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June 23, 2014 Deirdre Johnson Issuing Officer Georgia Technology Authority 47 Trinity Ave., 3rd FL – Procurement Atlanta, GA 30334
Dear Ms. Johnson:
With the State of Georgia’s need for strong and responsive customer service, communications systems are vital to ongoing operations. AT&T understands just how vital these operations are – and we also understand that the State of Georgia’s contact center solution must be flexible, scalable, reliable, and cost-effective.
As the current provider of both your contact center services and network services, AT&T is in a unique position to meet your needs. We know your environment and your network – and we stand ready to deploy an inContact next-generation contact center solution for the State of Georgia. With our solution, AT&T can help you address the following needs:
• Improved Customer Service. State of Georgia agencies can provide their customers with a high level of customer service regardless of the method that constituents use to contact them.
• Speed of Deployment. Contact center customers will be able to turn-up feature-rich call centers quickly. Our solution easily integrates into your environment, whether you need to add call centers, add new seats, or change features/routing, all can be quickly completed with our solution.
• First Class Network Services. As the largest local and long distance company in the world, AT&T is uniquely positioned to meet the contact center needs of the State of Georgia. You can depend on the AT&T network to be there when you need it, delivering calls, contacts, and connections that serve State of Georgia constituents 24 hours a day, 365 days a year.
• Managed Service. With the AT&T solution, you receive an end-to-end managed service provided by highly skilled personnel. Support services include application consulting and scripting, program management, software/hardware integration, installation, and maintenance.
• Reporting. The State of Georgia will have end-to-end reporting from AT&T and inContact to help you better understand caller behavior and manage customer service levels.
We’ve spent decades investing in the growth of our worldwide network. We’re prepared to provide you with seasoned account team support and operational support to your sites throughout the State of Georgia. Our longstanding reputation for quality performance and leading technology makes AT&T the right choice. We look forward to discussing this proposal with you in the near future.
Sincerely, Mark Roberts Sales Director AT&T State of Georgia Account Team
2180 Lake Blvd NE Atlanta, GA 30319 www.att.com
Office Phone: 404-281- 9206 Cell Phone: 404-281-9206 [email protected]
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1.0 General Description
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RFP No. 98000-HCC-0000001097(
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Page 7
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 2(#3(42((
(
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Page 8
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
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
Page 9
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 22(#3(45(
(
67275( /89&,&:1$'1&;"(30,*1&#,'-&1&":(';'&-'<-"(1#(1+"(/%",*&":(:+#0-8(&,*0$(,#(3"":(&3(="$3#$9"8(<.(1+"(/%",*&":(
!"#"$%&'()*'&+$/89&,&:1$'1&;"(30,*1&#,'-&1.(>&--(<"(=$#;&8"8('1(,#('88&1&#,'-(*+'$%"7(/)?)(',8(&,@#,1'*1(",*#0$'%"(#0$(*0:1#9"$:(1#(<"*#9"(30--.(1$'&,"8(&,(1+"('89&,&:1$'1&#,(#3(1+"(:#31>'$"7()+"$"('$"(;'$�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Page 10
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
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#,(B,@(C7"$(7.71";7(D"=%=E(1#(7099#$1(7*$"",($"*#$@&,%F=(
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A.(1+"(*071#;"$=(J0$&,%('--(9+'7"7(#4(1+"(9$#K"*1E(/)L)(',@(&,G#,1'*1(?&--(?#$I(*-#7"-.(?&1+(
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Page 12
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Page 15
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
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
Page 16
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
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
2.3 Auto-Attendant and Integrated Voice Response
)+"(D"$7&*"(@$#7&:"$P<(<#-01&#,('::$"<<"<(1+"($"B0&$"A",1<(&,(1+&<(<"*1&#,(;&1+(1+"(4#--#;&,%X()+"(D"$7&*"(W$#7&:"$P<($"<@#,<&8&-&1&"<(&,*-0:"(',:(D"$7&*"(W$#7&:"$(<+'--(:#(1+"(4#--#;&,%X(
I?Y?2( W$#7&:"(4#$('01#A'1":(<@""*+($"*#%,&1&#,(9/DF=(',:()"T1QQQ1#QQQD@""*+(9))D=(
!"#"$%&'()*'&+$&,L#,1'*1P<('@@-&*'1&#,<(*',(A&T(7'$�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`0,*1&#,(;&1+(1+"&$(#;,(7#&*">(&,<1"':(#4(1+"(@+#,"(@':>(1#(&,1"$'*1(',:(%"1('**"<<(1#('(;&:"(+#<1(#4(&,4#$A'1&#,?(C,<1"':(#4(-&<1",&,%(1#(-#,%(A",0<(',:(@$"<<&,%(#,(@+#,"(@':(8011#,<(1#(*+##<"(
Page 17
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(53(
(
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
Page 18
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
27872( 9,*-0:"(*'--(;'*<=>&$10'-(?0"0&,%(*'@';&-&1.7(!"#"$%&'()*'&+$&,A#,1'*1(*',(;"(*#,4&%0$":(;.(1+"(B1'1"(#4(!"#$%&'('%",*&"C(1#(#44"$('(*'--"$(',(/01#D'1":(A'--(E'*<(#$(#44"$(1#(1'<"('(>#&*"D'&-7(()+"C"(4"'10$"C('$"(&,+"$",1(&,(1+"(&,A#,1'*1(C#-01&#,(',:(*',(;"(0C":('1(.#0$(:&C*$"1&#,7((/01#D'1&*(A'--(E'*<(@$#>&:"C(1+"(';&-&1.(1#('C<(*'--"$C(1#(",1"$('(@+#,"(,0D;"$F(<""@(1+"&$(@-'*"C(&,(?0"0"(',:(*'--(1+"D(;'*<(#,*"(1+".($"'*+(1+"(4$#,1(#4(1+"(-&,"7(E.(:#&,%(1+&CF(*'--"$C(*',(+',%(0@(',:(1+"(C.C1"D(G&--(%","$'1"(#01;#0,:(*'--C(#,*"(1+"&$(@-'*"C(&,(1+"(?0"0"(*#D"(1#(1+"(4$#,1(#4(1+"(-&,"7()+"('%",1(G&--($"*"&>"(1+"(*'--(',:(+"'$(1+"($&,%&,%(1#($"'*+(1+"(*'--"$(1+'1(C"-"*1":(1+&C(#@1&#,(#,(1+"(#$&%&,'-(&,;#0,:(*'--7((27878( /;&-&1.(1#(&,1"%$'1"(G&1+(A0C1#D"$(H"-'1&#,C+&@(I','%"$(JAHIK7(!"#"$%&'()*'&+$&,A#,1'*1(&C(*#DD&11":(1#(@$#>&:&,%(&,1"%$'1&#,(*'@';&-&1&"C(1+'1(",';-"(*0C1#D"$(&,1"$'*1&#,(D','%"D",1(*",1"$C(1#(-">"$'%"(1+"(;"C1(AHI(@$#:0*1C(1#%"1+"$(G&1+(1+"(&,:0C1$.LC(;"C1(B''BM;'C":(A9I(@-'14#$D7(((&,A#,1'*1(+'C(&,1"%$'1":(G&1+(#>"$(N33(AHILC(&,(1+"(#>"$(NO33P(:"@-#.D",1C(:0$&,%(1+"(@'C1(N3(."'$C7((Q"(*0$$",1-.(@$#>&:"(#01(#4(1+"(;#R(&,1"%$'1&#,C(G&1+(B'-"C4#$*"7*#D(',:(S$'*-"(H&%+1T#G7(()+"C"(&,1"%$'1&#,C('$"(;0&-1(#,(&,A#,1'*1LC(AHI(&,1"%$'1&#,(/U97(Q"(*',('-C#(&,1"%$'1"(G&1+(D',.(#1+"$(AHI('@@-&*'1&#,C(0C&,%(@'$'D"1"$&V":(WHXC(>&'(G";(C"$>&*"C7((2787Y( /;&-&1.(1#(&,1"%$'1"(1#('%",*.('@@-&*'1&#,C(',:(:'1';'C"(C.C1"DC7(!"#"$%&'()*'&+$&,A#,1'*1(+'C(&,1"%$'1":(G&1+(+0,:$":C(#4(AHIZC(',:(:'1';'C"(C.C1"DC7((&,A#,1'*1(@$#>&:"C(D',.(4-"R&;-"(#@1&#,C(4#$(&,1"$'*1&,%(G&1+("R1"$,'-(C.C1"DC(#$('@@-&*'1&#,C7((A#DD#,(&,1"%$'1&#,C(G&1+(*0C1#D"$C(&,*-0:"[(>&'(Q";(B"$>&*"C(JH\B)40-(#$(BS/U=QB]XKF(/]S=S]EAM*#D@-&',1(B^X(:'1';'C"CF("R@-&*&1(WHX(',:(D',.(#1+"$(G'.CF(&,*-0:&,%(@'CC&,%(@'$'D"1"$C7((((( (
Page 19
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
27879( :"10;<(=0;;#$1<(#;"$'1"<(',>(?'&,1'&,(1+"(@AB(=.=1"?=(',>($"-'1">(*'--($#01&,%(C(?';;&,%(-#%&*7()+&=(&,*-0>"=(*'--"$(?",0(="-"*1&#,=<('--(D#&*"(?"=='%"(=*$&;1=(',>(;$#?;1=<(',>(&,1"--&%",1(*'--($#01&,%(#$($#01&,%(1#(*'--(E0"0"=(C(/%",1=(F'=">(#,(1.;"(#$(*+'$'*1"$&=1&*=(#4(&,F#0,>(*'--7(G'H"(*+',%"=(1#(1+"(@AB(=.=1"?(#,('($"%0-'$(F'=&=('=($"E0&$">(#$('=($"E0"=1">(F.(/%",*.7(
!"#"$%&'()*'&+$&,I#,1'*1(",*#0$'%"=(*0=1#?"$=(1#(F"*#?"(40--.(1$'&,">(&,(1+"('>?&,&=1$'1&#,(#4(1+"(=#41J'$"7()+"$"('$"(D'$�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?"=='%"=<(?0=&*(#,(+#-><(;$">&*1">(J'&1(1&?"=<(E0"0"(?"=='%"=<(=*+">0-"=(',>('41"$(+#0$=(#$("?"$%",*.(?"=='%"=7(
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Page 20
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 22(#3(45(
(
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
Page 21
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
273789( /--#:("'*+(;1'1"('%",*.(1+"('<&-&1.(&4(,""="=(1#(0>='1"(1+"&$(#:,($"*#$="=(?";;'%";@($#01&,%(?";;'%";@("1*7(:&1+#01(,""=&,%(1#(*#,1'*1(1+"&$(>$#A&="$7(
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2.4 Reporting & Analytics
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Page 22
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
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Page 23
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
( (7&81#$&*'-(9&:%"18(08"(.#0$(:'8+;#'$:(1#(:&8<-'.(='-0';-"(+&81#$&*'-(:'1'>(?+&*+(&8('='&-';-"(&,(1+"(@'1'(9'$"+#08"("="$.(4&="(A&,01"8B((7&81#$&*'-(?&:%"18(",';-"(.#0(1#(8"-"*1('(:'1"($',%"(',:(%","$'1"(1+"(:'1'(4#$(1+'1(:'1"($',%"B(((( (
Page 24
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(35(
(
)+"(4#--#6&,%(&7('(-&71(#4(1+"(+&71#$&*'-(6&8%"179((((((
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Page 25
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
&,7#,1'*1(8$#9&:";(<"'-)&="(>';+?#'$:;(1+'1(*',(?"(:&;8-'.":(#,(@'--?#'$:;A*#,1'*1(*",1"$(@'--;B(;08"$9&;#$(:&;8-'.;B(#$(',.@+"$"(1+'1(&;(,"":":(@&1+('88$#8$&'1"(@"?('**";;C(/(*'--(*",1"$(;08"$9&;#$(*',(*#==0,&*'1"(1#(1+"('%",1(0;&,%(1+"(='$D0""('9'&-'?-"(1+$#0%+(1+"(&,7#,1'*1(/%",1('88-&*'1&#,C()+"(E08"$9&;#$(@#0-:(+'9"(1+"('?&-&1.(1#(;",:('(1"F1(=";;'%"(1#(1+"('%",1(1#(8';;(1+"(,"*";;'$.(&,4#$='1&#,C(G'$D0""(=";;'%";(*',(?"(;",1(1#(&,:&9&:0'-('%",1;B(1#(%$#08;(#4('%",1;(?.(;H&--(A(1"'=B(#$(1#('--('%",1;C((2CICI( /?&-&1.(4#$(/%",*.(1#(:"4&,"B(?0&-:(',:($0,(*0;1#=($"8#$1;(;088#$1&,%(?0;&,";;($"D0&$"=",1;C(!"#"$%&'()*'&+$&,7#,1'*1($"8#$1&,%(8$#9&:";(1+"('?&-&1.(4#$(70;1#=(<"8#$1&,%C(>'1'(>#@,-#':B(-#*'1":(&,(&,7#,1'*1(7",1$'-B(",'?-";(.#0(1#(:#@,-#':($"8#$1;(&,('(9'$&"1.(#4(4#$='1;B(&,*-0:&,%(JF*"-B(1"F1B(7EKB(',:(LGMC(N1;(&,10&1&9"(&,1"$4'*"(&;("';.(1#(0;"B(8-0;(.#0(*',(;*+":0-"(+&;1#$&*'-($"8#$1;(1#(?"('01#='1&*'--.(;",1(1#(.#0(?.(01&-&O&,%(1+"(*P<M(40,*1&#,'-&1.C((*P<M(&;('(*#==',:(-&,"(@"?(?$#@;"$(1+'1(*',(?"(:#@,-#':":C((N1(@&--('--#@(0;"$;(1#($0,(Q&,:#@;(1';H;B(8$&,1B(;*+":0-"B("1*C((2CICR( S$#9&:"(4#$($"'-TTT1&="('**";;(?.(/01+#$&O":(P;"$(1#($"8#$1&,%(;.;1"=;C(!"#"$%&'()*'&+$)+"(&,7#,1'*1(7",1$'-(1##-(*',(?"(0;":(1#(;"1(08(8$#4&-";(4#$(9'$�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
:";H1#8C(!"#"$%&'()*'&+$&,7#,1'*1W;('%",1(&,1"$4'*"(&;('(Q"?T?';":('88-&*'1&#,(*'--":(&,7#,1'*1(/%",1C(()+"(&,7#,1'*1(/%",1(&,1"$4'*"(8$#9&:";(1+"('%",1(@&1+('(-&;1(#4(*#,1'*1;(*0$$",1-.(&,(D0"0"(4#$(1+"&$(;H&--;"1;B(';(@"--(';(1+"(4#--#@&,%(*'--($"8#$1;\(7#,1'*1(]&;1#$.B(S"$;#,'-(E1'1;B(',:(S$#:0*1&9&1.C(
(
Page 26
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
(7'--(8"9#$1:(';'&-'<-"(1#(1+"('%",1('$"=(7#,1'*1(>&:1#$.?(@"$:#,'-(A1'1:?(',B(@$#B0*1&;&1.C(((()+"(7#,1'*1(>&:1#$.($"9#$1(:+#D:('(-&:1(#4(*#,1'*1:(.#0(+';"(+',B-"B(',B(1+"&$(*'--(:1'1&:1&*:(E&,*-0B&,%(1&F"(&,(G0"0"?(B'1"?(/HI?(*'--(B&$"*1&#,(E&,<#0,B(#$(#01<#0,BJ(',B(1'-K(1&F"J=((((
((()+"(@"$:#,'-(A1'1:($"9#$1(:+#D:(1+"(,0F<"$(#4(*#,1'*1:(.#0(+';"(+',B-"B(',B(*#F9'$":(.#0$(:1'1&:1&*:(D&1+(.#0$(1"'F=(((
((()+"(@$#B0*1&;&1.($"9#$1(:+#D:(+#D(F0*+(1&F"(E++=FF=::J(+':(<"",(:9",1(&,("'*+(:1'1"=(
Page 27
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(53(
(
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
Page 28
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
((78986( /:&-&1.(1#(;$#<&="(',(/%",1(>";#$1(1+'1(1$'*?@(1+"(",1&$"(/%",1(*'--(4-#A(4#$(',.(@&,%-"(*'--8(!"#"$%&'()*'&+$&,B#,1'*1($";#$1&,%(;$#=0*"@(*$'=-"C1#C%$'<"(*#,1'*1(*",1"$(@1'1&@1&*@(:.(*';10$&,%(&,4#$D'1&#,(@0$$#0,=&,%("'*+(*#,1'*1(4$#D(1+"(:"%&,,&,%(1#(1+"(",=(#4("'*+(1$',@'*1&#,E(A+"1+"$(&,:#0,=(#$(#01:#0,=E(&,*-0=&,%(FG>(&,1"$'*1&#,@(H'*+(*#,1'*1(&@('@@&%,"=('(0,&I0"(B#,1'*1FJ(,0D:"$(4#$($";#$1&,%(',=(1+&@(&=",1&4&"$(&@(*'$$&"=(A&1+(1+"(*#,1'*1(1+$#0%+#01(1+"(",1&$"(1&D"(1+"(*#,1'*1(&@(&,(1+"(*-#0=8(F,=&<&=0'-(#$(%$#0;@(#4(B#,1'*1FJ@(D'.(:"(1$'*"=(&,(1+"(B'--(J"1'&-($";#$1@(A+"$"('--(B#,1'*1FJ(+&@1#$.(&@(-#%%"=(4#$(-'1"$(#$(40$1+"$(','-.@&@8((7898K3( /:&-&1.(1#("L;#$1($'A(*#,1'*1(*",1"$(','-.1&*@(='1'(4#$(0@"8(!"#"$%&'()*'&+$>";#$1@(*',(:"(;$&,1"=E("L;#$1"=(1#(HL*"-(#$('01#D'1&*'--.(=#A,-#'="=(',=("D'&-"=(:.(01&-&M&,%(*N>O(40,*1&#,'-&1.8(>'A(='1'(*',('-@#(:"("L;#$1"=(0@&,%(1+"(J'1'(J#A,-#'=(*';':&-&1.(#4(&,B#,1'*1(B",1$'-8(7898KK( P$#<&="('**"@@(1#(';;-&*'1&#,(+&@1#$&*'-(='1'(4#$(2Q(D#,1+@E('%",1(+&@1#$&*'-(='1'(4#$(K2(D#,1+@8(!"#"$%&'()*'&+$R&@1#$&*'-(='1'(A&1+(&,B#,1'*1(B",1$'-(&@($"1'&,"=(4#$(7S(D#,1+@8(F4('(-#,%"$($"1",1&#,(;"$&#=(&@(="@&$"=(/%",*&"@(*#0-=($0,($"I0&$"=($";#$1@(D#,1+-.(T#$('@(,""="=UE("L;#$1(1+"($"@0-1(&,(HL*"-(4#$D'1(',=(@'<"(&,('(-#*'1&#,(#4(1+"&$(*+#&*"(4#$('@(-#,%('@(1+".($"I0&$"8(F4(/%",*&"@($"I0&$"(1+"($'A(='1'(4#$('(-",%1+.(;"$&#=(#4(1&D"(T0;(1#(7S(D#,1+@U(1+".(*#0-=(-"<"$'%"(1+"(J'1'(J#A,-#'=(
Page 29
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
*'7'8&-&1.(80&-1(&,1#(&,9#,1'*1(9",1$'-(1#(70--(1+"($':(*'--(;"1'&-($"*#$;<(;#:,(1#('(<1#$'%"(-#*'1&#,(#4(1+"&$(*+#&*"=()+&<(&,4#$>'1&#,(*',(8"(;"-&?"$";(&,(*#>>'(<"7'$'1";@(1'8(;"-&>&1";@(ABC(#$(DE*"-(4#$>'1<=(F&<1#$&*'-(;'1'(:&1+(G"7#$1<(H=I(&<($"1'&,";(4#$(6I(;'.<=((
2.5 Call Recording & Basic Quality Management
)+"(J"$?&*"(7$#?&;"$K<(<#-01&#,(';;$"<<"<(1+"($"L0&$">",1<(&,(1+&<(<"*1&#,(:&1+(1+"(4#--#:&,%M()+"(J"$?&*"(N$#?&;"$K<($"<7#,<&8&-&1&"<(&,*-0;"(',;(J"$?&*"(N$#?&;"$(<+'--(;#(1+"(4#--#:&,%M(
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
Page 30
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( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
7"8-#."7('9('(90&1":(;1(*',(<'="(&,4#$<'1&#,(1+'1>9(1.8&*'--.(*#--"*1"7(&,(7&44"$",1(40,*1&#,'-('$"'9(
#4(.#0$(?09&,"99('@'&-'?-"('1(1+"(*-&*=(#4('(?011#,A(+"-8&,%(.#0(8$"7&*1A(8"$4#$<A(','-.B"A(',7('*1(1#(
<""1(1+"(*+',%&,%($"C0&$"<",19(#4(.#0$(?09&,"99:(
2.5.1 Call Recording D','%"(',7(<'&,1'&,(*'--($"*#$7&,%(9.91"<9A(@#&*"(',7(9*$"",A(&,*-07&,%E(
3:F:G:G( H$#@&7"(3IJ($',7#<(*'--($"*#$7&,%9(',7(9*$"",(*'810$"(8"$('%",1(8"$(7'.:(
!"#"$%&'()*'&+$;<8'*1(25I(K8#L"$"7(?.(M"$&,1N(*',(?"(*#,4&%0$"7(1#($"*#$7(GIIJ(#$('(9<'--"$(C0',1&1.(K90*+('9(
3IJN(9"-"*1"7($',7#<-.(#4(1+"(@#&*"(',7(9*$"",($"*#$7&,%9(4#$(&,*#<&,%A(#01%#&,%A(',7('%",1O1#O
'%",1(*'--9(<'7"(#,(1+"(&,P#,1'*1(8-'14#$<:(
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3:F:G:3( H$#@&7"(#,-&,"(91#$'%"(1#(+#-7('1(1+"(<&,&<0<(1L#(*'-",7'$(<#,1+9(#4($"*#$7&,%9(8"$('%",1:(
!"#"$%&'()*'&+$Q,-&,"(91#$'%"(*',(?"(*#,4&%0$"7(1#(+#-7('1(-"'91(1L#(<#,1+9(#4($"*#$7&,%9(8"$('%",1('1(1+"(
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Page 31
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 22(#3(45(
(
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�=(B"1+#<=(3#$(B#,&1#$&,%(*#,1'*1=(',<(";'-0'1&,%(>"$3#$B',*"R>+#,"M(*+'1M(#$("PB'&-7(&,L#,1'*1(>$#;&<"=(*'--(*",1"$(=0>"$;&=#$=(1+"('C&-&1.(1#(*#,<0*1(-&;"(B#,&1#$&,%(3$#B(',.(-#*'1&#,7(&,L#,1'*1('-=#('--#F=(3#$('01#B'1"<($"*#$<&,%(#3(*'--=(1#(&,*-0<"(9SST(*'--($"*#$<&,%7(N0>"$;&=#$=(+';"(1+"('C&-&1.(1#(B#,&1#$M(F+&=>"$(*#'*+M(',<(C'$%"('%",1(',<(1'H"#;"$(*#,;"$='1&#,=7(U".(V"'10$"=W((
X Y#,&1#$(Z(N0>"$;&=#$(-&=1",=(1#(1+"(*#,;"$='1&#,(#3('%",1((X L#'*+(Z(N0>"$;&=#$(*',(=>"'H(1#(1+"(/%",1[(*#,1'*1(<#"=,\1(+"'$(=0>"$;&=#$((X ]'$%"(Z(]#1+('%",1(',<(*'--"$(+"'$(=0>"$;&=#$((X N1#>(Y#,&1#$&,%(Z(^&=*#,,"*1('1(',.(1&B"((X Y#,&1#$(3#--#F=('%",1(1+$#0%+(B0-1&>-"(*#,1'*1(O&,*-0<&,%(,#,P;#&*"Q((X Y#,&1#$&,%(&,(1+&=(F'.('--#F=(B0-1&>-"(=0>"$;&=#$=(1#(-&=1",(',<(*#'*+(1+"(='B"(
'%",1(O$'1+"$(1+',(<&=*#,,"*1('(=0>"$;&=#$(F+#(F'=(>$";�=-.(B#,&1#$&,%Q(
Page 32
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
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
Page 33
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
&,7#,1'*1(*',(8",9($"*#$9"9(*'--8(9&$"*1-.(1#(#0$(*081#:"$8;(<)=(8&1"8>(1#('(8?"*&4&*(":'&-('99$"88(@'(80?"$A&8#$(B(:','%"$C(#$(*'--8(:'.(D"('**"88"9(1+$#0%+(&,7#,1'*1(7",1$'-E((F"*#$9"9(*'--8('$"(81#$"9(G&1+&,(&,7#,1'*1;8(9'1'D'8"E(/--(*'--8('$"($"*#$9"9(&,(EG'A(',9(H&*$#8#41(EG:'(4&-"(4#$:'18(',9(*',(D"(?-'."9(#A"$(1+"(*#:?01"$(',9(4#$G'$9"9(1#(#1+"$8(A&'(":'&-E((((
IE3EJEJK( /D&-&1.(4#$('%",1(1#(&,&1&'1"($"*#$9&,%(1+"&$(#G,(*'--8(
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
((IE3EJEJI( X'A"(1+"('D&-&1.(1#('9:&,&81"$(*'--(*",1"$($"*#$9&,%8(D'8"9(#,('%",1E(Y"('D-"(1#(9"8&%,'1"(JKKZ(
$"*#$9&,%8(#$(0,&O0"(':#0,1(8"?'$'1"(4$#:(81',9'$9($"*#$9&,%(",A&$#,:",1>(?"$('%",1E(!"#"$%&'()*'&+$&,7#,1'*1('--#G8(4#$('01#:'1"9($"*#$9&,%(#4(*'--8>(1#(&,*-09"(',.(?"$*",1'%"(#4(*'--8(1+'1(.#0(9"":(,"*"88'$.E(7'--($"*#$9&,%(*',(D"('01#:'1"9(1#($"*#$9("A"$.(*'-->('(*"$1'&,($'1&#(#4(*'-->("A"$.(51+(*'-->("1*E(((2.5.2 Customer Surveys IE3EIEJ( =$#A&9"(1+"('D&-&1.(1#(&,&1&'1">(*#--"*1>(',9(1$'*S(&,4#$:'1&#,(#,(*081#:"$(80$A".8(G&1+&,(1+"(
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
Page 34
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(35(
(
6'1'(','-.1&*7(',6($"8#$1&,%9(&,:#,1'*1(;:<=(4"'10$"7(*#>8$"+",7&?"($"8#$1&,%(1#(1$'*@(&,6&?&60'-('%",1(1#(",1"$8$&7"AB&6"(70$?".(8"$4#$>',*"9((
;:<=(71#$"7C(',6(>'@"7('?'&-'D-"C('--(70$?".(6'1'('7(&1(&7(*'810$"6(4$#>(1+"(07"$9()+&7(>'@"7(&1(8#77&D-"(1#(%"1('**0$'1"C(08A1#A1+"A>&,01"(8"$4#$>',*"(71'1&71&*7(4$#>(1+"(7.71">9((
)+"(/%",1(7*$"",7+#1(D"-#B(7+#B7(70$?".($"78#,7"7(4#$(1+"(E0"71&#,C(!"#$%&'"#&()*)(&#+&,"&-&*(.)/%9(()+"(7*$"",7+#1('-7#(7+#B7(1+'1(1+"('%",1(*',(+"'$(1+"(?#&*"($"*#$6&,%(#4(1+"(*'--"$C($"'6(1+"(1$',7*$&81&#,C(',6(7""(1+"&$(7*#$"79(
Page 35
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
(
)+&7($"8#$1(7+#97(1+"($"'7#,7(4#$(*'--"$7(:&'-&,%(&,1#(1+"(*'--(*",1"$;(
)+&7($"8#$1(*#<8'$"7(70$=".($"70-17(>"19"",(19#(*'--(*",1"$(<','%"$7;(
(
)+&7($"8#$1($',?7(1+"('%",17(#,(1+"(1"'<(>'7":(#,(1+"&$('>&-&1.(1#(@$"7#-="(1+"(*071#<"$7(*#,*"$,(#$($"'7#,(4#$(*'--&,%AB(
Page 36
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
!
)+&7($"8#$1(,#1(#,-.(8$#9&:"7(:'1'(1#(1+"(;1'1"(#4(!"#$%&'(07"$7<(=01(&1('-7#(>'?"7(70%%"71&#,7@()+&7($"8#$1(&7(70%%"71&,%(1+'1(1+"(*'--(*",1"$(4#*07(1+"&$('11",1&#,(#,(A/%",1(B,#C-":%"D@(((
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Page 37
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( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(53(
(
2.6 Network & Transport
)+"(6"$7&*"(8$#7&9"$:;(;#-01&#,('99$";;";(1+"($"<0&$"=",1;(&,(1+&;(;"*1&#,(>&1+(1+"(4#--#>&,%?(
)+"(6"$7&*"(@$#7&9"$:;($";8#,;&A&-&1&";(&,*-09"(',9(6"$7&*"(@$#7&9"$(;+'--(9#(1+"(4#--#>&,%?(
2.6.1 Toll-Free service requirements
6"$7&*"(@$#7&9"$(,""9;(1#(&,*-09"(1#--B;"$7&*";(#,('(8"$B=&,01"(',9(&,*-0;&7"(1#(1+"(8"$B;"'1(8$&*&,%(
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
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Page 39
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (
( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
2.6.3 Data network requirements 7'1'(,"18#$9($":0&$";",1<(="<*$&>"=(>"-#8('$"(4#$(#?1&#,'-(@#AB(1"$;&,'1&#,(1#(/%",*.(*#,1'*1(
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DC5CEC3( F"$G&*"(?$#G&="$(*',(?$#?#<"(",=H1#H",=(='1'(*#,,"*1&#,(4#$(*'--(*",1"$<(',=('%",1<(8+"$"(
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;','%"=(>.(/)J)(0<&,%(#0$(/)J)(@BN(O/@BNP(<"$G&*"(#44"$&,%C(Q#$('%",1<('1(<&1"<(1+'1(=#(,#1(+'G"('(
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*0$$",1-.(?$#G&="=(>.(/)J)(1#(1+"(F1'1"(4#$($";#1"('**"<<(1#(1+"(='1'(,"18#$9C(
/)J)('-<#(#44"$<(UBSF(*#,,"*1&G&1.(1#(',(/%",*.(*#,1'*1(*",1"$C(M&1+(1+&<(#?1&#,R(1+"('%",*.(-"G"$'%"<(
1+"(/)J)(/@BN(,"18#$9(1#(?$#G&="(",=H1#H",=(*#,,"*1&G&1.(8&1+(&,T#,1'*1C()+"(UBSF(V(/@BN(#?1&#,(
",'>-"<(FAB(1$0,9<(1#(>"("<1'>-&<+"=(>"18"",(1+"(&,T#,1'*1(?-'14#$;(',=(',("I&<1&,%('%",*.(BWXR(<#(1+'1(
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A,1"$,"1C(
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Page 40
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
3.0 Enhanced Contact Center Services
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
• 701(#:"$'1&,%(*#818(',C(9&,&9&="(*':&1'-("T:",C&10$"8((• A:1&9&="(;#$<4#$*"(:"$4#$9',*"J("44&*&",*.J(',C(Z0'-&1.(• M"C0*"(1&9"(8:",1(9','%&,%(*#9:-"T(8#-01&#,8((• V9:$#D"(*081#9"$("T:"$&",*"8J($"1",1&#,J(-#.'-1.(
!
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Page 41
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
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)+"(R"$D&*"(C$#D&>"$J<(<#-01&#,('>>$"<<"<(1+"($"Q0&$"A",1<(&,(1+&<(<"*1&#,(=&1+(1+"(4#--#=&,%S()+"(R"$D&*"(N$#D&>"$J<($"<C#,<&H&-&1&"<(&,*-0>"(',>(R"$D&*"(N$#D&>"$(<+'--(&,*-0>"(1+"(4#--#=&,%(#C1&#,'--.(C$#D&>"T((3BUBU( V#-"(H'<">(<*#$"(*'$><(=&1+(8".(C"$4#$A',*"(&,>&*'1#$<(3BUBW( :,1"%$'1">(X"'$,&,%()##-<(3BUB3( ;#'*+&,%(Y','%"A",1()##-<(
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 22(#3(45(
(
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3.2 Enhanced Workforce Management
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
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Page 44
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(35(
(
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Page 45
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
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RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(56(
(
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Page 47
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RFP No. 98000-HCC-0000001097(
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Hosted Contact Center( 23(#4(56(
(
• 789"$&",*":(*#,;0-1',1;(#<"$;""&,%(1+"(9$#="*1>('(?$#="*1(@','%"$(',:(',(AB9-"B",1'1&#,(C#,;0-1',1(
• D,;&1"(*#,;0-1&,%(4#$(E0;&,";;($"F0&$"B",1;(:&;*#<"$.G(• C#--'E#$'1&<"($"<&"H(#4(1+"(9$#:0*1&#,(E0&-:(• AB9-"B",1'1&#,(#4(B",0(#91&#,;(• A,1"%$'1&#,(#4(:'1'E';"IH"E(;"$<&*"(*'--;(1#('(CJ@GGG(K-##L09M(90;+(#$(09:'1"N(• O&'-&,%(*'B9'&%,((• /%",1(;*$&91&,%(H&1+(:"*&;&#,(9#&,1;(• /01#B'1":(;9""*+($"*#%,&1&#,(*'9'E&-&1.(H&1+(;9""*+(<'$&'E-";(• P,-&B&1":(9#&,1;(#4(*#,1'*1(• Q&$10'-(1$'&,R1+"R1$'&,"$(":0*'1&#,(• /:<',*":(":0*'1&#,(#,R;&1"G(• D,R;&1"(%#R-&<"I-'0,*+($"':&,";;(;099#$1(4$#B('(C0;1#B"$(S0**";;(@','%"$(• (
TUVU6( O";&%,M(E0&-:M(&B9-"B",1M(',:(B'&,1'&,(*'--($#01&,%(1'E-";(E';":(#,(*$&1"$&'(:"4&,":(E.(/%",*.M(H+&*+($#01"(*'--;(1#(/%",1;(E';":(#,(/%",1(;L&--(;"1;(',:('<'&-'E&-&1.U(
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!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(53(
(
678789( :";"-#<(',=(>'&,1'&,($#01&,%(1'?-"@A(B+&*+(>'<(&,?#0,=(,0>?"$@(1#(*",1"$@(',=(B&1+&,(*",1"$@(1#('<<$#<$&'1"(C0"0"@7(
!"#"$%&'()*'&+$D#01&,%(1'?-"@(1#(>'<(&,?#0,=(,0>?"$@(1#(1+"(="@&$"=(*'--(1$"'1>",1(B&--(?"(=";"-#<"=(',=(>'&,1'&,"=('@(<'$1(#4(1+"(*'--($#01&,%(-#%&*(="@*$&?"=(&,(1+"($"@<#,@"(1#(E1">(67873('?#;"7((6787887(F$#;&="('(*"$1&4&"=(<$#G"*1(>','%"$(1#(B#$H(B&1+('%",*&"@(=0$&,%(&><-">",1'1&#,(<+'@"(
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!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(25(
(
678789( :";"-#<(',=(&><-">",1(<$#*"=0$"?(4#$($"@@@$#01&,%(*'--?(&,(1+"(";",1(#4(*",1"$(#01'%"?A(">"$%",*&"?A(0,"B<"*1"=(*'--(;#-0>"(?<&C"?(#$(#;"$4-#D?A(#$(#1+"$(0,4#$"?"",(*&$*0>?1',*"?(=0$&,%(1$',?&1&#,7(E-',(',=(*+',%"?('$"(?0FG"*1(1#('<<$#;'-(F.(/%",*.7(
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
Page 59
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(25(
(
5.0 Training and Support
5.1 Training
The Service provider’s solution addresses the requirements in this section with the following: )+"(6"$7&*"(8$#7&9"$:;($";<#,;&=&-&1&";(&,*-09"(',9(6"$7&*"(8$#7&9"$(;+'--(9#(1+"(4#--#>&,%?(
@A3A3( BCCC-"'$,&,%D(=$#>;"$(=';"9D(&,*-09&,%(1$'&,&,%(E'1"$&'-;(',9AF#$(7&9"#;A(
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
• /%",1(T#90-"(• T','%"E",1(',9(/9E&,&;1$'1&#,(• M"<#$1&,%(• J,1$#90*1&#,(1#(9"7"-#<E",1(
Page 60
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(25(
(
(
5.2 Technical Support
)+"(6"$7&*"(8$#7&9"$:;(;#-01&#,('99$";;";(1+"($"<0&$"=",1;(&,(1+&;(;"*1&#,(>&1+(1+"(4#--#>&,%?()+"(6"$7&*"(@$#7&9"$:;($";8#,;&A&-&1&";(&,*-09"(',9(6"$7&*"(@$#7&9"$(;+'--(9#(1+"(4#--#>&,%?(BC3CD( 6"$7&*"(@$#7&9"$(8$#7&9";('(;"$7&*"(9";E(&,*-09&,%(3FGHGI2B(*#7"$'%"('**";;&A-"(1+$#0%+(
7#&*"J("='&-J(>"AJ(*+'1C(!"#"$%&'()*'&+$K&1+(&,L#,1'*1J(.#0(%"1(;1$'1"%&*(*'--(*",1"$(;088#$1(1#(+"-8(#81&=&M"(.#0$(*#,1'*1(*",1"$C(K+"1+"$(.#0(,""9(+"-8(>&1+('(;8"*&4&*(&;;0"(#$(.#0(>',1(8$#'*1&7"(;088#$1(;"$7&*";J(>"('$"(+"$"(1#(+"-8C()+"(&,L#,1'*1(*0;1#="$(;0**";;(;088#$1(8'*E'%"(&,*-09";?(L0;1#="$(L'$"?(N&7"(6"$7&*"(O(6088#$1(
• HG3F(L0;1#="$(L'$"(7&'(8+#,"J(*+'1J(O(8#$1'-(• @$"=&"$"(L0;1#="$(6"$7&*"(O()"*+,&*'-(6088#$1("G8"$&",*"(&,*-09&,%(A";1P"44#$1(
9";&%,'1"9(;"';#,"9(L0;1#="$(6"$7&*";(O()"*+,&*'-(6088#$1(Q"8$";",1'1&7";((• )#8(@$&#$&1.(*'--(O(*';"($#01&,%C(R$#,1(#4(-&,"(;"$7&*"J(A';"9(#,(8$&#$&1.(-"7"-((• L0;1#="$P9";&%,'1"9(A0;&,";;S1"*+,&*'-(*#,1'*1;(
L'--(L",1"$(T";1(@$'*1&*";(
• U";&%,'1"9(L0;1#="$(60**";;(V','%"$(8$#7&9";(.#0$(*#=8',.(>&1+(%0&9',*"J(*#'*+&,%J(',9(&;(.#0$(8"$;#,'-('97#*'1"(>&1+&,(&,L#,1'*1(
( (
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!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(25(
(
60'$1"$-.(#,78&1"(908&,"88($":&";8(
• <'-0"(9'8"=>(?,7="@1+(08'%"(','-.8&8(
• A"@#$1&,%(#:"$:&";(',=(9"81(@$'*1&*"8(4#$(#@1&B'-($"80-18(
• C,="$81',=&,%(.#0$(&,D#,1'*1(8"$:&*"(',=(B'E&B&F&,%(&18(:'-0"(
G#,1+-.(81$'1"%.(8"88&#,>(;+&*+(&,*-0="(9&--&,%(H(08'%"(0@='1">(0@1&B"($":&";(H('**#0,1(+"'-1+(*+"*I(J$#4"88&#,'-(K"$:&*"8(L,7M"B',=(
• NE5(J$#4"88&#,'-(K"$:&*"8(L,7M"B',=((OP/G(Q(NJG(G7R(G#0,1'&,()&B"S(:&'(@+#,"(&,(TN7B&,01"(&,*$"B",18(
U=0*'1&#,(
• D#B@$"+",8&:"(*'1'-#%(#4(8"-47@'*"=>(;"9&,'$>(',=(&,81$0*1#$7-"=(*#0$8"8(
• C,-&B&1"=(1$'&,&,%(&,(K'-1(V'I"(D&1.(4#$(@$"78*+"=0-"=(#44"$&,%8(
• C,-&B&1"=(-&:"(1$'&,&,%(;"9&,'$8(
(
NWXWX( A"*"&:"(,#1&4&*'1&#,(#4(":",18>(8.81"B(&880"8>(81'108(',=(0@='1"8(#$(*',(9"(@$#:&="=('8('(;"9(@#$1'-W(
!"#"$%&'()*'&+$D081#B"$8(*',(*+##8"(1#($"*"&:"("B'&-(,#1&4&*'1&#,8($"-'1&,%(1#(L01'%"8(',=(Y"1;#$I(U:",18W((NWXW3( Z#81"=(D#,1'*1(D",1"$(80@@#$1"=(9.(81'44(1+'1(&8(@+.8&*'--.(-#*'1"=(;&1+&,(1+"(C,&1"=(
K1'1"8(!"#"$%&'()*'&+$)+"(/)H)(',=(&,D#,1'*1(81'44(80@@#$1&,%(1+"(K1'1"(#4(!"#$%&'(4#$(*#,1'*1(*",1"$(8"$:&*"8(;&--(9"(@+.8&*'--.(-#*'1"=(&,(1+"(C,&1"=(K1'1"8W((
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!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(25(
(
6.0 General Requirements
6.1 Pricing Model
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
",1"$8$&;"(7#-0=";C(!"#"$%&'()*'&+$/)B):;(;#-01&#,(#44"$;(1+"(=#;1(*#=8"1&1&7"(8$&*&,%(1#('--('%",*&";(A.('**#0,1&,%(4#$(1+"('%%$"%'1"(61'1"(#4(!"#$%&'(7#-0=";C(((2CDCK( L';&*(6"'1(8$&*&,%(;+#0-9(&,*-09"('--(4"'10$";(',9(40,*1&#,;(M;"'1E("='&-E(*+'1E(4'NE("1*CO(
>&1+(1+"("N*"81&#,(#4(",+',*"9(>#$F4#$*"(=','%"=",1E(",+',*"9(<0'-&1.(=','%"=",1E(H0;1#="$(P"-'1&#,;+&8(Q','%"=",1E(',9(H0;1#="$(60$7".;C(
!"#"$%&'()*'&+$/)B):;(8$&*&,%(;1$0*10$"(&,*-09";('--($"<0&$"9(4"'10$";(',9(40,*1&#,;(&,(1+"(A';&*(;"'1(8$&*&,%C((( (
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!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(25(
(
26768( 9$#:&;"(&,*-0<&:"(1#--===4$""(<"$:&*"<(',;(>"$===?&,01"(1#--===4$""(<"$:&*"<(4#$(*#?>"1&1&:"(>$&*&,%6(
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
;&<*#,,"*1(4""<()+"(>$&*&,%(<1$0*10$"(4#$(/)@)A<(<#-01&#,(+'<('(>$&*&,%(<1$0*10$"(1+'1(",'C-"<(/%",*&"<(1#(';;(<"'<#,'-(<"'1<('1(',.(1&?"(E&1+#01(&?>-"?",1'1&#,(#$(;&<*#,,"*1(4""<6((( (
Page 64
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 22(#3(24(
(
25654( )+"$"(7+#0-8(9"(,#(&:;-":",1'1&#,(3""(#$(#1+"$(3""7(9"7&8"7(1+"(:#,1+-.($"*0$$&,%(7"'1(*+'$%"7(&:;#7"8(3#$(0;%$'8&,%(',8(8#<,%$'8&,%(7#-01&#,(*';'9&-&1&"7(
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
;$&*"(H':#$1&I"8(#@"$(1+"(-&3"(#3(1+"(*#,1$'*1J('7(<"--('7(;$&*"8(7";'$'1"-.5(!"#"$%&'()*'&+$/)=)>7(7#-01&#,(;$#@&8"7(3#$(0;3$#,1(1$',7&1&#,(*#717(1#(9"(9&--"8(#,('(#,"1&:"(9'7&75(K3($"B0&$"8(9.(',(/%",*.(<"(<&--(,"%#1&'1"(9&--&,%(3#$(1+"7"(7"$@&*"7(#@"$(',("L1",8"8(;"$U((256566( D$#@&8"('GGG-'GGG*'$1"(;$&*&,%(3#$(#1+"$(1+',(9'7&*(7"'1A(70*+('7(M,+',*"8(N0'-&1.(
O','%":",1A(M,+',*"8((P#$C3#$*"((O','%":",1A((Q071#:"$((R"-'1&#,7+&;((O','%":",1A((',8((Q071#:"$(E0$@".7A(("1*5(
!"#"$%&'()*'&+$/)=)>7(7#-01&#,(;$#@&8"7('(-'(*'$1"(;$&*&,%(3#$(1+"(3"'10$"7(8"7*$&9"8('9#@"5(( (
Page 65
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(25(
(
6.2 Security Requirements
)+"(6"$7&*"(8$#7&9"$:;(;#-01&#,('99$";;";(1+"($"<0&$"=",1;(&,(1+&;(;"*1&#,(>&1+(1+"(4#--#>&,%?: )+"(6"$7&*"(@$#7&9"$:;($";8#,;&A&-&1&";(&,*-09"(',9(6"$7&*"(@$#7&9"$(;+'--(9#(1+"(4#--#>&,%?(2BCBD( @$#7&9"$(=0;1(*#=8-.(>&1+(1+"(61'1"(',9(/%",*&";(9'1'(&,1"%$&1.(',9(8$&7'*.(8#-&*&";(4#$(
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�-.B(61',9'$9;(;0*+(';(\K@@/(P*',(8$#7&9"('(A0;&,";;(';;#*&'1"('%$""=",1QR(!MI/R(Z#99(X$',Y(',9(XZKJ('$"(;&=&-'$(',9(*-#;"-.($"-'1"9(1#(@JKR(UTU(',9(6SJ($"<0&$"=",1;B(H"(+"-8(#0$(*0;1#="$;(9";&%,(;#-01&#,;(1+'1(",;0$"(*#=8-&',*"(>&1+(1+"(&,90;1$.(;1',9'$9;(=#;1(&=8#$1',1(1#(1+"&$(A0;&,";;";B(
Page 66
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(25(
(
&,6#,1'*1(7$#8&9":(",*$.71&#,(0:&,%(',(/;<=>?2(*#@7-&',1(",*$.71&#,(1#(7$#1"*1(*'--:(4$#@(0,'01+#$&A"9('**"::B(',9(7$#8&9":(1+"('C&-&1.(1#(,#1(*'710$"D'01#@'1&*'--.(&,:"$1(E+&1"(,#&:"(E+",(:",:&1&8"(9'1'(&:(C"&,%(*'710$"9(C.(1+"('%",1F((2F>F>( G$#8&9"(",*$.71&#,(4#$(H#IG(*'--:(1+'1(@""1(#$("J*""9(IK<(G0C-&*'1&#,(LMN?(
$"O0&$"@",1:B(&4($"O0&$"9(C.(/%",*.F(!"#"$%&'()*'&+$H#IG(",*$.71&#,(E&--(C"(#44"$"9(1+'1(@""1:(#$("J*""9:(IK<(G0C-&*'1&#,(LMN?($"O0&$"@",1:F(P"('$"(&,(1+"(7$#*"::(#4(9"7-#.&,%(:0*+(",*$.71&#,(4#$(G+':"(>(#4(1+"(!"#$%&'(Q"7'$1@",1(#4(K"8",0"(R90"(&,(ST(>MLUVF(
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
/:('(*#,:"O0",*"(#4(*+##:&,%(XF?M5(*"$1&4&*'1":B(*"$1&4&*'1"('01+#$&1&":(',9('(70C-&*(Y".(&,4$':1$0*10$"('$"(,"*"::'$.(1#(8"$&4.(1+"($"-'1&#,(C"1E"",('(*"$1&4&*'1"(',9(&1:(#E,"$B(':(E"--(':(1#(%","$'1"B(:&%,B(',9('9@&,&:1"$(1+"(8'-&9&1.(#4(*"$1&4&*'1":F((
P"('-:#(0:"(1+"(/98',*"9(;,*$.71&#,(<1',9'$9(R/;<V(L>3F(/;<(&:('(:7"*&4&*'1&#,(4#$(1+"(",*$.71&#,(#4("-"*1$#,&*(9'1'(":1'C-&:+"9(C.(1+"(ZF<F(['1&#,'-(I,:1&101"(#4(<1',9'$9:(',9()"*+,#-#%.(R[I<)V(&,(>MMLF(/;<(+':(C"",('9#71"9(C.(1+"(ZF<F(%#8"$,@",1(',9(&:(,#E(0:"9(E#$-9E&9"F(/;<(C"*'@"("44"*1&8"(':('(4"9"$'-(%#8"$,@",1(:1',9'$9(#,(\'.(>2B(>MM>('41"$('77$#8'-(C.(1+"(<"*$"1'$.(#4(6#@@"$*"F(
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
Page 67
!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (
RFP No. 98000-HCC-0000001097(
Hosted Contact Center( 23(#4(23(
(
5-#*6(*&7+"$('-%#$&1+89
((
Page 68
ATT HC
C R
FP Attachm
ent 4-A Pricing.xlsx
1 - Service Charges
Ref ID
Service C
hargeU
nit of Measure
Recurring P
eriodC
harge
1H
CC
Agent S
eatsingle nam
ed agent
monthly
$87.00
2H
CC
Quality M
anagement S
eatsingle nam
ed agent
monthly
$29.40
3H
CC
Work Force M
anagement
single named
agentm
onthly$29.40
4Toll Free S
ervicesper m
inutem
onthly$0.0120
5H
CC
Agent S
eat (Excludes em
ail and web chat)
single named
agentm
onthly$77.00
6H
CC
Service / S
upportsingle nam
ed agent
monthly
$6.00
7H
CC
Hosted VoIP C
onnectionsingle nam
ed agent
monthly
$6.75
8Local N
umber service for ingress to platform
per minute
monthly
$0.00813
9O
utbound Calling service
per minute
monthly
$0.01520
10H
CC
Prem
ier Scorecard
single named
agentm
onthly$14.00
11H
CC
Lesson Managem
entsingle nam
ed agent
monthly
$12.50
12H
CC
Strategic P
lannersingle nam
ed agent
monthly
$9.50
13H
CC
Screen R
ecordingsingle nam
ed agent
monthly
$14.50
14H
CC
Analytics D
riven Quality
single named
agentm
onthly$25.25
15H
CC
Workforce O
ptimization S
eatsingle nam
ed agent
monthly
$64.00
16H
CC
InView S
eatsingle nam
ed agent
monthly
$25.00
17H
CC
EC
HO
Survey S
eat - IVR
single named
agentm
onthly$29.00
18H
CC
Additional U
niversal Port
single concurrent port
monthly
$25.00
19H
CC
Additional C
all Recording S
torageG
igabyte of storagem
onthly$6.75
Service C
harges
Page 69
ATT HC
C R
FP Attachm
ent 4-A Pricing.xlsx
2 - One Tim
e Charges
Ref ID
Service Charge
Unit of M
easureR
ecurring Period
Charge
1H
CC
Implem
entation per seatper seat
one-time
-$
2H
CC
Implem
entation per Contact C
enterper H
CC
one-time
-$
3H
CC
Work G
roup Implem
entation Package
per contact centerone-tim
e6,500
$
4H
CC
Corporate Im
plementation P
ackageper contact center
one-time
25,000$
5H
CC
Enterprise Im
plementation P
ackageper contact center
one-time
50,000$
6H
CC
Enterprise P
lus Implem
entation Package
per contact centerone-tim
e75,000
$
7H
CC
Quality M
anagement S
etupper contact center
one-time
$10,000
8H
CC
Quality M
anagement S
etup Prem
ierper contact center
one-time
$15,000
9H
CC
Workforce M
anagement S
etupper contact center
one-time
$25,000
10H
CC
Workforce M
anagement S
etup Prem
ierper contact center
one-time
$35,000
11H
CC
Prem
ier Scorecard S
etupper contact center
one-time
$5,000
12H
CC
Lesson Managem
ent Setup
per contact centerone-tim
e$10,000
13H
CC
Strategic P
lanner Setup
per contact centerone-tim
e$5,000
14H
CC
Screen R
ecording Setup
per screen recording server
one-time
$25,000
15H
CC
Analytics D
riven Quality S
etupper contact center
one-time
$9,375
16H
CC
InView S
etupper contact center
one-time
$9,375
17H
CC
Workforce O
ptimization S
etupper contact center
one-time
43,750$
18H
CC
EC
HO
Survey S
etup - IVR
per contact centerone-tim
e16,000
$
19H
CC
Hosted VoIP A
gent Setup
per named agent
one-time
15$
20C
RM
Integration Setup
per contact centerone-tim
e5,000
$
21C
RM
-Driven S
creen Pop / C
all Routing S
etupper contact center
one-time
7,500$
22 A
dditional Agent Im
plementation
per agentone-tim
e100
$
One-Tim
e Charges
Page 70
ATT HC
C R
FP Attachm
ent 4-A Pricing.xlsx
3 - Rate C
ard Charges
Ref ID
Rate C
ard Charge
Charge
per hour C
hargeper w
eek C
hargeper m
onth 1
Contact C
enter Consultant
250$
10,000$
42,000$
2P
rofessional Trainer275
$ 11,000
$ 46,200
$ 3
Project M
anager250
$ 10,000
$ 42,000
$ 4
Application D
eveloper250
$ 10,000
$ 42,000
$ 56
Note: P
rofessional Trainer must be purchased in 8-
hour increments
Rate C
ard Charges
Page 71
ATT HC
C R
FP Attachm
ent 4-A Pricing.xlsx
4 - Equipment C
harges
Ref ID
Service C
hargeU
nit of Measure
Price
Maintenance
Maintenance
Period
1VoIP A
dapater (IAD
) (Model M
P-112)
each159
$ 4.08
$ m
onthly2
VoIP Hard P
hone (Polycom
SoundP
oint IP 331)each
139$
-$
annual3
VoIP S
oftphone (Counterpath B
ria)each
43$
-$
n/a
Equipm
ent Charges
Page 72
ATT HC
C R
FP Attachm
ent 4-A Pricing.xlsx
5 - Assum
ptions
Ref ID
Price
Impact
(Y/N
)D
escription1
YP
ricing for MP
LS / AV
PN
connectivity will be negotiated based on specific agency capacity
requirements.
2N
Timing for AT&
T Toll-Free Service charges is as specified for Toll-Free M
egacom service in the
AT&T B
usiness Service G
uide.3
NH
CC
EC
HO
Survey S
eat - IVR
excludes surveys conducted via email or w
eb chat.4
YP
ricing for HC
C E
CH
O S
urveys conducted via email or w
eb chat will be negotiated based on
specific agency requirements.
5N
Rate C
ard Charges per w
eek represent 40 hours; Rate C
ard Charges per m
onth represent 168 hours
6N
Rate C
ard Charges for P
rofessional Trainer must be purchased in 8-hour increm
ents7
NM
aintenance for VoIP Hard P
hones and VoIP Soft P
hones is included in the Service C
harge for H
CC
Service / S
upport8
NA
dditional Agent Im
plementation m
ust be purchased in conjunction with an Im
plementation
Package
9Y
HC
C S
ervice / Support is a m
andatory charge that must be purchased for every nam
ed agent
Service P
rovider Pricing A
ssumptions
Service P
rovider will provide all assum
ptions used in pricing the Services, notating those assum
ptions
Page 73
Georgia Technology A
uthority
RFQ
C N
o. 98000-000000xxxx H
osted Contact C
enter 5 of 13
1.0 Service C
harges
Service charges are those that the GTA
Custom
er can expect to incur on a recurring basis (usually monthly) as part of receiving the services
from the Service Provider (e.g. agent seat).
ID
Nam
e of Charge
Description of Entitlem
ent 1
HC
C A
gent Seat
!"#$%&'())&*#)+,#-./&012%+$"&($3&4($("#5
#$%&•
6(7#3&1$&%8#&5(9+5
25&$25
:#-&1;&2$+<2#&=1$;+"2-#3&27#-7&32-+$"&%8#&51$%8>>&
• !"#$%&?1"+$&
• !'*&@1+=#&A
2#2+$"&B&012%+$"&&
• '())&4
1$+%1-+$"&&•
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Page 74
Georgia Technology A
uthority
RFQ
C N
o. 98000-000000xxxx H
osted Contact C
enter 6 of 13
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C A
gent Seat -(E
xcludes email and
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C S
creen Recording
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Page 75
Georgia Technology A
uthority
RFQ
C N
o. 98000-000000xxxx H
osted Contact C
enter 7 of 13
• !"#$%&'()*($+&'()*","-./'()*",0*1
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Page 76
Georgia Technology A
uthority
RFQ
C N
o. 98000-000000xxxx H
osted Contact C
enter 8 of 13
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dditional Universal P
ort
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Page 77
Georgia Technology A
uthority
RFQ
C N
o. 98000-000000xxxx H
osted Contact C
enter 9 of 13
• !"#$%&"'(#$()*"(+"#,(-%.
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dditional Call R
ecording S
torage !"#$%&'()*+',-.)
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20
21
22
23
Page 78
Georgia Technology A
uthority
RFQ
C N
o. 98000-000000xxxx H
osted Contact C
enter 10 of 13
2.0 One-Tim
e Charges
One-tim
e charges are those that the GTA
Custom
er can expect to incur only once, maybe as part of im
plementing the Services or as part of
a change in Services (e.g. implem
entation charge). The table below should list all the one-tim
e charges that GTA
Custom
ers may incur and
describe the outcome they m
ay expect as a result of each of those charges.
ID
Nam
e of One-Tim
e Charge
Description of O
utcome
1 H
CC
Implem
entation per seat There is no specific per-seat im
plementation charge. A
gencies must purchase an
Implem
entation Package below and / or im
plementation services via R
ate Card prices.
2 H
CC
Implem
entation per Contact
Center
There is no specific per-Contact C
enter implem
entation charge. Agencies m
ust purchase an Im
plementation Package below
and / or implem
entation services via Rate C
ard prices. 3
HC
C W
ork Group Im
plementation
Package
Alternative C
harge Provides a package of im
plementation services as described in Transition Plan.
4 H
CC
Corporate Im
plementation
Package
Alternative C
harge Provides a package of im
plementation services as described in Transition Plan.
5 H
CC
Enterprise Im
plementation
Package
Alternative C
harge Provides a package of im
plementation services as described in Transition Plan.
6 H
CC
Enterprise P
lus Im
plementation P
ackage A
lternative Charge
Provides a package of implem
entation services as described in Transition Plan. 7
HC
C Q
uality Managem
ent Setup
Optional C
harge Provides im
plementation services as described in Transition Plan.
8 H
CC
Quality M
anagement S
etup P
remier
Optional C
harge Provides im
plementation services as described in Transition Plan.
9 H
CC
Workforce M
anagement
Setup
Optional C
harge Provides im
plementation services as described in Transition Plan.
10 H
CC
Workforce M
anagement
Setup P
remier
Optional C
harge Provides im
plementation services as described in Transition Plan.
11 H
CC
Prem
ier Scorecard S
etup O
ptional Charge
Provides implem
entation services as described in Transition Plan. 12
HC
C Lesson M
anagement S
etup O
ptional Charge
Provides implem
entation services as described in Transition Plan. 13
HC
C S
trategic Planner S
etup O
ptional Charge
Provides implem
entation services as described in Transition Plan. 14
HC
C S
creen Recording S
etup O
ptional Charge
Provides implem
entation services as described in Transition Plan.
Page 79
Georgia Technology A
uthority
RFQ
C N
o. 98000-000000xxxx H
osted Contact C
enter 11 of 13
15 H
CC
Analytics D
riven Quality
Setup
Optional C
harge Provides im
plementation services as described in Transition Plan.
16 H
CC
InView
Setup
Optional C
harge Provides im
plementation services as described in Transition Plan.
17 H
CC
Workforce O
ptimization
Setup
Optional C
harge Provides im
plementation services as described in Transition Plan.
18 H
CC
EC
HO
Survey S
etup - IVR
O
ptional Charge
Provides implem
entation services as described in Transition Plan. 19
HC
C H
osted VoIP
Agent S
etup O
ptional Charge
Setup and configuration for an agent to use a Hosted V
oIP connection. 20
CR
M Integration S
etup O
ptional Charge
Provides implem
entation services as described in Transition Plan. 21
CR
M-D
riven Screen P
op / Call
Routing S
etup O
ptional Charge
Provides implem
entation services as described in Transition Plan. 22
Additional A
gent Implem
entation O
ptional Charge
Provides implem
entation for one (1) additional agent beyond the quantity of agents included in an Im
plementation Package.
Page 80
Georgia Technology A
uthority
RFQ
C N
o. 98000-000000xxxx H
osted Contact C
enter 12 of 13
3.0 R
ate Card C
harges
Rate C
ard charges are costs for professional services. GTA
expects that in most cases no professional services w
ill be required for the use of the Services, and as such the use of these professional services should be seen as entirely optional. The professional services detailed below
must be associated w
ith the delivery of the Services; general professional services (e.g. project managem
ent) may not supplied under
any agreement that m
ay be awarded as an outcom
e of this RFP.
ID
Professional Service D
escription of Professional Service 1
Contact C
enter Consultant
Assessm
ent of all aspects of customer contact operations, including both autom
ated and agent-based applications, to identify specific activities to im
prove business results. A
ssessment m
ay address containment w
ithin automated (IV
R) applications, feedback
from constituents, determ
ination of key performance indicators, or other operational
aspects. 2
Professional Trainer Training on all aspects of the inC
ontact service, including agent interface, supervisor interface, adm
inistrator interface, reporting, application development tools, quality
managem
ent and workforce m
anagement.
3 Project M
anager Planning, coordination, im
plementation and finalization projects to im
plement or m
odify H
osted Contact C
enter, according to the specifications and deadlines. Definition of project
objectives, creation of schedules and oversight of quality control throughout the entire project. M
anagement of A
T&T / inC
ontact team m
embers and coordination w
ith agency team
. Identification, assessment and m
inimization / m
itigation of project risks until successful project com
pletion 4
Application D
eveloper D
iscovery, design, development and configuration of voice and m
ultimedia call flow
s, report custom
ization, external system integrations and other inC
ontact features and capabilities not covered under a specific im
plementation package purchased by an agency.
5
6
7
8
9
10
Page 81
Georgia Technology A
uthority
RFQ
C N
o. 98000-000000xxxx H
osted Contact C
enter 13 of 13
4.0 Equipm
ent Charges
GTA
assumes and desires a solution w
here all equipment, softw
are, licenses and materials are included in the Services. H
owever, if there is
optional equipment that the Service Provider w
ould like to highlight for GTA
Custom
er potential use, that equipment should be identified
here.
ID
Nam
e of Equipment C
harge D
escription 1
VoIP Adapter (IAD)
Model M
P-112 VoIP Internet Access Device (IAD
) 2
VoIP Hard Phone
Polycom SoundPoint IP 331 SIP 2-line IP Phone 2-port sw
itch w/Pow
er Supply and POE
3 V
oIP S
oftphone C
ounterpath Bria V
oIP Softphone 4
5
6
7
8
9
10