Contact Center Services

The agency requires a vendor to provide modern, technology-enabled contact center services supporting omnichannel engagement for District residents enrolled in SNAP, TANF, Medicaid, and other locally funded programs. The buyer needs agent-assisted support via telephone, email, and web chat, alongside AI-driven technologies such as conversational IVR, intelligent chatbots, voice AI, automated call summarization, agent-assist tools, and predictive analytics. Requested scope includes optimizing workflows, enhancing workforce management, utilizing speech and text analytics, and continually improving service delivery, accessibility, and operational efficiency while maintaining regulatory compliance. The buyer requires offsite performance and restricts eligibility exclusively to onshore entities within the USA. Bidders must submit proposals digitally via email or online to provide budget pricing. The provided text omits specific evaluation criteria and key submission dates.