optimization, and data-driven decision-making.
- Discovery
• The discovery phase will involve gathering business requirements, assessing current systems, and identifying gaps in the existing contact center infrastructure.
• Conducting stakeholder interviews to understand business needs, pain points, and future goals.
• Auditing existing five9, genesys, variant, salesforce, and omni channel workflows and design.
• Outlining the technical architecture and defining integration requirements for current and new functionalities; this will be done for both university.
• Reviewing current inbound call routing strategies to enhance efficiency, optimize call flow, and ensure students are connected to the appropriate support teams as quickly as possible.
• Evaluating outbound dialer campaigns, including compliance considerations and best practices for engagement, to improve student outreach and response rates.
• Review SMS and chat, and chat bot framework
• Discovery of current WFM, performance management, and speech analytics designs built in variant.
• Establishing KPIS and success metrics to measure the impact of changes to current environment.  - Development
• Development of workflow automation to streamline student interactions and improve operational efficiency.
• Enhancing workforce management (WFM) capabilities by aligning forecasting and scheduling with business needs.
• Optimizing inbound call routing, ensuring calls are dynamically routed based on skill based routing, availability, and priority queues, reducing wait times and improving first contact resolution.
• Enhancing outbound dialer campaigns by implementing advanced dialing strategies, improving outreach effectiveness while maintaining compliance with TCPA regulations.
• Implementing omni channel capabilities if the selected vendor’s solution is chosen, ensuring seamless integration of voice, chat, email, and SMS interactions across platforms.
• Integrating the new contact center technology into internal systems, including CRM, data warehouse, and other essential platforms, to ensure a unified and data-driven approach to student engagement.
• Conducting internal testing and pilot programs to validate new functionalities.
- Training
• Comprehensive training will be provided to ensure a smooth transition for all stakeholders.
• The online service center training team will develop and deliver training in partnership with the selected vendor to ensure alignment with business needs and best practices; key activities include:
• Developing training materials and documentation tailored to contact center representatives, managers, and support staff.
• Conducting hands-on training sessions for employees on new omni channel communication tools and AI solutions.
• Implementing train-the-trainer programs to enable knowledge sharing across teams.
• Providing ongoing support and coaching to drive adoption and maximize system utilization.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: April 11, 2025