IT Service Desk Services

Miami University is seeking proposals for IT Service Desk Services to provide a long-term partnership for quality service desk support at a reasonable price. The proposed solution should include AI chatbots, emailbots, voicebots, human escalation, and integration with the university's ITSM platform, TeamDynamix. The solution should provide 24x7x365 coverage, respond to customer interactions, and deliver high customer satisfaction. The proposal should include a structured response addressing the requirements and specifications listed in the RFP. Some key points to consider: • Respond to customer interactions from various channels • Human agents and data based on US soil • 24x7x365 coverage • High customer satisfaction • Integration with TeamDynamix • Security, compliance, and data governance • Implementation and transition approach • Reporting, analytics, and continuous improvement • Cost structure and pricing model • Expansion beyond traditional IT service desk • Accessibility and compliance with Web Content Accessibility Guidelines (WCAG) 2.1, Level AA