CC-3930 - USA (Oklahoma) - State Based Exchange Contact Center Service - Deadline November 19,2026

(1) Vendor needs to provide state based exchange contact center service. • Contact center will provide frontline consumer assistance as well as specialized and more complex operational support and issue resolution.• Contact center personnel may resolve the matter directly, initiate or manage a case, coordinate with another exchange participant, or escalate the matter or another entity with the authority or information necessary to resolve it• Implement and operate the contact center and provide the technology, workforce, operational services, and ongoing support necessary to deliver exchange customer assistance services.• Contact center will support inbound mail and document processing activities associated with exchange consumer support and operations.• Solution includes capabilities supporting consumer and stakeholder interactions, telephony and interactive voice response, case and interaction management, workforce management, quality management, knowledge management, reporting and analytics, and other functions necessary to support contact center operations.• Providing an integrated service experience across the contact center, exchange technology platform, and other authorized partners.• Real–time operational dashboards.• Daily operational reporting.• Enrollment–related questions and issue resolution.• Case intake, tracking, prioritization, escalation, and resolution coordination.• Complaint intake and escalation.• Appeals intake and administrative coordination.(2) The contract period will be for one year.