OCHN releases RFP for Contact Call Center

OCHN current call center solution for the Access Center Call queue has come to end of life and
must be replaced. This is the main Call center for 248.464.6363 which is currently serviced by
Bull Frog Technologies with six agents and two manager licenses. The current system is NOT
compatible with our existing phone system Microsoft Teams, which thus requires agents to have
two phone numbers and systems that cannot be used at the same time.
The replacement system will be greatly expanded in scope to include:

 Customer Services will also use the solution with their own CallQ/Number and agents
with different workflows
 Future system will also include the ability to handle SMS messages to target a younger
demographic
 Future system will also include the ability to handle Web Chat/Bot in our corporate
www.oaklandchn.org page to direct persons served to the proper department queue.

Only written proposals will be considered. OCHN requires comprehensive responses to every
section within the solicitation to facilitate the review of the responses. Proposers shall follow
the described proposal format, content, and sequence. The intent of the proposal format is to
expedite review and evaluation. It is not the intent to constrain Proposers with regard to
content, but to assure that the specific requirements set forth in this solicitation are addressed
in a uniform manner amendable to review and evaluation. Additional information regarding
any concerns, barriers, or suggested modifications may be included for consideration and must
be clearly identified as such.

To be eligible to submit a proposal, a completed Confirmation of Interest Statement must be emailed to Jen Hillier, at hillierj@oaklandchn.org, for receipt by May 9, 2022.

Electronic submission MUST include the following subject line: RFP #0563.2022 Contact Call Center

For complete information, select the link and then the paperclip.