UI Call Center Services
DEPARTMENT OF COMMERCE (NC)
Original Solicitation Links
Doc2187036699
]ui call center services 43-1389-26
Contact
Submission Instructions
Description
The North Carolina Department of Commerce, Division of Employment Security (DES) is seeking a vendor to provide Unemployment Insurance (UI) Call Center Services. The goal is to procure a modern, flexible contact center solution that enhances the claimant experience, allows for rapid scaling in response to fluctuations in UI claim volumes, integrates securely with DES systems, and incorporates modern capabilities such as intelligent automation and AI-supported IVR. The selected vendor will be responsible for delivering comprehensive call center services, including staffing, technology, and support, all while adhering to strict security and data handling requirements, including compliance with FedRAMP or GovRAMP standards for any cloud-based solutions. The contract will have a term of one year with four optional one-year renewals. Vendors are encouraged to propose innovative approaches and technologies, such as AI-driven virtual agents and intelligent routing, to improve service outcomes and operational efficiency. The RFP includes detailed requirements and specifications for staffing, technology, security, service level agreements (SLAs), and pricing, all of which must be addressed in the vendor's proposal.
Classification Codes
Smart Codes
Specifications
Requirements
- Worker's Compensation — $10,000.00
- Commercial General Liability — $2,000,000.00
- Automobile Liability — $500,000.00
- Minimum 3 references
- Within the last 3 years
- Client point of contact required for each reference
Documents
| Title | Date Posted |
|---|---|
| RFP 43-1389-26 DES UI Call Center Services FINAL 6-16-26.pdf | Jun 17, 2026 10:53 AM |
| Attachment L_UI_Call_Center_RFP_Requirements Specs FINAL.xlsx | Jun 17, 2026 10:53 AM |
| Attachment L_UI_Call_Center_Pricing_Workbook FINAL.xlsx | Jun 17, 2026 10:53 AM |
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