Contact Center-As-A-Service Solution and Implementation Services

The Vendor is required to provide contact center-as-a-service (CCAAS) capabilities with the initial focus being placed on IVR, case management, reporting, and chat and Omni channel with artificial intelligence and other advancements.
- Requirement:
•    The solution must be designed to support commonly used devices for both users and customers. This includes, but is not limited to mobile phones, tablets, notebooks, laptops, desktops etc. Along with support for common operating systems such as the various versions of windows, Linux, android, iOS, chrome, etc. 
•    The solution must be able to address, but is not limited to supporting different resolutions, connectivity, processing power and unique device characteristics.
•    The solution is to be run on desktop computers, but should be flexible enough to run on devices such as laptops and mobile devices.
•    The solution must be compatible with windows, mac, iOS, and android browsers with responsive design that works on all screen sizes and standard resolutions.
•    The solution must provide for the use of softphones.
•    The solution must offer options for providing both VOIP (voice over IP) and BYOC (bring your own carrier) services.
•    The solution's voice over IP telephony service (VOIP) service is to be provided by the CCAAS vendor. 
•    DID (direct inward dialing) and toll-free numbers are to be supported. 
•    The solution must provide the option to acquire new numbers and transition existing numbers. 
•    The vendor must provide guaranteed up-time of no less than 99.99%-backed by service provider SLA
•    The solution must provide geo-redundant data centers. 
•    Solution architecture must provide two methods to connect to provider's data center in an active and active configuration. 
•    Communications must not drop during a failover.
•    The solution center loses connectivity to CCAAS, all automated attendants will continue to function. 
•    Incoming contacts will be queued and routed to voicemail. 
•    Staff will have option to retrieve messages by cell phone or other alternative devices.
•    The solution must be automatically backed up on a regularly scheduled basis. 
•    The solution must be able to provide backups on an hourly basis, but also be adjustable to set different intervals. 
•    The solution must enable different intervals to be set for different data (for example, e-470 may want to backup customer text files once per hour, knowledge base articles daily and configuration settings once per week). 
•    The solution must also provide robust custom retention policies.
•    The solution must have a disaster recovery plan that is capable of restoring full functionality with all configurations and the most recent data. 
•    The plan must tested with each new release.
•    The solution's vendor must provide full 24x7 support. 
•    E-470 requires ability to escalate to a live agent (person) to address high priority issues.
•    The solution must support single sign on technology.
•    The solution must include location specific 911 capabilities where applicable.
•    The solution must include tools that enable it professionals and non-technical personnel to work with users to make quick improvements. 
•    This does not preclude the solution from making available additional tools to enable complex changes.
•    The solution must support the ability to migrate traffic management center (TMC) operations onto the CCAAS platform.
•    Provide system as-built documentation and how-to guides covering basic configuration and platform administration.
•    Provide a non-production (sandbox/lab) environment that mirrors the production environment in capabilities and configuration, and can be used to pre-field software upgrades, test code changes, and support training activities. 
•    The sandbox environment is not required to support the same number of users or licenses as production.
•    The solution must deploy software updates and patches in a manner that does not disconnect users or interrupt active calls under normal operating conditions.
•    The solution must operate on a multi-tenant architecture that ensures complete data isolation between organizations, preventing any tenant from accessing or impacting another tenant's data.
•    The solution must provide real-time account updates that synchronize customer information across all channels immediately upon modification.
•    The solution must link every customer interaction to their account record with full tracking of call details, agent, duration, and resolution status.
•    The solution must provide real-time agent productivity dashboards displaying performance metrics including calls handled, handle time, and case resolution rate.
•    The solution must include a ticketing system capable of receiving, processing, and extracting data from customer service requests across multiple channels.
•    The solution must enable document upload and attachment directly to cases with full linkage maintained from case open to close.
•    The solution must provide configurable wrap-up codes and tagging for call classification with reporting available by all tag dimensions.
•    The solution must support automated queue assignment and routing based on account type, customer segment, and priority level.
•    The solution must enable reporting pulled directly from case data including case volume, resolution time, and aging analysis.
•    The solution must provide dispute tracking with clearly defined request types and workflows for categorizing and tracking disputes through resolution.
•    The solution must include an automatic call distributor (ACD).
•    The solution must route customers to agents based on their specific skills and expertise in order to connect customers to the most appropriate agents who can effectively meet their specific needs. 
•    The solution must support customer engagement with e-470 using multiple channels during a single incident.
•    The solution must include Omni channel options such as: phone, email, chat, VA, SMS, social media, web, internet search engines.
•    The solution must include tools that will change queue distribution settings in real time. 
•    System tools must be easy to use and support real-time adjustments to accommodate changing needs.