Attachment 1-B Statement of W

State of Georgia Request for Proposals RFP Number: 98000-HCC-0000005215 Hosted Contact Center

Statement of Work Attachment 1-B

Date: July 12, 2021

Submit Response to Issuing Officer: GTA Procurement Towanda Cuthbert, Issuing Officer Procurement@gta.ga.gov

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 Except with the express prior written permission of GTA this document and the information contained herein may not be published, disclosed, or used for any other purpose.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 Authority

Document1

Georgia Technology Authority

RFP No. 98000-000000xxxx Managed Network Services Page 2 of 4

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

Service Provider Instructions

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

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

Table of Contents

General Description This Attachment provides an overview of the Contact Center services requirements. The purpose of the document is to provide a perspective of the products, services, equipment, software and support that are included within the scope of the Attachment 2-B Statement of Work Expanded Scope. It is not intended that the contents be inclusive of all aspects of the environment.

Core Contact Center Services Hosted Services The Service Provider’s responsibilities include, and Service Provider shall do the following:

Is available as “Software as a Service” (SaaS) Have the ability to scale up/down full contact center services as needed by request.

Support multiple contact center partitions and agents with flexibility to interact with other contact centers if possible.

Provide redundancy for Hosted Contact Center Services.

Support TDM and VoIP communications to agents.

TDM, ability to route calls to PSTN for call termination on Agency provided systems.

VoIP, provide choice of hard or soft phone Soft Phone should have minimal impact on existing desktop real estate environment.

Can leverage any standard 10-digit number Provide a hosted contact center solution that is physically located in data centers within the United States.

Hosted Contact Center supported by staff that is physically located within the United States.

Provide and support HCC seats in physical Agency locations and remote teleworker locations.

Administrative functionalities available to the Agencies should incur no fees if performed by the Agencies Provide a call disposition tool that caters to the respective business model of the agency.

Interface with Agency designee on support of End User systems, desktop support, and standard images.

Automatic Call Distribution The Service Provider’s responsibilities include, and Service Provider shall do the following:

Support multi-channel routing, basic and advanced call routing, skills-based routing and call back/virtual queuing.

Be compatible with IVR, Chat, Email, BOTS and Virtual Agents Ability for Agency to manage the creation, modification and deletion administration of agents.

Provide Agency with the ability to adjust wrap time and force calls to agents.

Ability to build not-ready codes, also the ability to automatically interrupt not-ready codes as call volumes increase excluding break codes.

Email routing for multiple skill sets.

Agent whisper feature Interact with Agency regarding the configuration and scripting of Automatic Call Distribution (ACD), Intelligent Routing, and Predictive Dialing.

Ability to have agents from multiple agencies in a shared skillset Ability to route calls to different agency groups Force calls to agents when staffed in without them having to signal to receive a call.

Provide the ability to change gate - opening or closing Provide an alert when an agent is dropped from the ACD queue Ability to set thresholds on agent, application, and skillset levels.

Ability for supervisor to log agents out of the system.

Ability to integrate with Customer Relationship Manager (CRM)

Auto Attendant and Integrated Voice Response

Provide for automated speech recognition (ASR) and Text-to-Speech (TTS) Include call back/virtual queuing capability.

Ability to integrate with Customer Relationship Manager (CRM).

Ability to integrate to agency applications and database systems.

Setup, support, operate, and maintain the IVR systems and related call routing / mapping logic. This includes caller menu selections, all voice message scripts and prompts, and intelligent call routing or routing to call queues / Agents based on type or characteristics of inbound call. Make changes to the IVR system on a regular basis as required or as requested by Agency.

Create and record message scripts for call queuing and for information prompts as requested by Customers, including IVR applications that interface with host systems in designated sites.

Establish and follow Customer approval process for changes to IVR scripts, hold messages, music on hold, predicted wait times, queue messages, schedules and after hours or emergency messages.

Provide the ability to make emergency (short notice) changes to the IVR systems to address business problems, service issues, outages, or other items that may impact contact volumes.

Provide 24x7 automated (IVR) support in certain situations, including retrieval/recall Allow each state agency the ability if needed to update their own recorded messages, routing messages, etc. without needing to contact their provider.

Have redundancy capability to an alternate system during a storm/disaster event. This would include alternative messaging, remote phone capability, etc.

Reporting & Analytics

Provide industry standard reporting for system, agents, ACD and IVR, including real-time, industry standard call metrics and the ability to set SLA’s therein.

Ability to provide base line, canned, ad-hoc, historical and real-time reports supported by dashboards with graphs and charts.

Ability to support wallboard displays for dashboard performance metrics such as calls/email/chat/etc. answered, service levels, abandon rates, calls waiting, hold times, view all agent’s status, and banner messages.

Ability for Agency to define, build and run custom reports supporting business requirements.

Provide for real-time access by Authorized User to reporting systems.

Allow agent to view their individual call metrics (real time, historical and baseline) on their desktop.

Ability to change reporting metric requirements for different skillsets.

Ability to prompt messages on agent desktop displays.

Ability to provide an Agent Report that tracks the entire Agent call flow for any single call.

Ability to export raw contact center analytics data for use.

Provide access to application historical data for 37 months, agent historical data for 13 months.

Call Recording & Basic Quality Management

Call Recording Manage and maintain call recording systems, voice and screen, including:

Provide 20% random call recordings and screen capture per agent per day.

Provide online storage to hold at the minimum two calendar months of recordings per agent.

Provide interface to archive recordings to GTA or Agency provided storage.

Provide a method for appropriately adjusting monthly online storage needs.

Ability to barge-in a call, coach, conference or take over call and record it.

Ability to listen to a call at any point during the call.

Ability to record one agent during workday and not impact the 20% recording time Ability to listen to recorded calls from any location (web-based call recording) Ability to email downloaded recordings.

Ability for agent to initiate recording their own all Ability to search recordings by filters Have the ability to administer call center recordings based on agent. Be able to designate 100% recordings or unique amount separate from standard recording environment, per agent.

Customer Surveys Provide the ability to initiate, collect, and track information on customer surveys within the system for the support of the contact center service.

Network & Transport

Toll-Free service requirements Service Provider needs to include toll-services on a per-minute and inclusive to the per-seat pricing model.

Provide per-minute inbound and outbound toll-free services Provide inclusive inbound and outbound toll-free services Trunking Requirements Provide erlang standard calculations for appropriately sizing inbound trunking requirements and provide quarterly assessments to adjust as needed.

Trunking can be shared between Agencies but should not impact performance of individual contact centers Service Provider may use either TDM or VoIP for trunking for the most efficient performance and price.

Data network requirements Data network requirements described below are for optional VoIP termination to Agency contact centers.

Service provider can propose end-to-end data connection for call centers and agents where applicable or leverage existing State protected networks.

Service Provider will provide a tool(s) for self-assessing bandwidth requirements and voice quality performance.

Setting up, supporting, operating, and maintaining data circuits and VoIP circuits (if applicable) as required.

VPN / Security for Transport Provide end-to-end network security and monitoring Provide Virtual Private Network VPN access

Enhanced Contact Center Services Enhanced Quality Management The Service Provider’s responsibilities include, and Service Provider shall include the following optionally provide;

Role based score cards with key performance indicators Integrated Learning Tools Coaching Management Tools Enhanced correlation of reporting, optimization and forecasting of key performance indicators.

Open architecture and APIs to allow seamless and easy integrations to State of Georgia systems and databases, as well as third party systems (REST APIs, SQL. Webhooks, etc.) at low cost Integrated with best -or-breed solutions for WFM system with real time data integration between the contact center and WFM to allow seamless data entry and reporting Integrated with best-of-breed solutions for ticketing that allows the State of Georgia users/admins to create custom forms with custom fields and integrations, reporting, etc.

Allow the State of Georgia users/administrators to:

· Easily change or enhance the call routing from point of the phone number through any IVRs, and Queues, including the ability to route calls based on flags, or options set by the administer or data enter by the caller(for chat users) Provide guidance and assistance for changes/adds/removes as well as developing customized calls and reports at no additional charge Enhanced Workforce Management The Service Provider’s responsibilities include, and Service Provider shall do the following:

Provider should describe the workforce management capabilities within their offering Ability to analyze customer interactions Leverage call data to adjust scheduling.

Identify customer and employee behavior Ability to perform short term and long-term forecasting Provide for skills improvement and coaching Provide data to forecast schedules for shift assignments Solution Live transcription and Captioning services Provide data of the proposed solution accuracy data Immediate download of transcripts and notes Easily integrated with LMS and customer relation solutions Customer Relationship Management (CRM) The Service Provider’s responsibilities include, and Service Provider shall do the following:

Provider should list integrated and separate CRM options as well as ability to leverage existing CRM sources.

Provider should have the capability to migrate existing CRM data into a replacement option.

Transition Requirements Setup & Transition The Service Provider’s responsibilities include, and Service Provider shall do the following:

Setup & Transition Services to Install, manage and maintain Hosted Contact Center Systems used for callers’ access to the Contact Centers, including:

Service provider will provide appropriate technical resources to guide, design, configure and implement all contact center functionality including call scripting and call flows, etc.

Program network-based routing.

Configure call prompters.

Configure transfer connect and advanced features.

Setting up, supporting, operating, and maintaining IVR, Auto Attendant, after-hours processing, call recording and other associated systems required to process calls and allow end-users to control after initial setup.

Develop and implement plan to transition in-scope access numbers including toll and toll free numbers and any other specified numbers from the current Agency Customers’ current Service Provider.

Setting up, supporting, operating, and maintaining data circuits and voice over IP circuits (if applicable) as required processing contact center services and supporting features or products.

Develop, implement, and maintain call routing procedures, which define how calls will be received and allocated across multiple centers (if relevant) and within centers how calls will be distributed to queues. Develop, implement, and maintain process for Agency approval / notification of changes to these procedures.

Design, build, implement, and maintain call routing tables based on criteria defined by Agency, which route calls to Agents based on Agent skill sets and availability.

Develop and maintain routing tables, which map inbound numbers to centers and within centers to appropriate queues.

Provide a certified project manager to work with agencies during implementation phase to plan, document, execute and communicate tasks for the entire implementation process Provide build, user application testing, test, and production lifecycle management.

Develop and implement procedures for re-routing calls in the event of center outages, emergencies, unexpected call volume spikes or overflows, or other unforeseen circumstances during transition. Plan and changes are subject to approval by Agency.

Training and Support Training The Service Provider’s responsibilities include, and Service Provider shall do the following:

E-learning, browser based, including training materials and./or videos.

Reference guides for ongoing support.

Provide onsite training for initial implementation.

Provide training for supporting Integration, Agent & Supervisors and End-Users for the use of the contact center services systems.

Technical Support The Service Provider’s responsibilities include, and Service Provider shall do the following:

Service Provider provides a service desk including 24x7x365 coverage accessible through voice, email, web, chat.

Receive notification of events, system issues, status and updates or can be provided as a web portal.

Hosted Contact Center supported by staff that is physically located within the United States.

General Requirements Pricing Model The Service Provider’s responsibilities include, and Service Provider shall do the following:

Ability to provide a Per Seat subscription model, including quick scalability pricing Ability to provide tier volume discounts to individual agencies based on projected enterprise volumes.

Basic Seat pricing should include all features and functions (seat, email, chat, fax, etc.) with the exception of enhanced workforce management, enhanced quality management, Customer Relationship Management, and Customer Surveys.

Provide inclusive toll-free services and per-minute toll-free services for competitive pricing.

Provide a rate-card for optional professional services.

Per Seat Pricing should include all installs, moves, adds or changes (IMAC) No minimum requirement for the number of seats contact centers required to purchase Ability for Agencies to add seasonal seats at any time without implementation or disconnect fees There should be no implementation fee or other fees besides the monthly recurring seat charges imposed for upgrading and downgrading solution capabilities Ability to provide pricing that can include upfront transition costs within the per-seat price (amortized over the life of the contract) as well as priced separately.

Provide a-la-carte pricing for other than basic seat, such as Enhanced Quality Management, Enhanced Workforce Management, Customer Relationship Management, and Customer Surveys, etc.

Security Requirements The Service Provider’s responsibilities include, and Service Provider shall do the following:

Provider must comply with the State and Agencies data integrity and privacy policies for the delivery of the contact center services.

Provide encryption for VoIP calls that meet or exceed IRS Publication 1075 requirements, if required by Agency.

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