CC-3901 - USA (California) - 24x7x365 Enterprise Cloud Contact Center Services - Deadline October 16,2026

(1) Vendor needs to provide enterprise cloud contact center services.• Services are to support handling agency call volume on a 24/7/365 basis, including all observed holidays.• Ensure continuous and uninterrupted Member access to transportation services across all operating hours.• Inbound Call Routing. Agency receive inbound calls routed through agency Interactive Voice Response (IVR) system based on the caller's progression and selections.• Calls may originate from Members, Clinical Providers, Transportation Providers, or other authorized callers.• Workforce Management Support. The Awarded Bidder shall provide dedicated Workforce Management (WFM) support to ensure consistent and reliable staffing coverage across all agency Transportation Services operating hours, including weekends and observed holidays.a. Automatic Call Distribution b. Voice Mailc. Queuing and Related Featuresd. Agency and Supervisor Connectivity / Application Softwaree. Technical Supportf. Security and Reporting(2) The contract period will be for one year.(3) All the questions must be submitted no later than October 6, 2026.