Attachment 2-C-1 Solution Doc
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- Attached to
- Hosted Contact Center Services
- Solicitation number
- 98000-HCC-0000005215
- Issued by
- Georgia
About this file
This is a Service Provider Solution Document for the Georgia Technology Authority (GTA) in response to RFP Number 98000-HCC-0000005215 for Hosted Contact Center Services, submitted on July 12, 2021. The document outlines the comprehensive contact center services that a service provider must address, encompassing both core and enhanced service offerings. Core services include hosted contact center infrastructure, automatic call distribution (ACD), auto-attendant and integrated voice response (IVR) systems, reporting and analytics capabilities, call recording with basic quality management, and network and transport services including toll-free and trunking requirements. Enhanced services address quality management, workforce management, and customer relationship management (CRM) integration. The solution document also specifies transition requirements including setup and implementation, training for end users and support staff, and ongoing technical support capabilities. The service provider's response framework requires addressing security requirements and establishing a transparent pricing model aligned with GTA's objectives of improving service delivery, innovating service offerings, and ensuring cost competitiveness.
The document serves as a template for bidders to structure their responses across all specified service categories and requirements. No specific pricing information, contract term length, renewal options, incumbent contractor details, or response deadline dates are provided within this particular attachment. The solution document emphasizes that service providers must demonstrate how their offerings meet the state enterprise and individual agency requirements while maintaining quality, reliability, and flexibility to evolve service capabilities. This RFP is issued to support GTA's broader enterprise objectives of ensuring transparent consumption visibility, cost control, and timely service delivery across the State of Georgia's contact center operations.
Text of this file
Georgia Technology Authority
Document1
Georgia Technology Authority
State of Georgia Request for Proposals RFP Number: 98000-HCC-0000005215 Hosted Contact Center Services Attachment 2-C-1 Service Provider Solution
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.
Table of Contents
| 1.0 | General Description | 5 |
| 2.0 | Core Contact Center Services | 6 |
| 2.1 | Hosted Services | 6 |
| 2.2 | Automatic Call Distribution | 6 |
| 2.3 | Auto-Attendant and Integrated Voice Response | 6 |
| 2.4 | Reporting & Analytics | 6 |
| 2.5 | Call Recording & Basic Quality Management | 6 |
| 2.6 | Network & Transport | 6 |
| 3.0 | Enhanced Contact Center Services | 8 |
| 3.1 | Enhanced Quality Management | 8 |
| 3.2 | Enhanced Workforce Management | 8 |
| 3.3 | Customer Relationship Management (CRM) | 8 |
| 4.0 | Transition Requirements | 9 |
| 4.1 | Setup & Transition | 9 |
| 5.0 | Training and Support | 10 |
| 5.1 | Training | 10 |
| 5.2 | Technical Support | 10 |
| 6.0 | General Requirements | 11 |
| 6.1 | Pricing Model | 11 |
| 6.2 | Security Requirements | 11 |
General Description This Appendix 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. 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 solution addresses the requirements in this section with the following:
Automatic Call Distribution The Service provider’s solution addresses the requirements in this section with the following:
Auto-Attendant and Integrated Voice Response The Service provider’s solution addresses the requirements in this section with the following:
Reporting & Analytics The Service provider’s solution addresses the requirements in this section with the following:
Call Recording & Basic Quality Management The Service provider’s solution addresses the requirements in this section with the following:
Call Recording
Customer Surveys Network & Transport The Service provider’s solution addresses the requirements in this section with the following:
Toll-Free service requirements
Trunking Requirements
Data network requirements
VPN / Security for Transport
Enhanced Contact Center Services Enhanced Quality Management
The Service provider’s solution addresses the requirements in this section with the following:
Enhanced Workforce Management The Service provider’s solution addresses the requirements in this section with the following:
Customer Relationship Management (CRM)
Transition Requirements Setup & Transition
Training and Support Training
Technical Support
General Requirements Pricing Model The Service provider’s solution addresses the requirements in this section with the following:
Security Requirements
RFP No. 98000-000000xxxx Managed Network Services Page 2 of 4
| RFP No. 98000-HCC-0000005215 |
| Hosted Contact Center |
| 10 of 10 |
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