Welcome Center Call Center / Austin Frederick II
The intent of the Request for Proposal (RFP) is to solicit sealed proposals for application software and hardware that best meets the requirements of the University of Texas M. D. Anderson Cancer Center (M. D. Anderson) for a top tier "Call Center System." The software vendor must have a demonstrated ability to provide the following minimum criteria.
1.
Create a seamless Call Center System linking the initial call to its final destination
2.
Provide for comprehensive real-time and historical reporting of performance metrics, call load and system status
3.
Provide automated paging/dialing
4.
Be Web enabled
5.
Provide park and page functionality
6.
Provide real-time linkage to requisite institutional related data interface
7.
Provide for extensive scripting/custom forms and "on the fly" revision of user controlled scripting/forms
8.
Provide for ability to guide call takers through extensive decision tree/business rules
9.
Provide for "fail safe" mode whereby requisite information is backed up and made available to agent stations in event of a catastrophic failure
10.
Provide a separate environment for training, testing and development.
11.
Provide the capability for recording all calls.
12.
Integration with Avaya S8720 telephone system
