Contact Center Services for DOL National Contact Center

The Department of Labor National Contact Center (DOL-NCC) directly supports departmental strategic goals by providing customers across the nation with timely, accurate and understandable information for a wide range of Departmental programs and services. To accomplish this, the DOL-NCC interacts with customers through the communication vehicle of their choice including telephones, self- service on the web, texting, email, chat, Interactive Voice Response (IVR), web-enabled calling, Voice over Internet Protocol (VoIP), voice recognition and text-to-speech technologies, fax, and U.S. mail. DOL is seeking a qualified Contractor knowledgeable of industry best practices in CX, call center operations, Salesforce cloud CRM system development and maintenance, Salesforce Agentforce development and implementation, Genesys configuration and management, financial management, contract management, IT system Security management, performance management, communications management, workforce management, data reporting and management, and prescribed rules of conduct concerning Government information dissemination and contracting. The Contractor shall furnish the necessary facilities, personnel, equipment, hardware, software, supplies and services to meet the requirements described in the PWS. The Contractor shall perform all technical and management functions including planning, design, implementation, operations, management of the contact center operation, and associated services to meet the needs of DOL.