Contact Center Phone Replacement

The Snohomish County PUD is seeking a Contact Center as a Service (CCaaS) solution to replace their current on-prem contact center solution. The goal is to improve the customer experience and increase stability for customer interactions. The solution should have a reliable and cost-effective omni-channel infrastructure with multi-channel capabilities, including call handling, email, web chat, video chat, SMS, and social media. The contract was awarded to AT&T. Key features of the contract include: • Replacement of current on-prem contact center solution • Improvement of customer experience and stability for customer interactions • Reliable and cost-effective omni-channel infrastructure • Multi-channel capabilities, including call handling, email, web chat, video chat, SMS, and social media • Workforce Management, Quality Monitoring, and Performance Management applications