Description
Covered California is seeking information from vendors to design a comprehensive Workforce Engagement Management (WEM) solution that will replace and expand its existing Cisco‑based contact‑center workforce and quality management tools. The solution must support large‑scale forecasting, scheduling, adherence monitoring, agent self‑service, quality management, analytics, and seamless integration with Cisco HCS, Salesforce CRM, and other third‑party systems, with flexibility for both cloud and on‑premises deployments. Vendors will submit a brief narrative, answered questionnaires, and a checklist, with the potential for an in‑person demonstration in early April.
• Forecasting, staffing, multi‑site scheduling, and real‑time adherence for 700–2,000 agents handling 400 k–1.3 M contacts/month.
• Agent self‑service portals, shift‑trade, productivity dashboards, and robust quality‑management tools (KPI scoring, voice/screen playback, custom reports).
• Full integration with Cisco Hosted Collaboration Solution, Salesforce CRM, and other third‑party applications; cloud‑ready deployment options.