Attachment C - Cost Proposal.xlsx

This is a Cost Proposal attachment for a Contact Center Services Request for Proposals (RFP No. 26-83111500-RFP) issued by the Florida Department of Management Services to establish a statewide term contract. The solicitation seeks vendors capable of providing both single-tenant and multi-tenant contact center solutions with comprehensive capabilities including skills-based routing, interactive voice response (IVR) with speech recognition supporting multiple languages (English, Spanish, and Creole), call recording with screen capture, workforce management, Computer Telephony Integration, multi-channel/omni-channel services, and virtual hold functionality. Single-tenant pricing is requested for systems supporting up to 50 agents, up to 100 agents, and up to 300 agents, with monthly capacity pricing required. The proposal submission deadline is 10:00 AM Eastern Time on March 17, 2026, with a public proposal opening at 11:00 AM the same day. Questions from potential respondents must be submitted by 5:00 PM Eastern Time on January 26, 2026. The evaluation period is scheduled from March 31, 2026, through April 14, 2026, with a Notice of Intent to Award planned for May 4, 2026. The contract will have an initial three-year term with potential renewal options. The Department intends to make multiple statewide awards but reserves the right to award to one or multiple respondents by region or make no award based on the state's best interest.

All proposed pricing must be submitted in U.S. dollars and will be considered ceiling pricing for every year of the initial contract term and all renewal years. Respondents must provide monthly pricing for single-tenant system capacity tiers and per-unit or per-minute pricing for multi-tenant services and features, which include agent licensing, supervisor licensing, IVR ports, Computer Telephony Integration, skills-based routing, multi-channel access, virtual hold, workforce management, desktop and mobile client licensing, call recording with screen capture, storage, voice/email/SMS/fax notifications, and call rate access (local, long distance, and toll-free). All submitted prices must comply with Section 2.8.2 of the RFP, and respondents are instructed not to alter any cells or modify the formatting of the cost proposal template. Prices may be provided to the third decimal place. The total evaluation will award 500 points for the Cost Proposal, with an additional 660 points allocated to the Technical Proposal for a combined total of 1,160 evaluation points.