CC-3860 - USA (Washington, DC) - Contact Center Services - Deadline November 9,2026

Vendor needs to provide contact center services capable of delivering a modern, technology–enabled contact center that supports omnichannel engagement and leverages emerging technologies such as artificial intelligence (AI), automation, analytics, and digital self service tools to improve customer experience and operational efficiency.• The agency seeks to assist district residents using their preferred channel of communication and, therefore, provide high quality customer support through agent assisted channels such as telephone, email, and web chat and AI driven technology, including chatbots, voice AI and IVR driven self–service.• The contractor shall maintain high levels of quality customer service, operational efficiency and regulatory compliance with the district residents enrolled in SNAP, TANF, medicaid, and other locally funded district programs.1. Artificial intelligence and automation:– Conversational IVR and voice AI.– Intelligent chatbots.– Agent assists tools.– Automated call summarization.– Predictive analytics for demand forecasting.2. Innovation Improvement:– The program shall focus on improving service delivery, customer satisfaction, workforce efficiency, quality assurance, accessibility, automation, analytics, and emerging contact center technologies.– Contact center workflow optimization.– AI–enabled customer service capabilities.– Intelligent virtual assistants and chatbots.– Workforce management enhancements.– Speech and text analytics.– Omnichannel service improvements.