Knowledge Management and Scripting Software

The vendor is required to provide knowledge management and scripting software tailored for contact center operations.
- Solution requirements:
•    Offer a no code required environment for building and maintaining process workflows.
•    Wizard based tools for creating decision trees with customization options like colors, themes, and ability to tie trees together.
•    Functionality to test and simulate workflows, decision trees, integrations completely without involvement of production systems.
•    Ability to download and/or export all decision trees, workflows into standard applications. examples: MS word, MS excel, MS Visio
•    Demonstrated high reliability with stated expectations of downtime.
•    Desired features: 
o    Customizable templates
o    linkable content management
o    Response history and reporting
o    Intuitive organization and ability to share content across multiple teams.
o    Analytics on frequency of decision tree and knowledge base utilization
o    Ability to receive feedback from users on decision tree and knowledge base.
o    Ability to suggest next-best actions for mistake-free resolutions.
o    Ability to act as single source of truth across multiple channels.
o    Convert complex and lengthy sops into guided workflows.
o    Easy to use search capability within knowledge base with basic filters by title, category, publishing date, or last used.
o    Ability to tag knowledge materials for use in training and onboarding.
•    Optional features for enhancement
o    Integrating APIs (cisco, epic, SPOK)
•    Training time: faster to train, especially with smaller datasets.
•    Solution must demonstrate effectiveness for mapping out decision-making processes including ability to include images, videos, URLs as needed.  
•    Scalability: solution must be able to support a minimum of 300 simultaneous users without performance degradation, decreases in responsiveness, or communications. 
•    Solution provider should demonstrate content migration strategy including approaches to audit existing knowledge bases and decision trees, proposed capture and migration technique, quality, and accuracy assessments.
•    Migrate existing knowledge documents (~200) documented in MS word, MS excel, or housed on MS SharePoint
o    Migrate existing information guide “purple book” (~280 pages) currently formatted via adobe InDesign
o    Establish periodic communication and engagement process of our internal customers to update their information.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: August 29,2025