PROVIDE A MULTI-CHANNEL CONTACT CENTER THAT RESPONDS TO AND RESOLVES TIER 1 USER ROUTINE SERVICE REQUESTS R…

Public award description

PROVIDE A MULTI-CHANNEL CONTACT CENTER THAT RESPONDS TO AND RESOLVES TIER 1 USER ROUTINE SERVICE REQUESTS RELATED TO THE SYSTEMS THAT COMPRISE THIS PROJECT: 1) THE INTEGRATED ACQUISITION ENVIRONMENT SYSTEMS AND 2) THE GSA OCAO ACQUISITION SYSTEMS NOT FORMALLY A PART OF IAE. REQUESTS OF A TIER 1 ROUTINE NATURE ARE TO BE HANDLED TO RESOLUTION AND REQUESTS OF A MORE DIFFICULT TECHNICAL AND POLICY NATURE ARE TO BE REFERRED TO THE APPROPRIATE TECHNICAL OR POLICY RESOURCE; TIER 1 SHALL HAVE THE CAPABILITY TO ESCALATE MORE DIFFICULT ISSUES TO TIER 2/3 LEVEL SERVICES FOR THE PERTINENT SYSTEM(S) OR TO THE IAE ARCHITECTURE AND OPERATIONS SUPPORT CONTRACTOR, WHEN IT BECOMES AVAILABLE. THE ACQUISITION SERVICE DESK SHALL PROVIDE A SINGLE POINT OF CONTACT, USING MULTI-CHANNELS OF COMMUNICATION, LEVERAGING THE COMMUNICATIONS INFRASTRUCTURE. MULTI-CHANNEL REFERS TO WEB (WEB FORMS, AND WEB CHAT) AND PHONE CHANNELS OF COMMUNICATION. IT SHALL ALSO PROVIDE A SELF SERVICE, SEARCHABLE, WEB-BASED KNOWLEDGEBASE TO ENABLE USERS TO LOCATE INFORMATION THAT MAY RESOLVE THEIR NEED FOR HELP (TIER 0). THE CONTRACTOR SHALL PROVIDE AND MAINTAIN TURNKEY SERVICE OF CUSTOMER SERVICE REPRESENTATIVES (CSR), AUTOMATIC CALL DISTRIBUTOR (ACD) AND TELECOM EQUIPMENT AND NETWORK SERVICES, INCLUDING CALL PROCESSING EQUIPMENT, AND FACILITIES AND NETWORK SERVICES FOR RESPONDING TO INCOMING EMAIL WEB FORMS, PHONE CALLS AND WEB CHAT FOR ACQUISITION SERVICE ASSISTANCE. THE SOLUTION MUST BE MANAGED BY CSR AGENTS AS A CROSS-CHANNEL ONE, RATHER THAN AS ISOLATED CHANNELS. ALL FACILITIES AND TECHNOLOGY INFRASTRUCTURE PROVIDED SHALL CONFORM TO THE REQUIREMENTS SET FORTH IN SECTIONS C.5 AND C.6 OF THE BASE CONTRACT RESPECTIVELY AND MUST BE LOCATED IN THE UNITED STATES WITHIN THE CONTIGUOUS 48 STATES.