Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-70600

Government Authority located in Ohio; USA based organization looking for expert vendor for integrated voice response system replacement services.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide integrated voice response system replacement services.
- The City will consider proposals for on-premises or hosted solutions.
- The City seeks a turnkey complete working solution. Any incidental items omitted in the Contract will be provided as part of the Contractor’s price. The Contractor will fully identify, describe, and document all systems that are delivered as a part of the project.
- A turnkey solution for a replacement integrated voice response (IVR) system. Summary of Scope:
• Inventory and function assessment of existing Genesys environments.
• Migrate existing functions to new system.
• Transition from primary rate interface (PRI) to session-initiated protocol (SIP).
• Plan and implement new workforce management automation functionality.
• Plan and implement new integrated communication methods for email and web chat.
• Plan and implement a new test environment.
• Assess and recommend future features and functions.
- Solution can be completed and in production by January 31, 2025.
- Contractor will identify and request any City or third party resources needed for success of the project.
- Contractor will incorporate planning, design and implementation for City PRI to City SIP transition.
- Contractor will create a comprehensive project plan.
- Contractor will develop a comprehensive user department engagement plan.
- Contractor will create a project management plan.
- Contractor will ensure equivalent existing functions are implemented in the new system.
- Contractor will build test scripts and a testing plan.
- Contractor will recommend best practices to maximize utilization efficiency and user experience.
- Contractor will recommend post-implementation future functions and improvements.
(2) All questions must be submitted no later than June 13, 2023.

[*] Eligibility:

Onshore (USA Organizations Only)

[*] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

[*] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Tuesday, 11 July, 2023

Question Answer Deadline : Tuesday, 13 June, 2023

Category : Software, System and Application, Call Center and Answering, Telecommunication Services, Supplies, Components, Accessories or Related Equipments

Country : USA

State : Ohio

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