North Carolina eVP #Doc2187036699

North Carolina DES Seeks Cloud-Based Unemployment Insurance Call Center Solution

The North Carolina Department of Commerce, Division of Employment Security (DES), is seeking proposals for a comprehensive, cloud-based Unemployment Insurance (UI) Call Center solution to support statewide UI services. - Government Buyer: - North Carolina Department of Commerce, Division of Employment Security (DES) - Products/Services Requested: - Cloud-based contact center platform for UI services - Inbound and outbound voice and chat support - AI-supported IVR and intelligent automation - Multilingual capabilities - Integration with DES systems - Staffing, training, quality assurance, and reporting - Business continuity and disaster recovery - Key Requirements: - Onshore-only service delivery and U.S.-based personnel - Compliance with state and federal UI program standards - Security certifications: SOC 2 Type 2, FedRAMP, GovRAMP - AI governance and privacy controls - 99.9% uptime SLA and 90% customer satisfaction targets - Detailed transition and knowledge transfer plan - Fully loaded, tiered pricing by interaction volume; performance-based pricing options - OEMs and Vendors: - No specific OEMs or vendors are named; the RFP is open to qualified providers of contact center and telecommunication services - Notable Features: - Emphasis on modern, scalable, and secure technology - Multichannel and AI-enabled self-service - Stringent security, privacy, and performance requirements - Extensive reporting and continuous improvement expectations

Description

The solicitation is a Request for Proposal (RFP) for Unemployment Insurance (UI) Call Center Services issued by the North Carolina Department of Commerce, Division of Employment Security. The purpose is to procure a modern, flexible contact center solution to support statewide UI services, incorporating advanced capabilities such as intelligent automation and AI-supported IVR. The contract term is one year with four optional one-year renewals. Vendors must be registered with the State of North Carolina's Electronic Vendor Portal to respond.

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