Vendor needs to provide customer service center solutions to provide prompt, accurate and consistent information regarding programs, questions and concerns in a streamlined and holistic manner that is easy to navigate for beneficiaries.– Estimates annual triage volume at about 692,000 calls, with about 668,000 being in English and about 24,000 being in Spanish,1. A Call Center,2. Mobile friendly website development and management to make information readily available and easily accessible to beneficiaries,3.Additional technologies that provide easier access to information for the beneficiaries, such as text capabilities, predictive call routing, interactive voice response, and conversational artificial intelligence.4.Multiple avenues of contact,5.Customer Relationship Management (CRM) platform that gives visibility for into all customer interactions to ensure quality of communications, as well as resource tracking and referral management interoperability.
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