USPTO_ECC QA Amendment 1.pdf

# Question Government Response

Can you clarify the most critical business objectives for the cloud migration (e.g., enhanced scalability, improved customer experience, operational efficiency)?

The most critical objective is a contact center call management solution that is 1) Cloud‐based, 2) Software‐as‐a‐Servic integrate with Salesforce and ServiceNow, 4) Supported with regular security patches and functionality upgrades & im and 5) Not going to be End‐of‐Life (EOL) within the period of performance of the contract base period and option years

Are there specific pain points with the current Genesys PureConnect system that need immediate resolution during migration?

1) Integration ServiceNow & Salesforce

2) Second Screen pop for call transfers

Can you provide details on the current telecommunication infrastructure

(e.g., Cisco VoIP voice system) and how it will be integrated with the new

Genesys Cloud platform?

USPTO has two Session Initiation Protocol (SIP) Trunks in physically diverse locations which provide call routing to Team

Manager, Fax System and ECC. There are specific Direct Inward Dialings (DIDs) which are assigned to the ECC system s which have 800#s tied to them.

Our preferred method moving forward with this implementation is to move to a cloud solution of some sort, whether carrier service or Teams Direct Connect.

What are the expectations around data migration, particularly regarding historical call data, customer interaction logs, and existing configurations?

USPTO has a records retention requirement to maintain 5 years worth of data. Because the legacy Genesys Pure Conne end‐of‐life and will be decommissioned, USPTO needs the vendor to extract data required to be retained (vendor will w the USPTO product team to determine which data and where it will be maintained within USPTO's systems and netwo

The historical call data and customer interaction logs in the legacy Genesys Pure Connect system does NOT need to be the new Cloud‐based system.

The current configuration in the legacy Genesys Pure Connect system DOES need to be migrated (or re‐created) to the based system, within reason. While USPTO does not require an exact replication of the on‐premises legacy system, we

Cloud‐based system to be as like‐for‐like as possible in terms of configuration.

Are there any specific security measures or custom compliance requirements beyond FedRAMP and 508 compliance that the solution needs to address?

In addition to FedRAMP and 508 compliance, the vendor will assist the USPTO product team and other USPTO staff in o the required Authority‐to‐Operate for the new system.

How do you plan to handle sensitive customer data, especially in terms of encryption, access control, and audit requirements?

We store call metadata and recordings (for quality assurance). Customer data would be stored in Salesforce or Service

Authentication for the new ECC will be via Okta integration.

Are there any custom integrations beyond ServiceNow and the UCCMS‐C that will be required, such as with CRM systems like Salesforce or other third‐party applications?

As stated in the RFI, there is a Salesforce connector and a ServiceNow connector requirement. While USPTO currently further integrations planned, there is the possibility that additional integrations may be required in the future.

Will USPTO require custom‐built IVR flows, dynamic routing, or AI‐driven chatbots as part of the solution?

IVR‐Flows: Yes

Dynamic Routing: Yes

Chatbots: No

What is the expected timeline and structure for user training, and which user groups (e.g., administrators, agents, supervisors) need customized training?

Training needs to be customized/tailored to user groups, at a minimum: System Admins, Manager/Supervisor, Call Age

Timeline: We need to be able to conduct training beginning in April 2025.

How do you envision handling onboarding for remote agents and supervisors, given the hybrid work model?

Note that this RFI covers only the software for managing phone calls and call routing; the agents who answer the calls supervisors are under a different contract. On‐boarding the agents to USPTO is out of scope of this contract. In terms o boarding them to use the Enterprise Contact Center software, the vendor will work with the USPTO product team to cr user accounts in Genesys Cloud Administrator using the same account names as in USPTO's Active Directory (AD) so th authenticate via USPTO's Single Sign‐on (SSO), Okta. The vendor will provide virtual training to the system users, includ staff and contractors, ahead of the new system going live in production, and also provide recorded, on‐demand trainin users and refreshers for existing users.

What are the specific operational challenges that USPTO anticipates during the transition to Genesys Cloud, and how can the vendor best support these?

1) Call Agent transition to new interface and application.

2) Call Agent co‐use of legacy and new systems at time of deployment.

3) Manager Report Creation and data analysis required in both legacy and new solution for at least 6 months post depl

Can you clarify the level of post‐go‐live support required and how you would like to handle ongoing maintenance (e.g., SLAs, issue resolution timelines)?

USPTO desires a 30‐calendar‐day support period during which the vendor provides configuration and technical suppor

Tier 3 (developers/engineering).

USPTO has a support team that will assume System Admin and Tier 1/2 support post deployment.

What key performance indicators (KPIs) and Service Level Agreements

(SLAs) will be used to measure the success of the migration and the performance of the new ECC system?

1) Configuration provides current legacy functionality however where improvements/efficiency can be made those are solution recommendations for USPTO approval.

2) Must be deployed by end of May 2025.

3) Contact Center Teams approval of MVP and Customer experience post Deployment ‐ Must at a minimum provide cu functional capabilities.

4) USPTO support team is trained and ready to assume Tier 1/2 support and capable of building configuration compon deployment.

Can you specify the quality assurance processes, especially for workforce optimization, employee performance, and post‐interaction surveys?

Call recordings reviewed and interaction quality manager to score agents calls, as well as additional measures & proces vendor includes in the Quality Assurance Plan (QASP)

Do you require additional clarification on specific licensing options, particularly around WEM, CRM connectors, and advanced analytics?

Possible Custom reports if out of the box report capabilities cannot support requirements.

Are there budgetary constraints or preferences for pricing models (e.g., subscription‐based, usage‐based)?

The pricing model must be a fixed annual subscription, with the ability to purchase additional planned licenses and an surge license usage capability for emergency situations (ex. The recent Cloud Strike outage).

Are there any legacy integrations beyond PureConnect that need to be accounted for in the migration?

1x Salesforce connector

1x ServiceNow connector

Will there be any customizations required for integrations with USPTO’s existing tools like ServiceNow or Salesforce?

1x Salesforce connector

1x ServiceNow connector

Can you clarify the expectations around training delivery—will it need to be in‐person, virtual, or a hybrid model?

Virtual training with live and recorded training. Tailored to USPTO solution delivered early enough to allow USPTO time

Union approval ahead of training sessions.

Is there a preferred ongoing support model after the initial deployment and go‐live, such as onsite versus remote support?

USPTO has a support team that will provide Tier 1/2 support. Vendor will provide Tier 3.

Is this considered a potential new requirement or is there an incumbent contract currently performing these services? If there are incumbent vendor(s), would you be able to provide the contract details (such as:

Vendor Name, Contract Number, Award and end dates, total contract value)?

USPTO is replacing our existing on‐premises Genesys Pure Connect system with a Cloud‐based Genesys CX system beca prem version is end‐of‐life.

Incumbent information will not be released at this time.

Is an estimated value available for this potential requirement/project?

Will it be greater than $250K?

Yes, the estimated value is greater than $250K each year over the term of the contract.

What is the expected level of involvement from internal USPTO teams during the migration process?

The USPTO product team will participate in the migration, including helping demo the new solution to our customers ( center and service management teams). Technical leads and others on the USPTO product team will also need to learn create and manage configuration components post deployment.

Is there any need for training USPTO staff on Genesys Cloud system management post‐migration?

Yes, USPTO has a support team that will provide Tier 1/2 and new configuration support post deployment.

Are there any non‐negotiable deadlines or milestones that must be met during the migration?

Must deploy before end of May 2025 due to licensing expiration and product EOL

Will any USPTO‐specific holidays or internal events impact the project timeline?

USPTO mirror the designated Federal holidays. We do not anticipate internal USPTO events impacting the timeline.

Will there be a dedicated USPTO team for user acceptance testing (UAT), or will that responsibility fall on the contractor?

The vendor must provide proof of successful testing; USPTO will conduct functional testing with the internal support te from each contact center and service management team.

Can you provide more details on the expected level of support during the "Go‐Live" period? For example, will onsite presence be required, or will remote support suffice?

Remote Support will be sufficient.

Can you confirm if the licenses to be acquired are inclusive of all necessary features or if there is an opportunity to recommend additional add‐ons for workforce optimization, analytics, etc.?

Current license request is inclusive of all necessary features of the requirements for USPTO. The only caveat will be wit reporting, if based off discovery there is a need for reports that cannot be created with out‐of‐the‐box functionality, th recommended but must be early in the discovery process to allow time to make a decision.