BHCC has identified the following requirements: • Functional Requirements (11) o The solution must be either cloud-based or an on-premise installation. o The system must be an existing, off-the-shelf product that satisfies the listed requirements, or requires only minor custom development to do so. o The system must provide training modules, ongoing support, and onboarding assistance for call center staff. o The system must support multi-language call interactions. o The system must provide integrated functionality to record, transcribe, store, and play back calls. o The system must allow the call center to gather feedback from staff. o The system must be able to assist call center management with the implementation of quality assurance measures. o The system must offer personalized feedback to call takers. o What is the extent of your systems implementation in Behavioral Health Crisis Call Centers, specifically regarding the number of years it has been in use? o Provide information on the number of Behavioral Health Crisis Call centers where your solution has been successfully deployed? o Please provide a list of Behavioral Health Crisis Call Centers currently utilizing your proposed solution. • Reporting Requirements (4) o The system must identify trends within groups to enhance service. o The system must provide customizable reports for post-call analysis of Behavioral Health Call Center interactions, including metrics on call outcomes and caller demographics, leveraging AI-processed insights. o The system must include detailed access controls and security measures for application-generated reports, allowing report access to be restricted to specific administrator roles. o The system must identify trends within groups to enhance service...
