USA (Washington, DC) – Unified Communication Platform

(1) Vendor needs to provide unified communication platform. - Provide the infrastructure for the operation of a contact center that offers Interactive Voice Response (IVR) functionalities, manages calls, to support robust virtual service channel for the agency. - Annual Licensing for up to 100,000 minutes for 12, months.- On-demand support for technical remote assistance and system support.- Short messaging service.- Reporting.- Design and platform configuration.- Platform implementation, testing and training.- Go live support and stabilization.- On demand technical assistance.• Requirements:- Platform should have the ability to manage calls, call recordings, call transfer and call deposition registration.- Generate reports that monitor real time and monthly performance metrics such as the types of calls (including incoming calls, outgoing calls, virtual appointments, call transfers, and other variations).- Provide telephone numbers that will be designated for the contact center.- Ability to configure the IVR (Interactive Voice Response), to include a welcome message, menu options, and procedures for after-hours operations (such as messages or voicemail options).- The distribution of skill groups (pertaining to language capabilities or handling of complex calls for functions such as breastfeeding support or nutrition).- The implementation of a satisfaction survey or feedback collection mechanism. - The establishment of accounts for agents and supervisors.- Real time chat support though website and mobile apps capability.- Ability to have a centralized and decentralized call center.- Automated calls for surveys and campaigns.(2) The contract period will be for one year. 

- Onshore (USA Organization Only);

Performance of the work will be Offsite.