(USA Illinois) Call Answering, Hosted Call Center & Related Services
We are Illinois; USA based government organization looking for qualified and experienced service provider for Call Answering, Hosted Call Center & Related Service.
Type : Tender | RFP
Id : 88189068
Category : Call Center
Title :(USA Illinois) Call Answering, Hosted Call Center & Related Services
Estimated Budget :Looking for proposals
[A] Scope of Service:
1) We have multiple contact centers statewide. Centers range in size from small offices of 10 - 25 agents to offices of over 150 agents. We intends to enter into a long-term contract with a Hosted Contact Center provider who can provide a centrally managed service offering for the various sites located throughout the state for phones, voice mail/auto attendants (VM/AA), Integrated Voice Response (IVR) and Automatic Call Distribution (ACD) systems.
2) We intends to enter into a long-term contract with a hosted contact center provider who can provide centrally managed service offerings for voice services including telephone equipment, VM/AA, IVR and ACD Contact Centers.
3) These services must offer new and advanced features at an affordable cost by supporting new communication channels such as multimedia (e.g., email, fax, web chat), call recording, CTI (Computer Telephony Integration) and CRM (Customer Relationship Management) based on site specific needs.
4) We are also seeking a solution that provides operational efficiencies and positions the contact centers for the future by providing disaster recovery plans and by creating new work arrangements for remote (additional) agents for an existing contact center.
5) We are interested in establishing an overflow call handling solution to manage call volume spikes. The overflow service provided by vendor is expected to provide the staff, or agents, to handle the calls for state agencies, as needed. Services required of the overflow center could range from basic “answering service” tasks to full call handling.
[B] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
[C] Eligibility: Onshore (USA)
[D] Budget: Looking for proposals
Interested service providers are requested to submit proposals till February 2, 2011. For more details check attachment.
Country : United States
Posted On :01/07/2011
Price : $16.99 Click here to purchase Buyer contact information
