7 -Att F Functionality 3.6.25.xlsx

This is an Attachment F Technical and Business Functionality evaluation matrix for a Contact Center as a Service (CCaaS) Request for Proposal (RFP #S-10700-00012867) issued by the State of Oregon's Department of Administrative Services, State Procurement Services on behalf of Enterprise Information Services, Shared Services, and other Authorized Agencies. The RFP solicitation was posted on March 6, 2025, with proposals due on April 7, 2025. Proposers must submit an electronic version of this attachment demonstrating how their proposed cloud-based contact center solution addresses 51 specific requirements across functional, technical, and support/services categories. The evaluation matrix contains 17 functional requirements (F1-F17) covering mobility, usability, reporting, call tracking, quality of service, data management, installation, scalability, forecasting, virtual customer assistants, scheduling, workforce engagement, surveys, and digital fax capabilities; 18 technical requirements (T1-T18) addressing data storage, export, performance management, knowledge base integration, disaster recovery, identity and access management, network optimization, developer tools, cloud-based architecture, tenant management, artificial intelligence capabilities, transcription, self-monitoring, sentiment detection, change logs, system security, and data residency; and 11 support and services requirements (S1-S11) encompassing provider location, implementation timeline, deployment, support formats, service level agreements, training, resource allocation, change management, incident management, and organizational change management. Each requirement is assigned a priority rating of High (3 points), Medium (2 points), or Low (1 point), with scoring based on responses of "Currently Exists" (2 points multiplied by priority rating), "On the Published Roadmap" (1 point multiplied by priority rating), or "Not Available" (0 points).

The evaluation framework requires proposers to complete only columns F and G of the scoring matrix, with column F containing the response selection from a protected dropdown menu that auto-calculates points in columns H and J. The maximum points available for each requirement are determined by multiplying "Currently Exists" (2 points) by the requirement's priority rating, with most functional and technical requirements rated as High Priority (maximum 6 points) and certain requirements such as Quality of Service (F6) and Predictive Forecasting (F10) rated as Low Priority (maximum 2 points). Critical technical requirements include US-based data storage and hardware located in the continental United States, compliance with Oregon's Enterprise Information Service Cyber Security Service Statewide Information Security Program Plan and Statewide Information Technology Control Standards, disaster recovery with 15-minute Recovery Point Objective and Recovery Time Objective targets, and multi-factor authentication and role-based access controls. The RFP evaluation emphasizes advanced cloud capabilities including generative AI integration, real-time transcription with sensitive data redaction, sentiment analysis with supervisor alert capabilities, and comprehensive change logging with export capabilities to central state sources. Proposers are expected to provide evidence of implementing these requirements in successful public entity environments or demonstrate clear roadmap commitments for future delivery.