USA (North Carolina) – Cloud Based Call Center Platform

(1) Vendor needs to provide cloud based call center platform. - Provide modern, flexible Contact Center solution to support the delivery of Unemployment Insurance (UI) services.- Provide a responsive, claimant?focused solution that aligns with the agency’s future operational and technology needs.- The solution must support a minimum of both voice and chat channels and preferably additional interaction channels.- The Contact Center solution must be a cloud?based platform.- Enhances the overall claimant experience through accessible, efficient customer support.- Provides the ability to scale rapidly in response to fluctuations in UI claim volumes.- Integrates securely and effectively with systems to support accurate and timely service delivery.- Incorporates modern capabilities—such as intelligent automation, AI?supported IVR, and improved communication tools—to streamline interactions and improve operational efficiency.- The proposed solution must externalize identity and access management.- The Contact Center solution must be a cloud?based platform.(2) All the questions must be submitted no later than July 1, 2026. (3) The contract period will be for one year. 

Onshore (USA Organization Only)

Performance of the work will be offsite.