Attachment 1-A Definitions

RFP No. 98000-0000005215 Hosted Contact Center 1 of 5

State of Georgia

Request for Proposals RFP Number: 98000-HCC-0000005215

Hosted Contact Center Services

Attachment 1-A Definitions

Date: July 12, 2021

This document contains confidential and proprietary information of GTA and its Customers. It is furnished for the purpose of facilitating Bidder response to this RFP. Except with the express prior written permission of GTA this document and the information contained herein may not be published, disclosed, or used for any other purpose.

Georgia Technology

RFP No. 98000-HCC-0000005215 Hosted Contact Center Page 2 of 5

Service Provider Guidelines

This Attachment supplies specific information for the Service Provider’s reference when responding to the RFP.

Service Provider Instructions

1. Service Provider will not modify or change anything contained within this Attachment.

2. Service Provider’s response to the RFP should reflect the information contained in this Attachment.

RFP No. 98000-HCC-0000005215 Hosted Contact Center Page 3 of 5

1. “Auto-Attendant” means a system that allows callers to be automatically transferred to an extension without the intervention of an operator/receptionist.

2. “Automatic Call Distribution” or “ACD” means a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions.

3. “Affiliate” means an entity in which the Parent of the Prospective Service Provider owns more than fifty percent of the voting stock, or an entity in which a group of principal owners which own more than fifty percent of the Prospective Service Provider also own more than fifty percent of the voting stock.

4. “Contract” means any agreement between two unrelated legal entities under which

Prospective Service Provider, acting as a Prime Contractor, provided data center relocation services of the type and nature described in the relevant Question.

5. “CRM” or “Customer Relationship Management” means a system for managing a company’s interactions with current and future customers.

6. “Data Center Services” means all services that are industry accepted data center infrastructure services including operating systems and environment provisioning and hosting of multi-platforms (i.e., IBM, UNIX, Unisys, Linux, and Windows), data management and storage, tape and backup services, integration services, etc.

7. "GTA" means the Georgia Technology Authority.

8. “Enhanced Quality Management” and “Quality Management” means tools used to record contacts and screen captures to evaluate staff performance. “Enhanced Quality Management” includes the ability to provide role-based scorecards, integrated learning & coaching management for staff/agents.

9. “Enhanced Workforce Management” and “Workforce Management” means a common set of performance-based tools to support management, supervisors, managers and workers across the operations. Enhanced Workforce Management includes the additional workforce optimization tools automating entire processes, making key data more visible encompassing all aspects of managing the complete workforce lifecycle.

10. “IMAC” means – (Installs, Moves, Adds, Changes) covers all day-to-day activities associated with the scheduling and installation of hardware and software, changes to configuration, de-installation and relocation of equipment, including connectivity testing, data transfer and user orientation.

Attachment A Terms and Definitions

RFP No. 98000-HCC-0000005215 Hosted Contact Center Page 4 of 5

11. “include” and its variants (such as “includes” or “including”) means, whether or not capitalized, “including, without limitation”.

12. “Integrated Voice Response” or “IVR” means a telephony technology that can read a combination of touch tone and voice input that gives users the ability to access a database of information via phone.

13. “IT Infrastructure Outsourcing” or “IT Infrastructure Services” in this context, includes data center services and telecommunications services but does not include application sourcing or business process sourcing.

14. “HCC” or “Hosted Contact Center” means a system that provides call and contact routing for high- volume telephony transactions, with specialist answering “agent” stations and a sophisticated real- time contact management system. The supporting infrastructure is normally provided as an off-site, dedicated “hosted service” solution; or as an off-site shared resource “software as a service” (SaaS) solution.

15. “Offerors” means the prospective service provider or contractor seeking qualification under an RFP.

16. "Open Records Act" means O.C.G.A. § 50-18-70 et seq.

17. “Parent” means the entity which owns more than fifty percent of the voting stock of Prospective Service Provider. In the case of an acquisition, “Parent” means the legal entity that acquired the Prospective Service Provider.

18. “Prime Contractor” means the single legal entity of a group of legal entities that are legally associated for the purpose of delivering Services under a contract that executes the contract with GTA and that is the single point of contact with GTA with respect to the Services being delivered.

19. “Principal Owner” means the entity which holds a ten percent or greater ownership interest in another entity.

20. “Prospective Service Provider”/“PSP” means the contractor / firm seeking qualification under this RFP.

21. “Prospective Service Provider Statement” has the meaning set forth in section 3.2 of this

RFP.

22. “PSTN” or “Public Switched Telephone Network” means telephone lines, fiber optic cables, microwave transmission links, cellular networks, communications satellites, and undersea telephone cables, all interconnected by switching centers, thus allowing any telephone in the world to communicate with any other.

23. “Qualified Contractor” means the Prospective Service Provider(s) that has proved and

RFP No. 98000-HCC-0000005215 Hosted Contact Center Page 5 of 5 is selected to be qualified to perform the work set forth in this RFP. Only “Qualified Contractors” will receive and be able to submit proposals to the Hosted Contact Center Services “Quoting Process?”.

24. “Respondent” means the prospective Service Provider or contractor seeking Qualification under this RFP.

25. "Request for Proposals" or RFP means the Request for Proposals to be developed and issued for the project subsequent to this Request.

26. “Request for Qualified Contractors” or RFP means this Request.

27. “Request Management and Fulfillment” has the meaning set forth in the IT Infrastructure Library (ITIL).

28. “Softphone” means a software program for making telephone calls over the Internet using a general-purpose computer, rather than using dedicated hardware.

29. “Software as a Service” or “SaaS” is a software delivery model in which software and associated data are centrally hosted on the cloud by independent software vendors or application service providers.

30. “Service Level Agreement” or “SLA” means a component of a service contract between a service provider and service recipient where the quality delivery of the service is formally defined.

31. “Service Provider”

32. "State" means the State of Georgia.

33. “Supplier” means a company desiring to do business with the State of Georgia.

34. “Time Division Multiplexing” or “TDM” means a method of transmitting and receiving several telephones conversations over a common signal path by means of synchronized switches at each end of the transmission line.

35. “Telecommunications Services” means all services that are industry accepted telecommunications infrastructure services including network communications services, voice services, video services and wireless services.

36. “Virtual queuing” is a concept used in inbound call centers where systems allow customers to receive callbacks instead of waiting in an ACD queue.

37. VoIP – (Voice over Internet Protocol) means a category of hardware and software that enables people to use the Internet as the transmission medium for telephone calls by sending voice data in packets using IP rather than by traditional circuit transmissions of the PSTN.