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SW-30292 - USA (Colorado) - Telephony and Interactive Voice Response Systems - Deadline February 7,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-30292

Government Authority located in Colorado, USA based organization looking for expert vendor for telephony and interactive voice response systems.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide telephony and interactive voice response systems for interested in evaluating both on-premise and hosted solutions to replace our current telephony system.
- The new system must offer 650 personal access licenses and 9 operator licenses, support up to 1000 users and up to five contact centres, and have tele- and video-conference functionality, softphone technology, and analytical reporting
- At this time, our network infrastructure includes a combination of Cisco and Dell hardware, and Microsoft and VMWare applications
- While the stop fraud hotline receives an average of sixty-three calls daily, nearly half of the callers are effectively routed to other agencies
- The current telephony system was installed and implemented in 2011-12 and includes a combination of ShoreTel-supported hardware and software
- CenturyLink is our voice service provider for six 24-channel PRI, 1000-block of consecutive DIDs, two toll-free lines, and four 1FB lines, the caller ID for which is hidden or blocked for undercover use
- Caller IDs for incoming calls are passed on to recipients, when available
- Outgoing caller IDs only pass on our main number and a generic name
- Nineteen analogue lines accommodate faxing via multifunction print devices, and dialling via crestron devices in two conference rooms and a training room
- Four-digit dialling is enabled for internal calls
- Currently, users only have the option of desktop phones; desktop phones are installed at user workstations, case and work rooms, private calling rooms and conference rooms
- Approximate call volume was 121,251 in-bound calls and 1,300 outbound calls in 2018.
(2) A mandatory pre-proposal site tour will be held on January 15, 2020.
(3) All question must be submitted no later than January 17, 2020.
(4) Contract period will be for one year.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

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

Expiry Date : Friday, 7 February, 2020

Pre-proposal Conference Date : Wednesday, 15 January, 2020

Question Answer Deadline : Friday, 17 January, 2020

Category : Software, System and Application, Call Center and Answering

Country : USA

State : Colorado

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