Voice of the Client SaaS platform and integration Services

BDC is seeking to acquire a Voice of the Client solution with integration services. BDC intends to use the solution for a minimum of five (5) years, and hence, we request Bidders to provide pricing for an initial five (5) year term, along with three (3) potential additional one (1) year renewals. 

BDC is looking for

A turnkey Voice of the client platform that encompasses the required functionalities described in Appendix B - Response and Pricing Grid. BDC also requires an integrator to deploy the chosen solution. This integrator will ensure seamless implementation and alignment with BDC’s requirements as outlined in Appendix 2 of this document. An integrator that will actively collaborate to ensure BDC is well equipped and prepared to manage its VoC program effectively post implementation. An integrator that can continue to assist BDC in the deployment of future scope after the initial implementation.

The desired SaaS VoC platform should

Serve as the central technology for designing and orchestrating all surveys and listening posts. Integrate feedback captured across all channels and provide a 360-degree view of the VoC, along with dashboards and reporting capabilities. Capture, analyze, and communicate results to leaders and employees in a near real-time fashion. Perform advanced analytics (i.e., text and sentiment, correlation, and regression analysis). Provide the ability to analyze client journeys, capturing all interactions a client has with our organization. Enable closed-loop process and action management, including complaint management. Allow our organization to manage its own research panels. Bidding and Documents are available on http://www.merx.com. Fees may apply; See https://www.merx.com/public/pricing for more information.