Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-76900 Government Authority located in Ohio; USA based organization looking for expert vendor for lottery gaming systems. [*] Budget: Looking for Proposals [*] Scope of Service: - Vendor needs to provide lottery gaming systems. - Provide support services to retailers concerning all aspects of the retailer experience, terminals, cashless transactions and reporting - Provide support with all general Lottery questions and cashless service questions - Fully operational 24 hours per day, 7 days a week, and 365 days a year. - All inbound and outbound conversations with retailers must be recorded; recording of telephone conversations must adhere to all applicable Federal, state, and local laws - Telephone call management equipment must be capable of handling all incoming calls on toll- free circuits. - A call is queued, the system must provide call status information to the caller at intervals including estimates of hold time, and the system must support custom pre-recorded messages as directed by the Lottery. - The phone system must employ a voice and data recording system accessible by Lottery support staff via a web-browser - Provide system software that provides the Lottery with web-based access to call recording, quality management tools, call reporting, monitoring, performance tracking, and analysis of all retailer interactions with the agency. - The system must have the ability to generate quality management reports that assess agent and team performance scores, comparisons and trends - Tracking and reporting of Retailer terminal, communication line, network and other Retailer reported problems are required whether or not actual problem(s) are found [*] Eligibility: - Onshore (USA Organization Only); [*] Work Performance: Performance of the work will be Offsite. Vendor needs to carry work in their office location.  Expiry Date : Monday, 27 November, 2023  Category : Software, System and Application, Call Center and Answering  Country : USA  State : Ohio

https://ohiobuys.ohio.gov/page.aspx/en/bpm/process_manage_extranet/20533