Attachment C - Cost Proposal.xlsx

This is a cost proposal attachment for a Contact Center Services Request for Proposal issued by the Florida Department of Management Services. The RFP seeks to establish a state term contract for contact center services with the intention of making multiple statewide awards, though the Department reserves the right to award to one or multiple respondents by region or make no award based on the state's best interests. The solicitation is administered by Evan McLaughlin, Purchasing Analyst Supervisor, and responses must be submitted through the MyFloridaMarketPlace Sourcing Event via the SAP Business Network. Vendors are responsible for monitoring the Vendor Information Portal throughout the procurement process.

The cost proposal template provides two distinct pricing structures: single-tenant and multi-tenant contact center services. For single-tenant systems, respondents must provide monthly pricing based on system capacity tiers (up to 50 agents, up to 100 agents, and up to 300 agents) that include skills-based routing, IVR with speech recognition in multiple languages, call recording with screen capture, one terabyte of storage, workforce management, Computer Telephony Integration, omni-channel capabilities, and virtual hold functionality. Call rates must be provided separately for local access, toll-free, and domestic long distance on a per-minute basis. For multi-tenant systems, pricing is itemized by individual features and services including agents, supervisors, IVR ports, CTI, call recording, notifications, and various call types, each with specified measurement units. All prices must be submitted in U.S. dollars to the third decimal place and will be considered ceiling pricing for all contract years and renewals, in compliance with RFP Section 2.8.2.