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| 37 | Offsite Records Storage, Shredding, and Scanning Services | RFP | Looking for vendors to submit proposals for the storage of semi-active and inactive records. These records, which no longer require immediate access but are not yet eligible for disposal due to administrative, fiscal, or legal requirements, must be retained for a specified period beyond their administrative need. Consequently, they will be sent offsite for storage until their disposition, as outlined in the record retention schedules. The full scope of work is detailed in the following section. | | 8/30/2024 1:00:00 PM | 10/11/2024 5:00:00 PM | 11/15/2024 | 9/25/2024 5:00:00 PM |
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| 7 | Member Experience Communications Platform | RFP | The new system shall meet the following objectives:
• Replace the existing AWS Connect with a cloud-based communications service that provides Omni-Channel Contact Center with native MS Teams certified integration.
• Implement skills-based routing; remote agents; multi-channel agents; voice and screen recording; place-in-queue estimated wait time and scheduled callback; Interactive Voice Response (IVR) self-service/help; screen pops; priority routing; workforce optimization/management (including forecasting capability); customer feedback; voice authentication; real time voice analytics during calls (resulting in real time AI assisted calls), AI assisted chat capability integrated with email, IVR, and lacera.com; and service requirement escalations, analytics and reporting.
• Complete the initial implementation of the platform by end of FY 2024, with subsequent phase with TBD implementation dates as we fully capitalize on all services sought.
In addition to the functionality identified above, LACERA is seeking a Proposer to provide professional services (e.g., best practices guidance, training, project management, implementation, integration, and report development) that will ensure a successful implementation in a timely and professional manner.
| | 11/6/2023 12:00:00 AM | 1/12/2024 5:00:00 PM | | 12/8/2023 5:00:00 PM |