Vendor needs to provide call centre software.
- It has a toll-free number and a local number to receive international calls. It serves people that have been displaced from their country of origin, hosting families and others interested in the Refugee Response in agency.
- Agency is looking for a solution to operate the Refugee Response Green line. We request call centre services and an omnichannel solution for the operation of an in-house call centre for the existing toll-free number (0800-800-11), as it is already well known by the community; and a regular number that accepts international calls. The solution should expand the channels of the Green Line by having the capacity to also operate Telegram, and Viber, and a web chat.
- Telephone- all incoming calls from the existing toll-free number. It is expected to receive and call from the platform to fix and mobile numbers (inbound and outbound). Have an automated message in multiple languages in case all agents are busy, and when there is no service. The platform should be able to synchronize with the existing number (0800-80011), and capacity to respond to international calls, for which a second number needs to be integrated.
- Viber and Telegram - real-time interaction. Feature to create predefined responses. The platform must be able to sync with an existing number or provide a new digital number if that is not possible.
- Live chat - the proposed solution is expected to include the ability to integrate a web chat that allows agents to interact with visitors to specific website.
- The solution should support a minimum of 15 agents and have the capacity to respond a minimum of 6,000 calls per month, an average of 3,000 inquiries on Telegram/Viber and have a web chat API.
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