Operations Staffing and Customer Contact Technology Services

The Vendor is required to provide Customer Service Center Operations (CSCO), supported by innovative Contact Center Technology (CCT) solutions that drive efficient customer service operations for the Program.
- The intent is to identify partners capable of delivering reliable, scalable, and efficient solutions that enhance customer experience, streamline service delivery, and support operational excellence.
- Modern AI-driven contact center technologies, including Omni channel communication, Workforce Management, advanced reporting and analytics, and seamless system integration.
- Three (3) integrated workstreams:
• Customer Service Center Operations (CSCO), including staffing, training, procedures, quality management, and day-to-day service delivery.
• Contact Center Technology (CCT), including design, configuration, implementation, and ongoing support of the contact center platform and enabling tools (e.g., telephony, IVR/IVA, CRM/Case Management, reporting/analytics, and workforce tools as applicable).
• End-to-end integration with agency Tolling Integration Service and Data System of Record (TISDSR) to ensure secure, accurate, and timely exchange of customer, Account, transaction, and Case data across operational and technology environments.
- Establish and sustain high-performing Customer Service Center Operations (CSCO) that deliver consistent, timely, and accurate customer support through standardized procedures, training, and quality management.
- Implement and operate a reliable, scalable Contact Center Technology (CCT) environment that enables efficient customer service delivery across supported channels (e.g., telephony, IVR, Chat, etc.) supported by Case Management, advanced reporting/analytics, and workforce capabilities as applicable.
- Leverage AI-enabled automation (as appropriate) to streamline routine interactions and back-office tasks, improve response accuracy and consistency, and optimize staffing through deflection, assistive Agent tooling, and workflow automation.
- The Walk-In Centers (WICs) are responsible for housing the following services:
• Customer account creation and closure, management, and maintenance;
• Account conversion management; and
• Walk-in customer service (e.g., dispute resolution, account payments, and replenishments).
- Quick Pass Back Office System Technology and Operations
• Posting all lane transactions (ETC, image-based and interoperable) to Registered Accounts and Toll Invoice Accounts.
• Customer service and customer interaction (website, mobile app, Interactive Voice Recognition (IVR), email, text message, etc.
• Financial transactions and account replenishment.
• Financial and lane transaction reconciliations.
• Revenue management.
• Inventory management and tracking; and
• Reporting.
- Responsible for determining the most effective, cost-efficient, and high-quality approach to meet or exceed this Contract’s Key Performance Indicators (KPIs).
- Such technologies refer to Contact Center as a Service (CCaaS), telephony, Interactive Voice Response (IVR)/Intelligent Virtual Assistant (IVA), and related integrations.