Services to be acquired through this RFP include, but are not limited to: a) Provide a comprehensive cloud-based contact center platform CCaaS designed for diverse departmental use within the Cabinet. This CCaaS platform should be equipped to handle multiple communication channels, including voice, email, chat, Short Message Service (SMS), Telecommunications Device for the Deaf, TeleType (TDD/TTY), and optionally, social media. It should include features such as automatic call distribution, interactive voice response, voice bot, chatbot, Customer Relationship Management (CRM), analytics, and Artificial Intelligence (AI) to optimize customer engagement and streamline contact center operations. The CCaaS solution should encompass the essential infrastructure, telephony services, network infrastructure, hardware, and software required to support distributed Contact Center operations for both primary production and Disaster Recovery/Business Continuity environments. It should also include staffing to support the CCaaS platform. b) Configure the CCaaS platform to each of the individual department’s needs by understanding the current configurations and customizations and engaging in requirements-gathering with the departments. The Vendor must also transfer all the data from the current system to the new system. c) Establish and manage an outsourced Contact Center at the Vendor's facility for housing the contact center operations to efficiently handle incidents and requests for CHFS, maintaining a superior level of customer service for stakeholders. This involves delivering consistent services and quality across various contact channels, including voice, email, TDD/TTY, SMS, and chat, utilizing CCaaS as the technology platform. The Vendor facility for operations must be located within the continental United States. The selected Vendor is responsible for seamlessly transitioning the existing Contact Center operations from the current Vendor.
