Specifications include, but are not limited to: TWC desires to procure FDCM OI Contact Center fixed-price services that are customizable to meet the needs of Texans. TWC seeks vendor(s) capable of quickly standing up a contact center. TWC intends to contract with one (1) qualified Respondent to provide FDCM OI Contact Center services, including, but not limited to, the following: 1. FDCM OI Contact Center services with the following key functions: 1.1. Handle calls from queue and route to appropriate department. 1.2. Hire US-based English and Spanish speaking Agents. 1.3. Train Agents. 1.4. Install TWC applications and access TWC internal systems. 2. Stand-up FDCM OI Contact Center. 3. Contact Center Operation and Management. Characteristics for the above listed required services are as follows: 1. FDCM OI Contact Center (See RFO 3202400080 FDCM OI Contact Center Solicitation, Attachment 5, Requirements) A FDCM OI Contact Center stood up by the Vendor to include all equipment, telephony services, and US-based Agents to handle calls from the queue routed by TWC. 2. Compliant with Texas Data Privacy and Cybersecurity Standards
