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Basic Information

Reference Number

0000282353

Issuing Organization

Miami Dade College

Solicitation Type

RFP - Request for Proposal (Formal)

Solicitation Number

2022-RM-18

Title

Cloud-based Contact Center

Source ID

PU.AG.USA.1861672.C11920951

Details

Location

United States, Florida, Miami-Dade County

Purchase Type

Duration: 4 years

Piggyback Contract

Description

MDC is seeking a scalable Cloud-based Contact Center solution to replace its current system.
1.2 Scope of Services
System requirements and features:
I. Standard Call Center Solution Features
A. Automatic call distribution (ACD)
B. VDN, Vectors and Queues
C. Skills Based Routing
D. Interactive Voice Response (IVR)
E. Automated Attendant
F. Call Recording
G. Call Transfers
H. Supervisor Controls
I. Call Monitoring
J. Call Back Queuing
II. Multichannel Features
A. Chat
B. Text Messages/SMS
C. Email
D. Social Media
III. Contact Center GUI Interface
A. Agent UI Interface
B. Supervisor UI Interface
C. Administrator UI Interface

Dates

Publication

03/07/2022 10:28 AM EST

Bid Intent

Optional

Bid Intent Deadline

03/29/2022 03:00 PM EDT

Question Acceptance Deadline

03/18/2022 05:00 PM EDT

Questions are submitted online

Closing Date

03/29/2022 03:00 PM EDT

Contact Information

Rosella Montejo

3052370009

rmontejo@mdc.edu

Bid Submission Process

Bid Submission Type

Electronic Bid Submission

Pricing

In attached document

Bid Documents List

Item Name	Description	Mandatory	Limited to 1 file
Bid Documents	Documents defining the proposal	Yes	No
No entries

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