Government Contract | Kentucky
CHFS Contact Center: CCaaS Request for Proposal

Bid Information


Bid Alert No: 00001099020

Bid Title: CHFS Contact Center: CCaaS Request for Proposal

Agency Bid No. Title: RFP 758 1800000056

Received Date: 09/21/2017

Close Date: 10/26/2017

Purchase Type: Not Stated

Delivery Point: various locations, Kentucky

Delivery Date: Not Stated

Special Notices: Pre-Bid Conference 10/03/2017 10:30 AM

Specifications

Specifications include, but are not limited to:The Contact Center is comprised of solutions for providing and operating atechnology platform, as well as delivering managed outsourcing for ContactCenter operation services. Through this RFP, the Cabinet is soliciting proposalsfrom qualified entities, and has identified the following primary functions thatpotential vendors shall address:1. Provide an end-to-end, hosted (cloud-based) Voice over Internet Protocol(VoIP) contact center platform, hereafter called Contact Center, as aService (CCaaS), for use by various departments within the Cabinet. ThisCCaaS shall support multiple contact channels such as voice, email, chat,Short Message Service (SMS), TDD/TTY, and optionally, social media, andwill include an integrated Customer Relationship Management (CRM)application for use by certain CHFS departments. The CCaaS solution willinclude infrastructure, telephony services, network infrastructure, hardware,and software necessary to support distributed Contact Center operations.2. Configure the CCaaS platform, including the Interactive Voice Response(IVR), and reporting to each of the individual department needs byunderstanding the current configurations and customizations, and engagingin requirements-gathering with the departments. The vendor must alsotransfer all the data from the current system.3. Establish and operate a managed outsourcing Contact Center to meet theneeds of CHFS by efficiently handling incidents and requests with a high level of customer service for the stakeholders. The operations includeoffering the same range of services and quality across multiple contactchannels, i.e., voice, email, TDD/TTY, SMS, and chat. The agents will usethe CCaaS as the technology platform. The primary Contact Center facilityfor operations must be located within the continental United States. Theselected vendor will be responsible for transitioning the current ContactCenter operations from the existing vendor.4. Provide managed staffing for customer service functions from vendorfacilities located within the continental United States or at Commonwealthfacilities within Kentucky.

Product Code: 91520

Agency Information


Issuing Agency: Commonwealth of Kentucky - Finance and Administration Cabinet

State: Kentucky

Agency Type: State and Local

Contact: Nikki James 702 Capitol Avenue, Room 095, Frankfort, Kentucky, 40601

Email: nikkij.james@ky.gov

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