Workforce Management & Media Blending Software System
The purpose of this RFP is to solicit proposals from qualified vendors to provide Workforce Management and Media Blending software (WFMS/MB) to the Public Utilities Contact Center and to provide related services including but not limited to:
a) the current release of WFMS software for the Contact Center with a minimum of 120 agents and 10 supervisors;
b) a WFMS that is scalable to optionally allow use by additional contact centers in other City departments for a possible total of 300 agents;
c) the current release of Media Blending (MB) software for the contact center, which will distribute non-phone call inquiries (e.g. email, fax, chat) to the agents’ desktops. The MB system will work in concert with the WFMS application which will forecast volumes and optimize performance across all media types, not just phone calls.
d) implementation services, with the City’s assistance, including installation, configuration, testing, City acceptance testing, deployment, documentation, and training;
e) annual technical support and maintenance including upgrades and releases, and,
f) at the City’s option, additional related software licenses and related services.
