Customer Service Management Solution
CBC/Radio-Canada
Original Solicitation Links
DPI20261002
]Customer Service Management Solution
Contact
Submission Instructions
Description
CBC/Radio-Canada is seeking proposals for a customer service management solution that combines a bilingual English-and-French knowledge base with an omnichannel ticketing system. The knowledge base must support web-based articles containing text, images, and video; customizable feedback and inquiry forms; self-service ticket deflection; analytics on content usage and effectiveness; customizable branding and JavaScript; and potentially generative AI chatbot capabilities and recommendations for content or configuration improvements. The ticketing platform must accept and respond to customer inquiries across channels including email, social media, app-store reviews, live chat, chatbots, and phone calls, while also supporting API-based ticket submission. Required capabilities include AI- and rules-based categorization, triage, templated and mass responses, escalation and reassignment workflows, customizable agent interfaces with web components, dashboards and segmented reporting, read-only stakeholder access, API access to reporting, administrative tools, and vendor customer-success support. The resulting services agreement may include a three-year term with two irrevocable one-year renewal options.
Classification Codes
Smart Codes
Specifications
Timeline
Location
Documents
Documents available via:
- Website - MERX
- Phone - 1-800-964-6379
'Computer Systems Design Services' Opportunities
Powerex Corp. is seeking qualified suppliers for on-demand information technology consulting service...
The Ontario Education Collaborative Marketplace is seeking qualified professional engineering consul...
EfficiencyOne is seeking proposals from qualified engineering firms for as-needed engineering consul...
The Government of Saskatchewan is seeking prequalified consultants to provide information management...
The Borough of Pompton Lakes is seeking qualified firms or individuals to provide professional infor...
The City of Montpelier, Vermont, is seeking architectural, engineering, and construction management ...
The County of Orange is seeking qualified firms for an on-call slate providing architect/engineer ar...
The U.S. Army Corps of Engineers, Mississippi Valley District, is seeking architect/engineer firms f...
Loto-Québec is seeking consulting firms to provide on-demand information technology professional ser...
The City of Carson is seeking on-call professional consulting services for enterprise GIS, AWS cloud...
The U.S. Navy's Naval Surface Warfare Center Crane Division is seeking industry input from current S...
Puerto Rico's Central Office for Recovery, Reconstruction and Resiliency is inviting proposals for d...
The U.S. Marine Corps is seeking a contractor to provide information technology support services for...
The United States Marine Corps Education Command is seeking a Women-Owned Small Business to provide ...
State University of New York at Geneseo is seeking qualifications from design firms and teams for th...
The Texas Parks and Wildlife Department is planning a statewide indefinite-delivery/indefinite-quant...
Beaufort County is requesting statements of qualifications from consulting firms to provide on-call ...
The Commonwealth of Kentucky, on behalf of Kentucky State University, is seeking architectural and e...
The Texas State University System is seeking architect/engineer professional services to design a 20...
Fort Pierce Utilities Authority is seeking qualified firms for continuing architectural, professiona...
The University of California, Santa Barbara is seeking qualified design professionals for architectu...
Columbia College Chicago is seeking architectural and engineering services for the approximately 21,...
Dane County is seeking architectural and engineering design and construction-phase support for renov...
The City of Bethlehem is seeking a consulting firm to provide architectural and engineering design, ...
Barry County Parks & Recreation Commission is seeking qualified licensed architectural design profes...