Posted Date : February 28,2022
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : TELCOM-0918
Government Authority located in Baton Rouge, Louisiana; USA based organization looking for expert vendor for automatic call distribution services.
[A] Budget: Looking for Proposals
[B] Scope of Service:
(1) Vendor needs to provide automatic call distribution services to the government authority located in Baton Rouge, LA.
- sole centralized customer for the acquisition, billing and record keeping of all telecommunications systems or telecommunications services provided to the government which includes all executive departments, certain elected officials, boards and commissions.
- The service shall provide advanced features including, but not limited to, call recording, web chat, outbound dialer, and customized recording.
- a Cloud based or Premise-based ACD service.
- there are sixteen (16) existing State ACDs with approximately one thousand three hundred (1,300) users including both in-house and statewide remote (work-at-home) staff, two (2) IVR systems, one of which accesses Nuance licenses for text-to-speech, one (1) outbound dialer campaign, eight hundred seventy-seven (877) queue slots, fifty-two (52) auto attendants, and eleven (11) Dial by Name applications. The PSTN connectivity currently provided central offices via SIP services connects to two (2) data centers via four (4) IP Flex circuits
- The circuits provide a combined total of two thousand four hundred (2,400) call paths and four hundred (400) working telephone numbers throughout the State
- The service shall include concurrent call path/paths (Trunking unit), IVR ports, and queue slots.
- Help Desk Services:
- The Contractor shall provide twenty-four (24) hours a day, seven (7) days a week help desk services including, but not limited to, customer trouble reporting mechanisms, trouble ticket
tracking, and technical support. The Proposer should describe its customer trouble reporting procedures and technical support access procedures including, but not limited to, service
center locations, staffing levels, staff qualifications and training, service provisioning procedures, trouble reporting procedures, and customer service escalation procedures
- Concurrent Calls/Call Paths:
- Currently, the OTS customer base utilizes two thousand four hundred (2,400) call paths. An estimated increase of twenty percent (20%) is expected over the next three (3) years. The
State recognizes that the Proposer’s offering may require discrete concurrent call/call path elements to support inbound and outbound calling activity through the Contractor’s service.
The Contractor shall provide a minimum of three thousand (3,000) call/call paths. The State desires a greater number of call/call paths
- LONG DISTANCE AND INTERNATIONAL CALLING:
- support off-net outbound long distance calling for reflective traditional intrastate and interstate calling areas. All outbound calling to areas outside the LPSC-defined flat rate local
service free call zone may be subject to usage fees.
- ACD FEATURES:
- Scheduled call back (automated scheduling of return calls).
- The ability to disable the option to cancel a Scheduled Call Back sent to an agent.
- Text-to-speech. The Proposer shall describe how unrecognizable speech will be handled. This feature shall include Nuance (or compatible) licenses to accommodate the agency’s IVR service. Currently, one agency uses this service.
- Call Recording/Screen Capture (records the screen).
- Call Recording (with onsite storage and batch storage for requesting agency). The Contractor shall provide a minimum of one hundred twenty (120) days of storage on the
vendor platform.
- Single Agent Call Recording with recordings attached to an individual file as e-signature
- Access to the most recent calls of the day via hyperlink, upon agency request. The Proposer should describe the timeframe previous calls will be available.
- Integrated Outbound Dialing (preview, progressive, predictive, or smart dialing).
- Integrated Web Chats. The Proposer should describe the setup and requirements for secure Web chat capabilities
- Support the English, Spanish, and Vietnamese languages
- The ability to offer recording services to agencies in-house and the ability to activate these recordings within the programming for the requesting agency.
(2) A pre-proposal meeting will be held on March 2, 2022
(3) All the questions must be submitted no later than March 16, 2022.
[C] Eligibility:
Onshore (USA organization Only)
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office premises.
Budget :
Deadline to Submit Proposals: April 20,2022
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : TELCOM-0918
Government Authority located in Baton Rouge, Louisiana; USA based organization looking for expert vendor for automatic call distribution services.
[A] Budget: Looking for Proposals
[B] Scope of Service:
(1) Vendor needs to provide automatic call distribution services to the government authority located in Baton Rouge, LA.
- sole centralized customer for the acquisition, billing and record keeping of all telecommunications systems or telecommunications services provided to the government which includes all executive departments, certain elected officials, boards and commissions.
- The service shall provide advanced features including, but not limited to, call recording, web chat, outbound dialer, and customized recording.
- a Cloud based or Premise-based ACD service.
- there are sixteen (16) existing State ACDs with approximately one thousand three hundred (1,300) users including both in-house and statewide remote (work-at-home) staff, two (2) IVR systems, one of which accesses Nuance licenses for text-to-speech, one (1) outbound dialer campaign, eight hundred seventy-seven (877) queue slots, fifty-two (52) auto attendants, and eleven (11) Dial by Name applications. The PSTN connectivity currently provided central offices via SIP services connects to two (2) data centers via four (4) IP Flex circuits
- The circuits provide a combined total of two thousand four hundred (2,400) call paths and four hundred (400) working telephone numbers throughout the State
- The service shall include concurrent call path/paths (Trunking unit), IVR ports, and queue slots.
- Help Desk Services:
- The Contractor shall provide twenty-four (24) hours a day, seven (7) days a week help desk services including, but not limited to, customer trouble reporting mechanisms, trouble ticket
tracking, and technical support. The Proposer should describe its customer trouble reporting procedures and technical support access procedures including, but not limited to, service
center locations, staffing levels, staff qualifications and training, service provisioning procedures, trouble reporting procedures, and customer service escalation procedures
- Concurrent Calls/Call Paths:
- Currently, the OTS customer base utilizes two thousand four hundred (2,400) call paths. An estimated increase of twenty percent (20%) is expected over the next three (3) years. The
State recognizes that the Proposer’s offering may require discrete concurrent call/call path elements to support inbound and outbound calling activity through the Contractor’s service.
The Contractor shall provide a minimum of three thousand (3,000) call/call paths. The State desires a greater number of call/call paths
- LONG DISTANCE AND INTERNATIONAL CALLING:
- support off-net outbound long distance calling for reflective traditional intrastate and interstate calling areas. All outbound calling to areas outside the LPSC-defined flat rate local
service free call zone may be subject to usage fees.
- ACD FEATURES:
- Scheduled call back (automated scheduling of return calls).
- The ability to disable the option to cancel a Scheduled Call Back sent to an agent.
- Text-to-speech. The Proposer shall describe how unrecognizable speech will be handled. This feature shall include Nuance (or compatible) licenses to accommodate the agency’s IVR service. Currently, one agency uses this service.
- Call Recording/Screen Capture (records the screen).
- Call Recording (with onsite storage and batch storage for requesting agency). The Contractor shall provide a minimum of one hundred twenty (120) days of storage on the
vendor platform.
- Single Agent Call Recording with recordings attached to an individual file as e-signature
- Access to the most recent calls of the day via hyperlink, upon agency request. The Proposer should describe the timeframe previous calls will be available.
- Integrated Outbound Dialing (preview, progressive, predictive, or smart dialing).
- Integrated Web Chats. The Proposer should describe the setup and requirements for secure Web chat capabilities
- Support the English, Spanish, and Vietnamese languages
- The ability to offer recording services to agencies in-house and the ability to activate these recordings within the programming for the requesting agency.
(2) A pre-proposal meeting will be held on March 2, 2022
(3) All the questions must be submitted no later than March 16, 2022.
[C] Eligibility:
Onshore (USA organization Only)
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office premises.
Budget :
Deadline to Submit Proposals: April 20,2022
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$