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Real Estate Commission Requests Call Center Recording Solution

Proposed systems must record 100 percent of incoming and outbound external calls and include quality management functionalities for approximately 150 call evaluations per week.

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The Texas Real Estate Commission (TREC) has issued a request for offers (RFO) from Department of Information Resources contract vendors for a call center recording solution.

TREC estimates it receives approximately 600 to 1,200 calls per day, five days a week with an average call length of 330 seconds.

Proposed systems must record all incoming and outbound external calls, provide notification of updates that will affect compatibility with Cisco Finesse, retrieve all recorded calls for playback with recording control functionalities, forward recorded calls via email, flag recordings and more.

The system must also make calls searchable by agent name, agent phone ID, date, time, phone number and special identifying number. Recordings must be savable outside of the proposed system and exportable to MP3 or wave files.

Quality management functionalities have also been requested to allow for approximately 150 evaluations per week, with separate dashboards for evaluators and agents.

The evaluator dashboard must include a respective quality assurance plan for each month, evaluation statistic tracking and challenged calls completed and pending.

The agent dashboard must include all evaluated calls and scoresheets, the ability to filter evaluated calls and scores by date range, the ability to listen to evaluated calls and the ability to challenge a call.

More detailed information about RFO No. 329-25-40000R1, including all submission requirements and requests, can be found online. Solicitation questions are due at 10 a.m. June 5. The deadline for submissions is 2 p.m. June 17. Kimberly Donnelly is the point of contact for this RFO.
Chandler Treon is an Austin-based staff writer. He has a bachelor’s degree in English, a master’s degree in literature and a master’s degree in technical communication, all from Texas State University.