Description
The California Public Utilities Commission (CPUC) is seeking potential solutions from contractors to implement a future CAB Integrated Telephony (CIT) system. The CIT system should efficiently implement and integrate telephony and customer relationship management (CRM) software to provide a complete call center solution. The system should automatically capture consumer case data, modernize the portal, enable seamless data sharing, and provide reliable reporting tools. The CPUC is looking for a holistic solution that addresses the current issues with the Consumer Affairs Branch's (CAB) Consumer Information Management System (CIMS) and telephony system.
• The current CIMS system is outdated and unstable, with manual data entry vulnerabilities and inadequate reporting.
• The telephony system does not integrate with CIMS, preventing complete case auditing and creating database integrity risks.
• The Utility Portal has inadequate security protocols, is functionally inadequate, and has additional issues that cannot be addressed.
The CPUC requires a solution that meets the functional requirements, including report management, computer-telephony integration, case management, and data entry. The solution should also ensure the confidentiality, integrity, and availability of all information provided by the CPUC.