The Vendor is required to provide, configuration, testing, implementation, and full operationalization of a contact center as a service solution.
- The solution must support an Omni channel customer experience.
- The solution must support the ability to scale up or down as needed, potentially supporting multiple – and distinct – contact center configurations, each with unique requirements and administrative control.
- Vendor must provide a Voluntary Product Accessibility Template (VPAT), or acceptable alternative, that details the solution’s accessibility compliance.
- The solution should support secure encryption for all methods of communication, data storage (e.g., recordings), and data in transmission and at rest.
- The solution should support robust, intuitive, cloud-based administration tools with read/write access to manage enterprise, group, and departmental or user settings.
- The solution should support an integration with single sign-on (SSO) for user authentication via SAML.
- The solution should support an integration with Active Directory (AD).
- The solution should support robust, intuitive, cloud-based administration tools with read/write access to manage enterprise, group, and departmental or user settings.
- The solution should support departmental controls and privileges. These privileges will allow contact center supervisors to change various levels of configuration within their own department contact center. Examples include modifications to attendant profiles, users, skills, schedules (e.g., setting holiday hours, etc.), and all other items within their department, including the ability to add and remove users on their own and customize contact lists (e.g., a directory of phone numbers, addresses, etc.).
- The solution should support automatic callback while in a queue allowing a caller the option to continue to hold or request to be called back.
- The solution should provide Quality of Service (QOS) supporting no static, delay, broken conversations or dropped calls.
- Virtual agent compatibility for phones and chat – compatible with Windows, Mac, Linux, iOS, and Android featuring a responsive design that adapts seamlessly to all screen sizes and standard resolutions.
- Flexibility in how calls are answered and support for on-premises, remote, and/or hybrid work environments.
- Call recording capabilities:
• A minimum of one (1) year of storage – indicate the maximum length storage allowed.
• Ability to search and playback recordings on an individual, group, and departmental level.
• Ability to provide call recording for both inbound and outbound phone calls.  - Real-time, customizable dashboards that are available to supervisors and agents across different contact centers, enabling them to monitor, manage, assist, and engage with queues and various communication channels.
- Integrated Voice Response (IVR) to provide the capability to capture data for live agent use before placing the caller in queue.
- Supervisor Barge-In (i.e., the ability for a supervisor to join calls and provide feedback only to agents; the customer does not hear the conversation between the supervisor and agent).
- Call center scheduling functions to model resource staffing based on SLAs and historical data.
- Support Voice Recognition (i.e., the ability for callers to speak their selection instead of using touch tone dial pad).
- Artificial intelligence (AI) and chatbot capabilities to handle routine inquiries and assist agents in real-time.
- Contract Period/Term: 3 years