A vendor is sought to implement a cloud-based contact centre solution that allows for comprehensive user and group account management, including creation, editing, and deletion with designated management controls and restrictions. The system must be capable of advanced call routing to the most appropriately skilled agents, support multiple queues with configurable prioritization, and retain callers’ positions virtually until their turn arrives. Supervisors should be able to monitor live calls silently, utilize whisper coaching, barge-in capabilities, and access screen and call recordings for real-time monitoring and audit purposes.

Interactive Voice Response (IVR) functionality is required, enabling internal creation of call flow processes. The platform should provide seamless blended functionality, permitting consultants to handle inbound and outbound calls efficiently, as well as downloadable and shareable recordings for review with audit trails maintained. Automated messaging features are expected to deliver continuous support, improving customer experience and enabling effortless self-service actions via easy integration with systems such as account status and bill payments.

Social media interactions must be visible to staff, and the system should offer automated agent functions, including chatbot integration for responding to frequently asked questions. Support for instant messaging channels such as SMS, webchat, and social messaging is necessary. The solution is to be implemented for a contract period of three years.