A15PS00319_Distributed_Call_Center_Service.pdf

Office of Information Operations (OIO)

Hosted Automatic Call Distribution (ACD), Interactive Voice Response (IVR) and Workforce Management

(WFM)

Request for Quotes

Bureau of Indian Affairs (BIA)

Document Updated: November 28, 2014 Information contained in this document is BIA proprietary information and is intended for official BIA use only

Table of Contents

PROJECT OVERVIEW

SCOPE OF WORK

GENERAL REQUIREMENTS

UNITED STATES GOVERNMENT

BUREAU OF INDIAN AFFAIRS

Office of Information Technology

1011 Indian School Road NW Albuquerque NM, 87104

Statement of Work Hosted Automatic Call Distribution (ACD), Interactive Voice Response (IVR) and Workforce Management (WFM) Solution Request for Quotes

PROJECT OVERVIEW

Background:

The Indian Affairs’ Office is comprised of the Bureau of Indian Affairs and the Bureau of Indian Education. The Indian Affairs’ Office of Information Technology (OIT) provides information technology support services to agencies within the Bureau of Indian Education (BIE) and the Bureau of Indian Affairs (BIA). In addition to BIA and BIE, OIT provides information technology support services to the Assistant Secretary for Indian Affairs, and limited support for other related, but independent offices such as the Office of Special Trustee for American Indians, the Office of Hearings and Appeals, and the Office of Historical Trust Accounting. OIT’s Information Technology Services are headquartered at offices in Herndon, Virginia. The majority of the work performed under this contract will occur in support of OIT’s operation in Albuquerque, NM.

Management Objective The BIA Office of Information Operations (OIO) is working to implement an Automatic Call Distribution (ACD), Interactive Voice Response (IVR), and Workforce Management (WFM) solution for the Bureau wide Information Technology Help Desk to be located in Albuquerque, NM. Currently, the Help Desk performs basic phone based Tier I and some Tier II Information Technology services for the BIA and BIE.

In order to maximize the efficiency of government resources, the BIA is seeking Software as a Service (SasS) solution which will allow premise and remote staff to perform phone based Tier I, Tier II and Tier III Information Technology support services. Software as a Service is defined through NIST SP800-145 (pg 2) publication. This will allow BIA to expand or contract its Help Desk without regards to geographical considerations. This solution will become part of the BIA Continuity of Operations.

SCOPE OF WORK

The Offeror shall provide Software as a Solution for Hosted Automatic Call Distribution (ACD), Interactive Voice Response (IVR), and Workforce Management (WFM) which shall at least meet the functional and technical requirements provided in this section. Additionally, this solution must meet all Section 508 guidelines. The followings sections are in the order of importance.

ID Requirement Description 1 Automatic Call Distribution (ACD)

1.1 Routing

1.1.2 Calls routed from the BIA 800 or local area code phone number

1.1.3 Routing based upon skill set of agents (support personnel)

1.1.4 Integration into BIA VoIP (Cisco or Nortel) or PBX system (Cisco or Nortel)

1.1.5 ACD call routing over PSTN

1.1.6 Agent status change, login/logout via https://

1.2. Client Software

1.2.1 Web based

1.2.2 Client Based

1.3 CallBacks

1.3.1 Automatic queuing with identification of caller, phone number and issue

1.3.2 Estimated call back times

1.4 Voicemails

1.4.1 Customizable voicemail message

1.4.2 Routable to specific voicemail boxes based upon criteria provide by BIA or by skill set of support personnel.

1.5 Chat

1.5.1 Integration into Google++

1.5.2 Customize message to relay amount of wait time, menu drive (for routing by skill set), recording of chat, etc

1.5.3 Routable based upon skill set

1.5.4 Routable to specific group of premise or remote agents

1.6 Emails

1.6.1 Emails routed to specific mailboxes based upon criteria provide by BIA.

1.6.2 Automatic Email Messages replies. Ability to turn on and off and customizable message

2 Interactive Voice Response (IVR)

2.1 Configurable via HTTPS

2.2 Voice and Touch Tone queuing of menu driven events. Menu driven based upon skill sets

2.3 On hold messaging to include (but not limited to) : expected wait time, ability to leave voicemail, customizable voice recording,

2.4 Recordings to provide Quality Control services. These recording shall be downloadable and in an industry standard format of mp3/mp4 2.5

3 Workforce Management (WFM)

3.1 Metric based reporting for scheduling of staff, forecasting, etc.

3.1 Scheduling of premise and remote staff

3.2

4 Reports 4.1

Real-time Reporting such as hold times, agent resolution times, calls in queue, etc.

Reporting shall be web based and accessible(and viewable) by Internet Explorer 10 higher

4.2 Statistical reports are also required such as hold times, agent resolution times, calls in queue, etc and must be archived and accessible for up to 24 months

4.3 Customizable Reporting

4.4 Dashboards for ACD/IVR/WFM for Real-Time statistics such as hold times, agent resolution times, calls in queue, and longest wait time. These Dashboards shall be web based and accessible (and viewable) by Internet Explorer 10 or higher

5 Support and Training

5.1.1 24/7 access to live technical support by either managers or agents.

5.1.2 Initial Manager and agent training

5.1.3 Ongoing training for new agents or managers

6 Disaster Recovery

6.1 99.9% up time

7 Configuration of IVR and ACD (Optional)

7.1 Use BIA MS-VISIO diagrams to initially configure IVR

7.2 Use BIA MS-VISIO diagrams to initially configure ACD

GENERAL REQUIREMENTS

Using the information and attachment provided in this document, the Offeror shall provide a flexible solution which will allow the BIA to be billed based upon the number of agents which use the solution on a per month basis. A minimum of 10 agents will be billable each month.