Call Center System Software

This is a Request for Information (RFI), this is not a request for competitive pricing or a process for the County to purchase; this request is only for information gathering purposes. No award will be made based on the results of this process. Any procurement by the County will be the subject of a separate process and subject to budget approval and a signed contract executed by Broward County’s Purchasing Director or the Board of County Commissioners. This Request for Information (RFI) is requesting additional information regarding a future service/solicitation for the Broward Office of the Inspector General. The Division is requesting information which will assist the Division in finalizing the scope of services. This RFI will remain posted until the due date and time indicated. Vendors should submit response electronically through BidSync with the information requested on [Investigative Management Sytem/Web Form] Interested firms are requested to provide information regarding their

ability to supply the products and services described herein to be helpful and useful for a future requisition. The Broward County Call Center provides a single point of contact for the services and programs offered by the more than 60 agencies comprising Broward County government. Callers are provided a fast, simple and convenient way to reach trained, professional information specialists with no voice mail and no transferring from agency to agency. The Call Center handles calls in any language and has English, Spanish and Creole-speaking specialists on staff. The Call Center is currently open for 311 and general inquiries from 08:30am to 05:00pm Monday through Friday, excluding holidays. Additionally, the Call Center manages the Broward County Homeless Helpline, which is open daily from 08:00am to 07:00pm. The Call Center receives over 35,000 calls monthly, with a peak of over 42,000 during the November property tax season. In case of a declared emergency, such as a hurricane or severe flooding, the Call Center converts to a 24-hour Emergency Call Center, with volunteers from other County agencies providing additional manpower. In addition to inbound calls, the Call Center also handles approximately 250 requests per month submitted via email or via the MyBroward app and website. Responses to this RFI questionnaire must be submitted by the date and time listed above to the County. Service Required All responding firms must be able to demonstrate that they are capable of providing an end-to-end software or software-as-a-service (SaaS) solution that will integrate our core operational functions including but not limited to call acceptance and distribution, call recording and archiving, call transcription, customer sentiment tracking, real time monitoring, omni-channel support, workforce management and comprehensive tracking and reporting. Requester John Sam Broward Office of Public Communications Call Center 201 NW 84 Avenue Plantation, Florida 33324 Telephone: 954-357-3994 Email: jsam@broward.org A successful solution includes but is not limited to: Omni-channel support for calls, emails, webforms, app, SMS, live chat, X, WhatsApp, etc. Customizable roles, permissions, and workflow processes. Callback option. Call recording with screen capture and integrated quality monitoring evaluations. Preset and customizable reporting in multiple formats including CSV, PDF and Excel. Call transcription with customer sentiment tracking. Ability to monitor Service Level compliance and call acceptance ratio in real time. Real-time alerts when calls/call times exceed specified thresholds. After call customer satisfaction surveys. Workforce management and scheduling based on historical performance. Robust security. Added on Feb 16, 2024:Bid duration and Questions & Answers Duration have been extended to allow vendors more time to response. New Bid end date: 03/01/2024 New Questions & Answers date: 02/28/2024 Added on Feb 20, 2024:Bid duration and Questions & Answers Duration have been extended to allow vendors more time to response. New Bid end date: 03/08/2024 New Questions & Answers date: 03/06/2024 Description :-All responding firms must be able to demonstrate that they are capable of providing an end-to-end software or software-as-a-service (SaaS) solution that will integrate our core operational functions including but not limited to call acceptance and distribution, call recording and archiving, call transcription, customer sentiment tracking, real time monitoring, omni-channel support, workforce management and comprehensive tracking and reporting.