RFI for Human Resources Benefits Contact Center Services

The buyer seeks a vendor to provide human resources benefits contact center services to assist employees, former spouses, survivors, and children with benefits information and transactions using the GRB Platform or an equivalent. The contractor must operate offsite from 7:30 AM to 7:30 PM Eastern Time, Monday through Friday, excluding observed government holidays. Required delivery channels include a toll-free inbound telephone line, email, an AI-powered chatbot for Tier 1 self-service inquiries, scheduled call backs, and support for deaf and hard of hearing customers. The vendor must maintain unified interaction records, record inbound phone calls, report voice average call wait times and queue counts, allow real-time and recorded government monitoring, and provide an agent-assist AI tool for live interactions. Eligibility requires an onshore USA organization working from its own premises. The buyer is currently looking for proposals to determine the budget, while the text omits evaluation criteria and key dates.