Posted Date : June 21,2019
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : SW-25331
Government Authority located Michigan; USA based organization looking for expert vendor for ChatBot System.
[A] Budget: Looking for Proposals
[B] Scope of Service:
(1) Vendor needs to provide ChatBot System to provide off-hours support to Students, Faculty, and Staff to compete in the new information age where support is available 24/7/365.
- chat bot solution must contain an integral live chat function from which it can ‘learn’ from
- established software firm that can provide evidence and references for previously successful installations and implementations at other schools, colleges, and/or universities
- ChatBot software installed and available on both www.macomb.edu and my.macomb.edu.
- Live chat functionality
• Agent training
• Chat etiquette
• Technical - Software specific training
• Visitor behaviors – The ability to “listen” to what a visitor is saying and/or asking through key word recognition. The ability to “hear” the visitor’s tone.
• Customized set-up
• Multiple chats per agent
• Agent segmentation
• Ability to assign agents within various departments
• Routing to different departments
• Branding on chat buttons – Instead of using vendor canned images on chat buttons, the ability to incorporate our logo (or departmental logos, if needed).
• Chat buttons change during work hours vs. off hours For example: Online, Busy, Offline buttons show depending on agent availability
• Greetings change during work hours vs. off hours For example, Online button uses Pre-chat survey message; Busy button uses Assisting other visitors message; Offline button uses Offline survey message
• IP address blocking
• Seamless Mobile experience (responsive design)
• Surveys (pre/post)
• Website segmentation – Ability to segment departments. For example, Chats initiated from Financial Aid pages go directly to Financial Aid chat agents, etc.
• Each agent shall have their own login (no shared seats)
• Language translation – System shall support three output languages: English is primary, followed by Spanish & Arabic. Input language is English only.
• Real-time analytics
• Campaign tracking
• Monitor agent activity
• Quantity engaged
• Quantity abandoned
• Quantity satisfied/dissatisfied
• Visitor behavior
• Visitor chat history
• Visitor geographical location
• Visitor wait time
• Reporting
• Activity during work hours vs. off hours
• Agent activity
• Chat transcripts
• Daily, Monthly, Yearly activity
• Missed opportunities
• Satisfaction ratings (overall & by agent)
• Segmentation – Ability to run departmental reports. For example, run Chat activity for Financial Aid chats, etc.
• Survey activity
• Screen & document sharing
• Vendor support – Needed during office hours for setup, training, reporting, troubleshooting
• Tiered license model – so College can purchase only the capacity it needs.
(2) All questions must be submitted no later than June 25, 2019.
(3) A contract period will be for three years.
[C] Eligibility:
- Onshore (USA Only);
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: July 12,2019
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$
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Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : SW-25331
Government Authority located Michigan; USA based organization looking for expert vendor for ChatBot System.
[A] Budget: Looking for Proposals
[B] Scope of Service:
(1) Vendor needs to provide ChatBot System to provide off-hours support to Students, Faculty, and Staff to compete in the new information age where support is available 24/7/365.
- chat bot solution must contain an integral live chat function from which it can ‘learn’ from
- established software firm that can provide evidence and references for previously successful installations and implementations at other schools, colleges, and/or universities
- ChatBot software installed and available on both www.macomb.edu and my.macomb.edu.
- Live chat functionality
• Agent training
• Chat etiquette
• Technical - Software specific training
• Visitor behaviors – The ability to “listen” to what a visitor is saying and/or asking through key word recognition. The ability to “hear” the visitor’s tone.
• Customized set-up
• Multiple chats per agent
• Agent segmentation
• Ability to assign agents within various departments
• Routing to different departments
• Branding on chat buttons – Instead of using vendor canned images on chat buttons, the ability to incorporate our logo (or departmental logos, if needed).
• Chat buttons change during work hours vs. off hours For example: Online, Busy, Offline buttons show depending on agent availability
• Greetings change during work hours vs. off hours For example, Online button uses Pre-chat survey message; Busy button uses Assisting other visitors message; Offline button uses Offline survey message
• IP address blocking
• Seamless Mobile experience (responsive design)
• Surveys (pre/post)
• Website segmentation – Ability to segment departments. For example, Chats initiated from Financial Aid pages go directly to Financial Aid chat agents, etc.
• Each agent shall have their own login (no shared seats)
• Language translation – System shall support three output languages: English is primary, followed by Spanish & Arabic. Input language is English only.
• Real-time analytics
• Campaign tracking
• Monitor agent activity
• Quantity engaged
• Quantity abandoned
• Quantity satisfied/dissatisfied
• Visitor behavior
• Visitor chat history
• Visitor geographical location
• Visitor wait time
• Reporting
• Activity during work hours vs. off hours
• Agent activity
• Chat transcripts
• Daily, Monthly, Yearly activity
• Missed opportunities
• Satisfaction ratings (overall & by agent)
• Segmentation – Ability to run departmental reports. For example, run Chat activity for Financial Aid chats, etc.
• Survey activity
• Screen & document sharing
• Vendor support – Needed during office hours for setup, training, reporting, troubleshooting
• Tiered license model – so College can purchase only the capacity it needs.
(2) All questions must be submitted no later than June 25, 2019.
(3) A contract period will be for three years.
[C] Eligibility:
- Onshore (USA Only);
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: July 12,2019
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$