RFI for Member Experience Omnichannel Call Center Platform

The buyer requires an onshore, USA-based vendor to provide an offsite member experience omnichannel call center platform. The scope includes delivering a unified solution that streamlines interactions across mobile apps, website chat, SMS, email, and social media messaging. The requested platform must improve operational efficiency, routing, and workforce management while offering advanced analytics, reporting, AI-driven insights, compliance, and security. Specific required capabilities feature after-call AI summaries, automated follow-up tasks, satisfaction messaging, real-time benefit and claim data access, AI-suggested responses, predictive call reasoning, and AI-assisted self-service or pre-agent triage. Only USA organizations qualify to perform this offsite work. Bidders can submit responses digitally via email or online, and the buyer currently seeks proposals to determine the budget. The provided text omits specific evaluation criteria and key dates.