The Texas Comptroller of Public Accounts (CPA) has issued a request for offers (RFO) for call center modernization services and contact center solutions.
According to the request, CPA is looking to migrate its current call center functions to a contact center as a solution (CCaaS) to expand its services to customers beyond inbound and outbound calls.
The solution must include automatic call distribution, interactive voice response in English and Spanish, call interaction capturing, reporting and analytics, a basic quality management system, a workforce management application, an outbound dialer, an internal help desk with live chat, a knowledge management system, virtual agent capabilities, data mining and an easily navigable user interface for both managers and agents.
CPA has also requested training for CPA IT personnel, 24-hour access to a CCaaS service portal and disaster recovery services.
The chosen respondent must be capable of migrating CPA’s 16 call centers and more than 1,100 agents to the proposed solution with no loss of functionality during the transition.
More detailed information about RFO No. 304-25-1180PC can be found online. The deadline for question submissions is 2 p.m. Jan. 13. Offer submissions are due by 2 p.m. Feb. 10. Philip Chaimongkol is the point of contact for this solicitation.
Texas Comptroller to Modernize Call Centers
The office is looking to migrate its current call center functions to a contact center as a solution to expand its services to customers beyond inbound and outbound calls.
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