UI CALL CENTER SERVICES 43-1389-26

The North Carolina Department of Commerce, Division of Employment Security, is seeking a vendor to provide Unemployment Insurance Call Center services. The selected vendor will be responsible for providing a modern, flexible contact center solution that supports the delivery of UI services statewide. The solution should enhance the overall claimant experience, provide the ability to scale rapidly in response to fluctuations in UI claim volumes, and integrate securely and effectively with DES systems. The vendor should also propose innovative approaches, technologies, and service delivery models that enhance efficiency, scalability, and customer experience. Key features and requirements of the solution include: • Enhancing the overall claimant experience through accessible, efficient customer support • Providing the ability to scale rapidly in response to fluctuations in UI claim volumes • Integrating securely and effectively with DES systems to support accurate and timely service delivery • Incorporating modern capabilities, such as intelligent automation, AI-supported IVR, and improved communication tools • Supporting DES's broader modernization goals and aligning with evolving technology standards • Meeting all applicable state and federal UI program requirements, including security, privacy, and performance expectations