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Vendor Evaluation For Cloud-Based Contact Center Solution
The State handles telephone, email, and visitor interactions with several classes of public servants, including active state employees, retirees, and their dependents regarding retirement and insurance benefit questions. ERS wishes to replace its current hosted Automatic Call Distributor (“ACD”) / Integrated Voice Response (“IVR”) system with a solution that has more integrated services with expanded capabilities using newer technology. Since ERS does not support the current hosted solution, the purpose of this RFQ is to contract for appropriate call center expertise to assist ERS in its due diligence process for evaluating qualified vendors offering responses to ERS’ Request for Proposal (“RFP”) for hosted ACD/IVR services.
