Advanced Contact System

The vendor is required to provide regarding the potential use of AI-powered applications that use artificial intelligence to simulate real-world customer interactions, providing contact center agents with targeted feedback and personalized learning experiences to improve skills and performance.
- System configuration and technical specifications
• Indicate the type of AI technologies used by your application for conversation simulation.
• Indicate how long your platform has utilized each technology in the AI training application.
• The scalability of your platform (flexibility and customization) relative to agent population growth, addition of external and outsourced vendor operations, expansion to other areas of NTTA, etc.
• Any additional software applications and drivers, or plug-ins that would be required to utilize your application.
• Platform is designed to support future technology integrations. include details on modular architecture, availability of plugin and connector marketplace, and the ability to extend platform capabilities through SDKs or APIs.
• The platforms’ role-based access control capabilities. include information on the granularity of permissions available for various user roles (e.g., administrators, supervisors, learners, and IT staff.)
• Provide information on the platform’s compatibility with major operating systems (e.g., windows and MacOS) and web browsers (e.g., chrome, Firefox, and safari.) include any limitations or performance differences.
- Simulation and module creation and interactions
• Provide information on how your platform will utilize existing training collateral (call recordings, videos, knowledge base articles, PowerPoints, call scripts, etc.) to generate training content.
• The system should utilize a variety of training content (e.g., ai-driven simulations, interactive videos and web-based modules, knowledge checks, etc.) and have the ability to create custom content at the local (NTTA) level without ongoing vendor involvement.
• The system should allow uploads of video-based content created through other instructional design (id)/learning content applications using SCORM packaging (package interchange files - PIF) to properly simulate tasks and actions within the NTTA back-office system (BOS) platform.
- Real-time reporting, analytics, and dashboards
• Ability to track learner progress and status and completion rates by module and scenario, including trending over time. 
• Tracking data around duration of number of sessions 
• Scoring and learner performance 
• Ability to customize dashboard by learner level.
- Contract Period/Term: 1 year
- Pre-Information Conference Date: July 7, 2025
- Questions/Inquires Deadline: July 10, 2025