CC-3936 - USA (Maryland) - Call Center Services - Deadline December 17,2026

(1) Vendor needs to provide call center services.• Cloud based automated call distribution – telephony system will provide intelligent routing of customer contacts based on predefined thresholds, monitoring real–time consumer support center statistics such as but not limited to, agent skill, longest available agents, and wait time.• Interactive voice response – the telephony solution shall provide call queuing and self–service at the edge of the network, allowing for redundancy so that calls can be routed to alternate consumer support centers in the event of a failure.• Weighted skills–based routing: the telephony system shall consolidate contacts to a centralized queue and dynamically route to representatives according to pre–defined business rules and contact priority.• Auto answer: the telephony system shall allow for an automatic connection to incoming calls when an agent is in a ready state. This feature can be leveraged to improve speed to answer.• Courtesy callback: the telephony system shall provide a courtesy callback feature to reduce the time callers are waiting on hold or in a queue. • Whisper feature: the telephony system should provide a whisper feature that will alert a customer service representative of the type of incoming call based on queue selection, providing information such as whether the call is coming from a producer, application counsellor, or the language line.• The contractor shall record 100% of all voice calls (inbound and outbound) and provide the State the ability to retrieve the call information for up to 10 years.• The contractor should utilize an automated tool to provide easy access to process flows, call scripts and procedures while managing calls to support quality performance.(2) An average call time from December 2025 to June 2026 will be 7,11,558 minutes.(3) A pre–bid conference will be held on November 20, 2026.(4) All question must be submitted no later than December 07, 2026.(5) A contract period will be for three years.