Specifications include, but are not limited to: The Information Center handles approximately 425,000 calls annually with approximately 35 employees responding to those calls. The Information Center also responds to callers via US Mail and e-mail. It responds to questions from attorneys, members of the public, and other stakeholders from New Hampshire and elsewhere. It also transfers calls to multiple parts of the court system, including Superior Court, Circuit Court, and the jury center. It efficiently handles these questions with agents trained in multiple types of information from every part of the Judicial Branch. A sophisticated queue system is of great importantce in providing excellent customer service. The Manager and Assistant Manager may listen to and join any call at any time. They also robustly monitor individual and collective performance, track trends in information and case type requested, and maintain recordings of calls for training and reporting purposes. Any proposed product must enhance and support excellence in the Information Center. A. Overview a. The Selected Vendor will provide a cloud-based communication management system. The system must have the capability of the receipt and transfer of telephone calls, emails, texts, and chat, with the ability to track data and run reports. The system must allow the same access and service to both onsite and remote workers. b. The solution must allow call agents to easily take calls, receive and send text-based messages, and engage in real-time chats with the public. c. Agents must also be able to transfer calls internally and externally, identify those calls in the system as having been transferred, and identify the location to which it was transferred. d. The system must have the capability to call back callers. It must also allow other agents to listen to, be invited into, and potentially take over calls. e. The solution must automatically record the incoming and outgoing calls until it is transferred (if transferred), associate a phone number with those recordings, and have those recordings immediately available to others in the system. f. Intra-system communication is essential. g. The system must have the capability to put calls into queues, access multiple queues, to transfer calls between queues, prioritize queues, and create, customize, and manage queues. h. The proposed solution must have a capability of running a report. Fields must all be searchable and able to be included in reports. Reports must be plentiful and robust and must include at the minimum: calls by agent, phone number, name of caller, case number, subject, time, type of service provided, among other reports. i. Quality of service is crucial. The maintenance and support services must include a dedicated way to make immediate contact with the vendor during business hours (7:30 a.m. – 5:30 p.m. EST) that will prompt timely response. The emergency tickets must be handled within one hour of the request receipt. j. If virtual or physical phones are required, the Selected Vendor is responsible for obtaining such phones or assisting the NHJB in obtaining and installing them at no additional cost.
