Q_and_A_0001.pdf
PDF 132 KB Posted
- Attached to
- INTERACTIVE VOICE RESPONSE (IVR) SW-16 Federal contract opportunity
- Solicitation number
- 140A1624Q0087
About this file
This document is a set of Questions and Answers related to Solicitation Number 140A1624Q0087 for IVR/ACD System Maintenance for the Department of the Interior Bureau of Indian Affairs Central Office.
The key details are:
- The agency is looking to obtain a new IVR/ACD solution, not just maintain their existing one.
- They are currently using Telax technology and are exploring alternative options.
- The agency does not currently use Salesforce or Amazon Web Services.
- The agency has approximately 20-25 users supporting the IVR/ACD system, with 1 inbound line feeding 4 PRI (92 lines) and a total of 3,000 monthly/36,000 yearly call volume.
- The agency has agreed to a 7-10 business day deadline extension from the date answers to questions are provided.
View the file
Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| Sol_140A1624Q0087_Amd_0002.pdf | ||
| SF1449_continuation_pages_SOL_REV_0002.docx | DOCX document | |
| Sol_140A1624Q0087_Amd_0001.pdf | ||
| Sol_140A1624Q0087.pdf | ||
| A04_SOW.pdf |
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Text version
Questions and Answers 140A1624Q0087, IVR/ACD System Maintenance for OIT
1. What technology platforms is the agency currently leveraging? Is there an intention to continue with the current technology platforms, or is there an exploration of alternative options on the horizon?
A: Telax – possible but looking at alternative options
2. If any, what version of Salesforce is currently in use? Are there any specific Salesforce modules or customizations that are integral to your operations?
A: N/A
3. What Amazon Web Services (AWS) are currently being utilized by your agency? Are there any upcoming changes or plans to explore new AWS offerings?
A: None
4. Can BIA confirm that the purpose of this procurement is to obtain a new IVR/ACD solution, or is this procurement simply to provide maintenance for BIA's existing solution?
A: New procurement
5. Would BIA consider a response deadline extension of 7-10 business days from the date answers to questions are provided to vendor?
A: Yes
6. What is the current size of the IA Service Center in terms of live support staff, supervisors, and operations?
A: 10 Support, 6 Supervisor, 2 Operations Managers (roughly 20-25 users)
7. Can you provide the total number of inbound lines are configured for production call volume?
A: 1 inbound line feeding 4 PRI (92 lines)
8. Can you provide the total number of inbound numbers directed to the IA Service Center?
This can include both Toll-Free and Direct Inward Dial (DID) telephone numbers.
A: 1
9. What is the total monthly and yearly call volume for all calls, IVR self-service calls, and live assisted calls?
A: Monthly 3,000/ Yearly <40,000 All calls – All calls are live assisted;
10. What is the current IVR capacity by number of simultaneous caller sessions (lines, ports, trunks, or sessions)?
A: 92 from 4 PRI
11. What is the total monthly call volume for the current IVR applications?
A: 3000
12. How many total IVR applications or call flows are currently taking production calls?
A : 5
13. Who is the current vendor providing the IVR platform and application development environment? Can you provide the current software version including the application development environment if applicable
A: Telax Voice Solutions Inc., Elevate Contact Center v. 14.7.7.24194
14. Who is the current vendor providing the ACD platform? Can you provide the current software version?
A: Telax Voice Solutions Inc., Elevate Contact Center v. 14.7.7.24194
15. Can you provide the number of call flows currently configured for production calls?
A: 5
16. Can you provide current IVR application call flow documentation?
A: Yes, if neccessary
17. What call types are currently fully automated today (caller completes transaction in IVR application)?
A: 0
18. What back-end data sources are currently integrated to the IVR platform? What integration methods are used today (Web Service, API, custom interface)?
19. How often are platform software updates/upgrades performed?
A: As needed updates.
20. Is there a current software development lifecycle management policy in place that can be shared?
A: No
21. Can you share any current documentation related to the design of the existing IVR menus?
A: Yes.
22. How many net new applications per year does the IA Service Center typically create?
23. How many menu or option changes are anticipated per month?
A: <1
24. What is the current IVR containment rate for each application?
A: N/A - Primary routing to service center with alternative routes
25. Can you provide the current documented Key Performance Indicators (KPIs) that are used for managing the performance of the IVR applications?
A: Yes.
26. What is the current speech recognition technology used (directed dialog, natural language, conversational AI), and the current vendor?
27. How many IA Service Center staff will be trained on the management of the IVR applications?
A: 6
28. How many report users will access or receive reports on IVR usage and information?
A: 6
29. Is there a current documented process for operational changes and new application requests?
A: No
30. Which training method is preferred: on-site, virtual instructor-led, or hybrid (on-site supplemented by virtual course)?
A: Virtual instructor-led
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