Contact Center

Background
The Commonwealth of Kentucky, through the Cabinet for Health and Family Services (CHFS), is seeking a proficient Vendor to provide a comprehensive contact center solution. This initiative aims to enhance customer service across various programs administered by CHFS, including departments such as the Department for Community Based Services (DCBS) and the Department for Medicaid Services (DMS). The contract will involve implementing a cloud-based contact center technology and managed services to improve operational efficiency and customer engagement.

Work Details
The Vendor will deliver the following services:

1. **Contact Center as a Service (CCaaS)**: A cloud-based platform that supports multiple communication channels including voice, email, chat, SMS, TDD/TTY, and social media. It should include features like automatic call distribution, interactive voice response, CRM integration, analytics, and AI capabilities.

2. **Managed Services**: Outsourced contact center operations managed by the Vendor to ensure high-quality customer service across various channels.

3. **Managed Staffing**: Provision of staffing for customer service functions under CHFS management, which may be located at either Vendor facilities or Commonwealth facilities. The Vendor must also configure the CCaaS platform according to departmental needs and facilitate data migration from existing systems.

Period of Performance
The contract is expected to commence upon award with an initial performance period that aligns with the project milestones outlined in the RFP. Specific timelines will be established during the proposal evaluation process.

Place of Performance
The services will be performed within the continental United States, specifically at the Vendor's facility for outsourced operations.