The organization is interested in contact center-as-a-service (CCaaS) platforms capable of the following integrated functions:
- An automatic call distributor
- Estimated and virtual hold
- Conversational artificial intelligence interactive voice response
- Workforce management application
- Quality management
- Voice/screen contact recording and speech analytics applications
- Omnichannel messaging
- Advance AI agent assistance
NTTA’s current system for both its contact center and its corporate offices is a premise-based voice over Internet protocol. Its current call volume is 5.4 million, plus 44,000 customer emails processed annually.
Additionally, NTTA has expressed interest in unified communications-as-a-service (UCaaS) platforms with call transfer and voicemail capabilities.
The organization will require licenses for approximately 700 CCaaS users and 2,500 UCaaS users.
More detailed information about RFI No. 87547, including all submission requirements and requests, can be found online. A pre-bid conference will be held online at 9 a.m. July 19. Questions regarding this RFI are due by 11 a.m. July 24. The due date for submissions is 11 a.m. Aug. 7. Kent Brown is the point of contact for this request.
