RFI Event - Consolidated Call Center

Location:	North Carolina
Posted:	Dec 9, 2024
Due:	Jan 24, 2025
Agency:	State Government of North Carolina
Type of Government:	State & Local
Category:	V - Transportation, Travel and Relocation Services
Solicitation No:	Doc1386041218
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Solicitation Number:	Doc1386041218
Project Title:	RFI Event - Consolidated Call Center
Description:	The Department requires a consolidated DHB call center solution that utilizes an AI Enabled Automated Voice Response Systems (AVRS) to increase efficiency in call center communications and decrease confusion, errors and the number of agents required to handle calls. A single phone number would lead to the AVRS to gather caller information and their call reason, and then reference its databases to either answer the question or to transfer the caller to the appropriate call center.
Opening Date:	1/24/2025 3:00 PM
Posted Date:	12/10/2024
Status:	Open
Department:	DEPARTMENT OF HEALTH AND HUMAN SERVICES - DHHS


Solicitation Number * Doc1386041218	Department DEPARTMENT OF HEALTH AND HUMAN SERVICES - DHHS	Status Reason Open
Opening Date 2025-01-24T15:00:00.0000000	Posted Date * 2024-12-09T20:46:06.0000000Z	Commodity Code Cloud-based software as a service
Mandatory Conference/Site Visit — —	Special Instructions —
Description The Department requires a consolidated DHB call center solution that utilizes an AI Enabled Automated Voice Response Systems (AVRS) to increase efficiency in call center communications and decrease confusion, errors and the number of agents required to handle calls. A single phone number would lead to the AVRS to gather caller information and their call reason, and then reference its databases to either answer the question or to transfer the caller to the appropriate call center.

Attachments 30-2024-042-DHB _ Consolidated Call Center RFI.pdf (225.09 KB) Attachment 1. Transfer and Referral Process.xlsx (62.02 KB)

See also