Specifications include, but are not limited to: The STATE is looking for a CCaaS solution to migrate from Anywhere365 call center solution to a solution that can integrate with either Microsoft Teams, Zoom or can be used with a proprietary client on the user’s desktop. The STATE currently has Anywhere365 contact center. The STATE uses PowerBI historical reporting. The STATE currently uses Numonix for call recording. The STATE has over 700 configured agents in approximately 80 call centers. The STATE has many smaller call centers, there is generally a supervisor to agent ratio of about 1:5. The STATE provides customized reports for some call centers and standard reports for the others. The STATE provides customized reason codes for more accurate reporting. There are approximately: 700 configured call center agents 375 agents with multiple skills per agent 50 call centers with 1-10 agents 20 call centers with 11-20 agents 2 call centers with 20+ agents The STATE currently has 96 production IVR Ports and host 6 self-service applications that use touch tone and speech recognition along with support for multilingual calls. The STATE supports one outbound application with weekly and monthly call campaigns. There is also a 6 port development environment for testing applications. The STATE currently has one chat bot based on Azure Bot Services in production and two others that are being tested. The STATE is standardizing reporting based on Microsoft Power BI.
