Description
The United States Navy is seeking a vendor to provide 41 software-as-a-service (SaaS) platform provider licenses by NICE inContact. The SaaS platform will be used to manage customer interactions across voice, email, chat, and social media. The vendor will be required to provide professional services related to maintenance and optimization of the platform, as well as hosting services. The contract will have a base year of 12 months, with three option years. The vendor will be required to provide user account access for up to 41 NRC agents, as well as service setup, installation, and maintenance support.
Key features of the platform include:
* Ability to segment, target, and engage website visitor traffic in real-time
* Ability to match visitors to NRC agents
* Web-based system without requiring end-user client installation
* Ability to monitor visitor behavior and identify visitors who may need help
* Ability to proactively engage leads/prospects with live chat invitations
* Real-time reports and queries for executive-level summary and detailed information
* Ability to customize pre-chat questions and change chat hours
* Ability to view duplicate chats from the same entity
* Ability to see unmasked chat typing
* Chat capability for mobile users
* Ability to block IP addresses