CC-3880 - USA (Virginia) - RFI for Human Resources Benefits Contact Center Services - Deadline September 16,2026

(1) Vendor needs to provide human resources benefits contact center services – The contractor will assist employees in accessing the GRB Platform application or equivalent and making transaction.– The contractor shall also assist former spouses, survivors and children of employees regarding information on benefits upon request.– Communication Received from telephone calls, email, web chat, chatbot interactions, or mail.– The operational hours of the contact center shall be from 7:30 AM to 7:30 PM, Monday through Friday, ET, excluding the observed government holidays.– The contractor shall deliver services through the following channels: • Inbound telephone (toll–free Benefits Line)• Email • AI–powered chatbot for Tier 1 self–service inquiries• Scheduled call back• deaf and hard of hearing customers(a) maintain a unified interaction record across all channels for each customer, enabling complete interaction history for multi–touch cases; (b) provide call recording capability for all inbound telephone interactions; (c) voice average call wait time and callers in queue for telephone interactions; (d) support government monitoring of all interactions via the contractor's solution in real time or via recordings; and (e) include an agent assist AI capability that provides real–time guidance to CSRs during live interactions