The vendor is required to provide a customer relationship management (CRM) solution that includes telephony, virtual agent and advanced analytics enhanced by agile artificial intelligence capabilities.
- Solution requirements:
1. Combined requirements:
• The solution must meet and web content accessibility guidelines (WCAG) 2.2 aa guidelines
• The solution must support marginalized populations including those with language or technology barriers to program access.
• Marginalized population: peoples or populations are groups and communities that experience discrimination and exclusion (social, political and economic) because of unequal power relationships across economic, political, social and cultural dimensions.
• The solution provides 24x7 support to end-users.
• The ability to immediately scale for unexpected large increases in call volume due to unforeseen events.
• The solution be compliant with security standards & specifications as well as be in a moderate or above environment. in the event, the solution is not housed in the contractor must provide 18 soc ii report.
• To include update on accomplishments for the previous period, planned activities for next period and any risks or blockers.
• The solution utilizes 140-3 compliant encryption to protect the data
• The solution must have the ability to obfuscate key data fields such as identification, address, dob, employment information and financial information.
• The solution needs to be able to integrate with state software and corresponding databases used including but not limited to employer+, and salesforce
• The solution must have the ability for the responses to be rated as “high confidence”, “low confidence/no confidence” with accuracy. ‘
• Provide possible solutions and or fixes through utilizing ai.
• The solution will allow for the ability to update or other desired content for display or announcement by a state administrator without the support of a vendor.
• Need ai support to inform of and content updates.
• The solutions analytics tool must detect content that includes emails, phone numbers, street addresses, dates, and times, etc. allowing for easily searchable content
• The solutions analytics tool must provide alerts for content that has faulty, such as those generating 404 errors.
• The solution includes training curriculum, user guides and recordings for internal training.
• The solution provides technical support services 24 hours a day, 7 days a week, 365 days a year, whether directly or through contractor’s help center.
• The solution includes an emergency escalations process outside of business hours.
• The administrator to make changes, updates and reporting without the need for developers. example: citizen development, leveraging low-code/no-code (LCNC) platforms
• The ability to detect and respond in multiple languages in text and speech.
• The ability to record the content of the interactions with end users.
• The end user must be able to access and review recordings real time
• The ability to summarize the interactions with end users and present that summary to a staff customer service agent user.
• The ability to switch between voice interaction and text input via computer or mobile device.
• The ability to determine phone queue to send an end user based on the end user's requests or the inability of the solution to provide an answer.
• Provide ad hoc reporting based on a variety of criteria related to call center performance; analytics be supported by ai modeling.
• To manage call center staff schedules and inform resource optimization.
• Provide training support for internal agency staff management of the product. must be able to manage the full product suite internally, both administration and reporting.
• The solution must present prior call summaries, ivr summaries and account status details at the start of a call.
• To summarize the interaction and prior interactions for presentation and storage.
• To direct the live agent to internal resources the agent can utilize related to the call.
- VA requirements:
• The solution assist with account user (claimant and employer) authentication and general specific to the unemployment division.
• Provide users the ability to access their claim-related information after successful authentication.
• Provide authenticated benefits users the ability to request payments utilizing the benefits system payment request flow via artificial intelligence.
• The solution must allow for user authentication to access account information such as rates, balances, due dates, and account numbers adhering to requirements.
• The ability for ai to transfer the user to the appropriate live agent queue based on the needs stated in answers to VA questions.
• After authentication, the solution should have the ability for VA to answer specific questions users have regarding their appeal, such as the status of the appeal, if the person checked in for their hearing, the date and time of a scheduled hearing, the date that a hearing decision was mailed, etc.
• The ability for VA workflow to identify a claimant versus an employer.
• The solution must have data analytics around the questions and satisfaction rates: success/failure, most important questions asked, questions without answers, low/no confidence answer, low rating, and topic trends
• The chatbot solution have a way to parse the questions and answers to provide analytics data on most asked topics for analysis and trending data in near real time.
• The chatbot solution capture the most clicked and typed topics in order to determine trends.
• The solution must be exportable to an agreed upon format and allow selection of the category by date and date range.
• The solution must provide the topic modeling data related to the call and the chat. captured in a near real time timeframe
• The solution must allow for topic modeling data including top clicked, top asked, unanswered questions, unsatisfactory replies and questions asked. populated daily.
• The solution unanswered questions as an 'unanswered questions' category on the response types report so that they can be reviewed and the responses improved.
• The solution show answered questions as a 'low confidence' category so that they can be reviewed and the responses improved.
• The solution number of users using the virtual agent (VA) in Spanish vs english languages.
• The percentage of calls that end in the user receiving the answer they need vs needing to be routed to a live agent for additional support.
• The solution collects specific responses in line with the following scenarios related to being routed to a live agent.
1. The customer directly asks for an agent.
2. Caller ends the call without further questions.
• The ability to update the call flow, authenticated questions and by the internal administrator.
• The ability for surveys to be created by internal administrators
- Telephony requirements:
• The ability to transfer the user to a different live agent queue based on the needs stated in answers to VA questions.
• The interactive voice response (IVR) solution must have a way to parse the questions and answers to provide analytics data on most asked topics for analysis and trending data.
• The most asked topic in order to determine trends be exportable to csv and/or other methods.
• Provide individual IVR call data unique to each call center skill.
• The data to be in a parsed format that can be exported to an analytics tool and immediately available to be analyzed.
• Must be exportable to other systems as needed.
• The ability for the admin user to turn off the routing of calls to the queue in case the wait time is low.
• AI mechanism to identify trends to determine calls to the queue status and ability to turn off.
• The ability to determine the wait time for each skill so that the caller has the option to choose if they want a callback or to be on hold.
• The ability to determine the wait time for each skill to allow the administrator to manage each queue's resources.
• The ability for the admin to manage multiple direct inwards dialed numbers (DIDS) to assign to different routes.
• The solution for faxes in and out, inbound delivered to email boxes (>1) as well as to network folders.
• The solution to schedule agents to be available to answer customer calls according to needs/high volume periods.
• the solution capture adherence to phone schedules for customer service agents.
• The solution for agents to identify the call's outcome/disposition.
• The solution for agents to provide satisfaction survey responses about each call and ad hoc surveys.
• The solution for lists to be uploaded for outbound campaigns. example campaigns: reminder to register at workforce center, outreach for major outage, ad hoc campaigns.
• The solution for agents to transfer and/or conference call; internal transfers and external transfers included.
• The permission can be turned on or off by the administrator.
• The ability to capture the weekly payment requests from claimants.
• The ability to schedule reports and send reports.
• The ability to report on multiple metrics and tie into one or more reports. telephony requirements
• The ability to apply different levels of knowledge of agents to the appropriate caller.
• Able to move callers between skill queues (multiple skilled agents)
• The solution administrator the ability to apply different levels of permissions depending on the end user employment level.
• The solution able to record voice calls and retain the recording/record of the call for up to 36 months.
• The solution able to allow for 250+ agents to log in and make/receive calls.
• The solution all voicemails to be sent to the agent's email or department email account.
• The solution for call evaluations to be created, tailored and stored.
• To identify opportunities for improvement and training.
• The ability to prioritize calls from specific be able to identify phone numbers for specific campaigns and prioritize accordingly.
• The solution has the ability to provide potential employment opportunities from connecting state specific for the claimants if requested.
• The ability to get claim/account info from internal systems, and provide possible next steps for the caller- after authenticating, the system will be able to learn where a call needs to be routed claim is locked, send the caller to x team, if claim needs to file a weekly request, send to y team... etc.
• Provides a summary of ai/caller interaction to the agent prior to connecting caller to agent.
• The ability to review the entire claim or account and provide a summary to the agent.
• The ability to provide real time transcription of the call and the ability to translate languages.
• The ability to accept wav files after text to speech synthesizing.
• The solution reporting to be customizable including column names and headers.
- Contract Period/Term: 1 years
- Non-Mandatory Pre-Response Meeting Date: February 27, 2025
- Questions/Inquires Deadline: March 4, 2024