Client Desk and Client Services

The Vendor is required to provide a state-of-the-art, currently commercially available cloud based 24x7x365 Contact Center As A Service (CCaaS).
- Genesys Cloud CX, or other similar cloud solution, with native Artificial Intelligence (AI) functionality, live operators (Service Desk Agents), Quality Assurance and Quality Management Staff (QA/QM), integration with ServiceNow Virtual Agent [Intelligent Virtual Assistant (IVA)], Interactive Voice Response (IVR) capabilities and services for receiving and responding to support requests via an Automated Call Distribution (ACD) system which is directly integrated with the Department’s instance of ServiceNow.
- The CCaaS must include an out-of-the-box tracking and reporting capability and be able to generate reports about the types of customer contacts received and resolved on behalf of the Department, including, but not limited to, agent availability, phone call and ACD metrics, electronic email sourced support request metrics (volume of requests received and resolved via email).
- The CCaaS must also include chatbot integrations, automation capabilities via SMS text, as well as automated Artificial Intelligence (AI) and integration capabilities.
- The Service Desk also receives inbound phone, email, and self-service inquiries from the public.
- This includes, but is not limited to, maintenance, support, and upkeep of desktop computers, laptops, tablets, mobile devices, printers, and related hardware and software which is specific to each agency’s needs.
- The Desktop Support Services team is responsible for supporting all Windows based operating systems (including current and legacy versions), State issued iOS and Android devices, and, at the discretion of the Department, support for State issued macOS endpoints.
- The Desktop Support team receives incidents, problems, and service requests surrounding management of commodity hardware (e.g., desktops, laptops, monitors, printers, etc.), productivity applications (e.g., Microsoft Office 365, Google Workspace), wide-area network services delivered by agency (the statewide high-speed network for public sector use), statewide applications (e.g., Google Apps for Government, FMIS, and SharePoint), and various other end user related service requests and IT incidents.
- The IT Asset Management team is responsible for supporting one or more State agencies with equipment refresh support and IT asset inventory validation, capture, and upkeep.