Attachment G - Functionality Matrix RFP 758 2700000097.xlsx
XLSX spreadsheet 50 KB Posted
- Attached to
- Contact Center as a Service RFP
- Solicitation number
- RFP 758 2700000097 1
- Issued by
- Kentucky
About this file
Attachment G is a Functionality Matrix for Kentucky's Contact Center as a Service RFP 2700000097. This matrix outlines the technical and operational requirements that prospective vendors must meet or exceed in their proposals for providing contact center services to the state. The document establishes baseline functionality expectations across multiple service categories and operational dimensions, serving as the evaluation framework against which all vendor submissions will be assessed for compliance and capability.
The Functionality Matrix details specific requirements across key operational areas including call handling capabilities, customer interaction channels, reporting and analytics functions, system integration standards, quality assurance processes, workforce management tools, and security and compliance features. Vendors must demonstrate how their proposed solutions satisfy each requirement, with the matrix serving as both a technical specification document and a scoring tool for proposal evaluation. The matrix enables the state to objectively compare vendor offerings and ensure that selected providers can deliver the comprehensive contact center capabilities necessary to support state operations and citizen services.
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Instructions
| Attachment G - Instructions for Functionality Matrix Response Spreadsheet |
| RFP 758 2700000097 Contact Center as a Service (CCaaS) |
| Purpose of Functionality Matrix: |
| This matrix should be completed by the Vendor. It will be used to determine how well the proposed solution meets CHFS desired features. This matrix will be evaluated and scored. |
| Table: Definition of "Solution Response" Column Codes |
| The Vendor should provide a response to all criteria provided in the "Solution Response" column using the options provided in the drop-down list (see the table below for Code Descriptions and Definitions). No other responses should be provided other than those in the drop-down list. |
| Code Description | Code Definition | Note |
| Out of the Box | Means the functionality is provided without configurations, modification, or a third-party application or provision of services. | |
| Configuration | Means the functionality is provided; however, it must be configured to meet CHFS' requirements. Configuration does not require the development of new program code. | |
| Minor Modification | Means the functionality must be developed or coded to meet CHFS' requirements. A minor modification is defined as a work effort of less than forty (40) hours for design, development and testing. | |
| When selecting this option, Vendors must use the Explanation column to explain their approach to meeting the requirement. Cost must be included in Vendor's Cost Form. Cost shall NOT be provided in this matrix. | ||
| Major Modification | Means the functionality must be developed or coded to meet CHFS' requirements. A major modification is defined as a work effort of more than forty (40) hours for design, development and testing. | |
| When selecting this option, Vendors must use the Explanation column to explain their approach to meeting the requirement. Cost must be included in Vendor's Cost Form. Cost shall NOT be provided in this matrix. | ||
| Third-Party Solution | Means the functionality can be met by implementing a third-party solution. |
| When selecting this option, Vendors must use the Explanation column to identify the third-party solution and describe their relationship with the third-party provider. Cost must be included in Vendor's Cost Form. Cost shall NOT be provided in this matrix. | ||
| Future Solution | Means the functionality is planned in a future product release as Out-of-the-Box with Configuration. | |
| When selecting this option, Vendors must use the Explanation column to provide the release date and other relevant details. | ||
| Other | If the Vendor's approach for meeting the requirement is not addressed by one of the previous options, please select this category. | When selecting this option, Vendors must use the Explanation column to explain their approach to meeting the requirement. |
| Not Available | Means the functionality is not available. If a requirement is mandatory and "Not Available" is checked, Vendor will be deemed as non-responsive and will not move on in the evaluation process. | |
| When selecting this option, Vendors must use the Explanation column to explain their approach to meeting the requirement. |
| Explanation Column: |
| Vendor should provide an explanation for responses marked as "Minor Modification," " Major Modification," Third-Party Solution," "Future Solution," "Other," "Not Available," as instructed above. Additionally, the Vendor should answer any questions that appear in a field in this column. |
CCaaSFunctionalities
| Commonwealth of Kentucky - Cabinet for Health and Family Services (CHFS) |
| Attachment G - System Functionality Matrix RFP 758 2700000097 |
Contact Center as a Service with Managed Services and Augmented Staffing
Vendor Name:
Solutions Requirement Cost, if any, must be included in Cost Proposal only.
DO NOT include cost in this document.
| ID # | Category | Description | Solution Response | Explanation/Details |
| CCaaS-001 | ACD | Call transfers to external organizations and between CHFS departments. | ||
| CCaaS-002 | ACD | Unified communications - configurable, operational, and reportable by each contact center | ||
| CCaaS-003 | ACD | Routing and monitoring by either skill set or flexible business rules | ||
| CCaaS-004 | ACD | Email routing based on keyword recognition from Email subject line | ||
| CCaaS-005 | ACD | Email auto-replies | ||
| CCaaS-006 | ACD | CRM integration that provides a history of customer contacts | ||
| CCaaS-007 | ACD | Queue monitoring for all communication channels | ||
| CCaaS-008 | ACD | Scripted SMS/chat responses using business rules | ||
| CCaaS-009 | ACD | Chat session archiving | ||
| CCaaS-010 | ACD | Unlimited skills-based routing | ||
| CCaaS-011 | ACD | Multi-queue occupancy | ||
| CCaaS-012 | ACD | Productivity tracking and reporting | ||
| CCaaS-013 | ACD | Queue prioritization across all communication channels | ||
| CCaaS-014 | ACD | Skills-based routing | ||
| CCaaS-015 | ACD | Configurable wait messages | ||
| CCaaS-016 | ACD | Configurable On-hold music/messages | ||
| CCaaS-017 | ACD | Queue Wait time estimates | ||
| CCaaS-018 | ACD | After-hours messaging | ||
| CCaaS-019 | ACD | Unlimited queues | ||
| CCaaS-020 | ACD | Virtual Hold Request (VHR), also known as a callback at queue level | ||
| CCaaS-021 | ACD | VHR offer time Configurable at Queue Level | ||
| CCaaS-022 | ACD | Allow authorized user to configure VHR offer time | ||
| CCaaS-023 | ACD | Allow for an mandatory or non-mandatory virtual hold requests, based on average queue wait times, which can be different for each department. | ||
| CCaaS-024 | ACD | VHR call disconnect for mandatory VHR | ||
| CCaaS-025 | ACD | Queue retention after VHR - Allow a call to remain in the queue if the caller chooses not to accept the VHR option | ||
| CCaaS-026 | ACD | Retry phone entry for VHR | ||
| CCaaS-027 | ACD | Duplicate VHR detection | ||
| CCaaS-028 | ACD | Duplicate VHR blocking | ||
| CCaaS-029 | ACD | Allow a caller to replace an existing VHR with a different phone number while maintaining position in the queue. | ||
| CCaaS-030 | ACD | Cancel VHR | ||
| CCaaS-031 | Allow callers to wait in queue after cancelling VHR | |||
| CCaaS-032 | ACD | Ability to limit VHR to business hours | ||
| CCaaS-033 | ACD | Toggle VHR settings | ||
| CCaaS-034 | ACD | Ability to report Inbound call with or without VHR | ||
| CCaaS-035 | ACD | Outbound call association to a queue | ||
| CCaaS-036 | ACD | Manual call tracking | ||
| CCaaS-037 | ACD | Configurable ring settings | ||
| CCaaS-038 | ACD | Phone number validation | ||
| CCaaS-039 | ACD | Emergency IVR messaging | ||
| CCaaS-040 | ACD | Allow call disconnect after Emergtency IVR message | ||
| CCaaS-041 | ACD | Ability for authotized users to activiate/deactivate Emergency IVR message | ||
| CCaaS-042 | ACD | Ability for transferred calls to have the experience (music, messaging, VHR options, etc.) as the originating call. | ||
| CCaaS-043 | ACD | Campaign dialing without agent routing | ||
| CCaaS-044 | Campaign dialing with agent routing | |||
| CCaaS-045 | ACD | Custom queue behaviors | ||
| CCaaS-046 | ACD | SMS session archiving | ||
| CCaaS-047 | ACD | Outbound SMS | ||
| CCaaS-048 | ACD | Text masking for PII | ||
| CCaaS-049 | ACD | Skills-based routing | ||
| CCaaS-050 | ACD | Intelligent routing based on business rules and defined system conditions | ||
| CCaaS-051 | ACD | ACD emergency changes |
Supported by the CCaaS Platform and not the Telephony Carrier CCaaS-052 ACD Telephony-CRM integration using RESTful APIs and the Contact Management/CRM solution.
| CCaaS-053 | Enabling a screen-pop and the presentation of caller-specific information on the CSR‘s computer screen at the same time the ACD delivers the call. | ||
| CCaaS-054 | ACD | Contact tracking | |
| CCaaS-055 | ACD | Capability to provide a pre-recorded agent greeting for each call | |
| CCaaS-056 | ACD | Ability to include alternate routing numbers (e.g., cell phone numbers, landlines) in Agent profiles | |
| CCaaS-057 | ACD | Outbound SMS messages“push” messages via lists | |
| CCaaS-058 | Administration | Provides ITIL-compliant Help Desk Support methods for incident management via telephone and email for all incidents and requests by users of the CCaaS application. | |
| CCaaS-059 | Administration | Allows for seamless scaling of physical, geographically multi-site, virtual, and remote/telecommute phone services to support a mixture of agent locations and departmental organizational structures. | |
| CCaaS-060 | Administration | Call and screen recording uses data compression to limit file size for storage | |
| CCaaS-061 | Administration | Provides the option of logging out agents, by department, after a pre-determined period of inactivity | |
| CCaaS-062 | Agent | Support the physical location of the agent's desktop tool sets, as well as all routing and preferences, virtually across the Commonwealth's secured network. | |
| CCaaS-063 | Agent | Ability to associate and track agents on a tiered hierarchy, such as department, region, county, office, team, and agent. | |
| CCaaS-064 | Agent | Ability to establish thresholds allowed for after-call work statuses for each department and queue independently. | |
| CCaaS-065 | Agent | Capability to display, on the User Interface, the presented call’s queue and other metrics, such as time in system, time in queue, etc. | |
| CCaaS-066 | Agent | Ability to configure an auto-answer feature or manual pick-up, by department. | |
| CCaaS-067 | Agent | Present a user interface to agent on one screen that includes the following telephony functions: inbound and outbound dialing and disconnect, conference calls, transfer to internal/external numbers and queues, mute, hold, internal directory access, dialing keypad, current day's call history, agent status display, status duration timer, active queue list, internal and external chat button, current call detail display that includes the queue, calling number identification, call duration, unique identification number, and freeform note field for each call. Have a functionality to initiate and respond to SMS. | |
| CCaaS-068 | Agent | Provides a softphone that uses at a minimum a G.729 codec or similar feature, and supports all Plantronics, Logitech and Jabra headsets, system speakers, and microphones that are provided by the Commonwealth. | List the headset brand name system supports: |
| CCaaS-069 | Agent | Support international inbound and outbound calling that can be restricted by Toll Free Number | |
| CCaaS-070 | Agent | Ability to receive an alert from the supervisor tool | |
| CCaaS-071 | Agent | Provides information, in near-real time, about active contact: Caller Number Identification, Queue tracking, talk time, and hold time. | |
| CCaaS-072 | Agent | Provides information, in near real-time, about active contact, for authorized users: Call Path history and any DTMF selections the caller made during that call's flow through the phone system. | |
| CCaaS-073 | Agent | Desktop tool offers one-click accessibility to all routine tasks | |
| CCaaS-074 | Agent | Agent desktop tool supports the ability for agents to request assistance from supervisors, individually or by group, within each department. | |
| CCaaS-075 | Agent | Agent tool provides the option of a ring or tone thru PC speakers, in the headset, or both, when a contact is presenting to the agent. | |
| CCaaS-076 | Agent | Automatically record all contacts and associated metadata processed through the system in their entirety, store at a network location other than the desktop, secured according to Commonwealth of Kentucky security requirements, archive for five (5) years, accessible by department using any of the following parameters: time/date, recording ID, contact ID, by agent profile. | |
| CCaaS-077 | Agent | Ability to play a pre-recorded message, based on the selected language, while agents are on an active call, that will be captured as part of the full call recording. | |
| CCaaS-078 | Agent | Ability to associate agents to one or many skill queues, with the ability to transfer between queues as allowed by supervisory controls. | |
| CCaaS-079 | Agent | Customizable status codes, by department, that accurately track the agent's current status. | |
| CCaaS-080 | Agent | Ability to define customizable status codes as an agent is actively working, not working, available, unavailable, etc. | |
| CCaaS-081 | Agent | Ability for agents to change physical workstations while maintaining their unique settings. | |
| CCaaS-082 | Agent | Customizable based on individual department needs | |
| CCaaS-083 | Agent | Supports the agent to remotely view the caller's desktop to facilitate issue resolution, but prevents the agent from operating the callers desktop | |
| CCaaS-084 | Agent | Supports consult call capability with 3 parties on the call and ability to add additional parties to the consult call | |
| CCaaS-085 | Agent | Support retrieving call and screen recording from Contact Management tool for authorized users | |
| CCaaS-086 | Agent | Provide online, up-to-date, and on-demand training materials for the agent tool. | |
| CCaaS-087 | Agent | Provide searchable help documentation within each of the user interface tools of the CCaaS components | |
| CCaaS-088 | Agent | Provide a virtual training environment configured to mirror the production environment, and must be accessible during production hours for the life of the contract. | |
| CCaaS-089 | Analytics | Incorporates a Natural Language Understanding (NLU) module capable of mapping customer feedback to predefined topics | |
| CCaaS-090 | Analytics | NLU module contains theme detection functionality to identify unexpected topics of conversation within customer feedback | |
| CCaaS-091 | Analytics | NLU module provides insights derived from the mapped topics to aid in data analysis and decision-making processes | |
| CCaaS-092 | Analytics | Utilizes Speech to Text technology for accurate transcription of customer interactions | |
| CCaaS-093 | Analytics | Speech to Text functionality generates transcripts that distinguish between different speakers within a conversation | |
| CCaaS-094 | Analytics | Supports call categorization to organize and enhance transcribed call data for further analysis | |
| CCaaS-095 | Analytics | Supports languages other than English and Spanish, based on the specific language requirements of the business | |
| CCaaS-096 | Analytics | Scalable language support and configurable to accommodate additional languages as needed | |
| CCaaS-097 | Analytics | Real-time sentiment analysis on customer interactions to gauge the sentiment, effort, intent, emotion, and emotional intensity expressed by customers | |
| CCaaS-098 | Analytics | Sentiment analysis results integrate into agent-facing interfaces to enable agents to adjust their responses and interactions accordingly | |
| CCaaS-099 | Analytics | Sentiment analysis module provides fine-grained insights into customer sentiment and emotional states to enhance customer service quality | |
| CCaaS-100 | Analytics | Integrates with analytics driven third party applications |
Example: Tableau, PowerBI
| CCaaS-101 | Analytics | NLU module supports contact methods including but not limited to voice, e-mail, chat, SMS | |
| CCaaS-102 | Chat/SMS | Support three (3) simultaneous chat and SMS sessions per user | Describe all channels supported in the proposed CCaaS, along with requirements for ACD integration with email servers, web portals, etc.: |
| CCaaS-103 | Route inbound email, chat, and SMS interactions through the Automatic Call Distributor (ACD) | ||
| CCaaS-104 | Contact Management | Provides Contact Management (CM) solution to track customer contacts for the effective administration of the Contact Center and to facilitate quality initiatives. | |
| CCaaS-105 | Contact Management | Integrates with the skills-based routing of the telephony platform using customer identifiers to provide a screen-pop in a CM window | |
| CCaaS-106 | Contact Management | Contact history per case or individual available for CSR review, and includes a three-month active window with the screen-pop, and the ability to drill down further for all channel contacts made during the previous year. | |
| CCaaS-107 | Contact Management | Various fields in the application window are provided to track details of each contact including the CSR assigned to the contact, contact date and time, the contact type, contact resolution status (resolved, pending, escalated), program issues or concerns (pull down or free-text used for trending analysis), and a notes field for CSR contact documentation | |
| CCaaS-108 | Contact Management | Supports Single Sign-On (SSO) for all users by integrating with KYID | |
| CCaaS-109 | Contact Management | Supports configuration and access to the functionality based on user role permissions | |
| CCaaS-110 | Contact Management | Allows for customizable, Commonwealth-defined, fields by department. | |
| CCaaS-111 | Contact Management | Ability to capture and report on every field within the contact management solution configured for the Commonwealth. | |
| CCaaS-112 | Contact Management | Has a "hover over" terms description for all the fields | |
| CCaaS-113 | Contact Management | Ability to capture and maintain contact information, including, but not limited to, contact name, address, telephone, e-mail, etc. | |
| CCaaS-114 | Contact Management | Supports retrieval of data by the Commonwealth system using real-time web services | |
| CCaaS-115 | Contact Management | Supports creating and tracking incidents for all channels supported by the system and in particular for call, e-mail, SMS and chat. | |
| CCaaS-116 | Contact Management | Ability to assign an incident number to all contacts automatically | |
| CCaaS-117 | Contact Management | Capability to search for incidents using any of the attributes captured in the incident. (For example: Incident #, Incident closed date, Incident created date, Incident created by user or team, etc.) | |
| CCaaS-118 | Contact Management | Ability to support inter-department and intra-department incident workflow management with scripting | |
| CCaaS-119 | Contact Management | Provides contact history with drill-down capabilities for incident documentation, including notes, audit trail and any attachments | |
| CCaaS-120 | Contact Management | Capability to escalate incident tickets based on business rules | |
| CCaaS-121 | Contact Management | Ability to attach soft copy documents to incidents, including, not but limited to, the following formats, CSV, XLS, Word Documents, PDF, WAV, JPEG, TIF, GIF, PPT | |
| CCaaS-122 | Contact Management | Provides history of incident access, and track and log changes by agents and/or queues | |
| CCaaS-123 | Contact Management | Auto-close incidents using business rules | |
| CCaaS-124 | Contact Management | Ability to link multiple incidents. | |
| CCaaS-125 | Contact Management | Provides queues to prioritize and route incidents. | |
| CCaaS-126 | Contact Management | Identifies and escalates open incidents (via configurable business rules) to other agents and/or queues | |
| CCaaS-127 | Contact Management | Prevents unauthorized access to incidents and associated documents | |
| CCaaS-128 | Contact Management | Tracks and reports on incidents escalated to other departments | |
| CCaaS-129 | Contact Management | Offers configuration rules for the Commonwealth to manage escalation and/or resolution of incidents | |
| CCaaS-130 | Contact Management | Able to track escalation to resolution time | |
| CCaaS-131 | Contact Management | Able to track reasons for escalation | |
| CCaaS-132 | Contact Management | Allows attachment of various document types to the Knowledge Base, including, but not limited to, the following formats: CSV, XLS, Word Documents, PDF, wav, jpeg, tif, gif, ppt | |
| CCaaS-133 | Contact Management | Ability to develop and manage Knowledge Base (KB) articles | |
| CCaaS-134 | Contact Management | Supports a workflow based process for creating, maintaining, approving and releasing of KB articles | |
| CCaaS-135 | Contact Management | Compliant with the Knowledge Centered Support (KCS) methodology | |
| CCaaS-136 | Contact Management | Ability for unlimited articles in the Knowledge Base | |
| CCaaS-137 | Contact Management | Incorporates a Knowledge Base, with highly flexible search criteria, to enable an agent to quickly find needed information in various formats to include text and graphics (e.g., hyperlinks, resolution scripting, policy manuals, training materials, FAQs, process diagrams, etc.) | |
| CCaaS-138 | Contact Management | Ability to create searchable log of all inquiries of the Knowledge Base, and generate summary reports showing the most common searches, along with failed search terms | |
| CCaaS-139 | Contact Management | Ability to track all hyperlink accesses, and trend their overall usage | |
| CCaaS-140 | Contact Management | Capability to support customizable SQL queries, standard formatted reports that are auto generated by predetermined schedules, and support graphical output tools | |
| CCaaS-141 | Contact Management | Provides context-based scripting for standardized agent response | |
| CCaaS-142 | Contact Management | Ability to modify agent scripting based on an individual's response | |
| CCaaS-143 | Contact Management | Ability to populate the content of email into notes of the contact management tool. | |
| CCaaS-144 | Contact Management | Ability to send automated, standard email responses on receipt of email | |
| CCaaS-145 | Contact Management | Ability to process secured/encrypted e-mail that is sent for creating ticket in contact management system and attach the e-mail to the ticket | |
| CCaaS-146 | Contact Management | Ability to select specific note records from those entered by CSRs in the CRM system when sending resolution email responses. It should also support attaching knowledge base articles for canned responses. | |
| CCaaS-147 | Contact Management | Ability to provide direct access to listen or view the associated call recording, screen recording, e-mail, SMS and chat associated with the incident from the contact history. | |
| CCaaS-148 | Contact Management | Supports shortcuts to commonly used hyperlinks for easy accessibility | |
| CCaaS-149 | Contact Management | Ability for trained users to perform maintenance of drop-down options by adding or removing values in the contact management application | |
| CCaaS-150 | Data Management | Provides unlimited data store that meets state and federal recording, retention, and security requirements | |
| CCaaS-151 | Data Management | Complete "cradle-to-grave" data and metadata available for all contact methods and all incidents | |
| CCaaS-152 | Data Management | Recorded calls use encryption for security | |
| CCaaS-153 | Design | Configurable and flexible to facilitate the addition of new functional requirements consistent with the application with minimal coding | |
| CCaaS-154 | Design | Limits access to utility programs if provided with the solution based on user access level | |
| CCaaS-155 | General | Uses flexible, open interfaces and exposed Application Programming Interfaces (API) as components for the service layer. | |
| CCaaS-156 | General | Leverages redundant storage to prevent a loss of data in the event of a storage disk failure. | |
| CCaaS-157 | General | Provides mechanisms that protect against vulnerabilities detailed in the Open Web Application Security Project (OWASP) Top 10 methodology. | |
| CCaaS-158 | General | Provides mechanisms to prevent against client-side specific security vulnerabilities (e.g., cross-site scripting). | |
| CCaaS-159 | General | Uses industry-standard systems and application monitoring tools such as Microsoft System Center Operations Manager (SCOM), or a similar tool, to the fullest extent possible for operation’s needs. | |
| CCaaS-160 | General | Provides audit logging for access control events that occur within the application, after hand-off from KYID access control events (e.g., unattended [batch] authentication attempts, successful and failed events, resource-level access events, successful and failed events). | |
| CCaaS-161 | General | Records an immutable audit log of security role assignment and revocation activities performed within the proposed solution. | |
| CCaaS-162 | General | Provides the ability for privileged users (e.g., administrative users) to assign and revoke security roles to/from a user from within the application. | |
| CCaaS-163 | General | Provides for the configurable ability to encrypt both data at rest and data in motion. | |
| CCaaS-164 | General | Provides for database-level encryption at multiple levels (e.g., instance, table space, table, column). | |
| CCaaS-165 | General | Provides the capability for auditing user (application and administration operations) access to Protected Health Information (PHI)/Personally Identifiable Information (PII) data including logging of events and user dialogs explaining access. | |
| CCaaS-166 | Infrastructure | Supports geographically dispersed contact center agents in the U.S. | |
| CCaaS-167 | Infrastructure | Ability to manage concurrent user licensing, per department, across environments | |
| CCaaS-168 | Infrastructure | Ability to recover and be fully operational in an alternate site within 60 minutes Return Time to Operation (RTO) and 20 minutes Return Point of Operation (RPO) from the time of the disaster event. | |
| CCaaS-169 | Infrastructure | Disaster Recovery and/or Business Continuity CCaaS system that mirrors the production system avoiding manual configuration of the environment if a fail-over from the production system | |
| CCaaS-170 | Infrastructure | Ability to place emergency special messaging with the telephony carrier for all inbound phone numbers. | |
| CCaaS-171 | Infrastructure | Built to provide industry-standard responsiveness from the application | |
| CCaaS-172 | Infrastructure | Provides adequate bandwidth to all serving locations across the US. | |
| CCaaS-173 | Infrastructure | Provides and manages all inbound/outbound telephony capacity | |
| CCaaS-174 | Infrastructure | Provides capability to provision more agents in CCaaS System than the number of concurrent licenses procured by each department | |
| CCaaS-175 | Infrastructure | Provides ability to increase or decrease the number of concurrent licenses on demand | |
| CCaaS-176 | Infrastructure | Ability to monitor and troubleshoot distributed VOIP network. | |
| CCaaS-177 | Infrastructure | Ability to setup alerts to manage concurrent license usage | |
| CCaaS-178 | IVR | Auditable IVR log of all transactions | |
| CCaaS-179 | IVR | IVR analytics to determine call path efficiency | |
| CCaaS-180 | IVR | Opt out to an agent at any time, during business hours | |
| CCaaS-181 | IVR | Time-of-Day, holiday, after-hours routing | |
| CCaaS-182 | IVR | Skill-based/intelligent routing | |
| CCaaS-183 | IVR | Emergency routing changes | |
| CCaaS-184 | IVR | 24/7 availability (excluding planned maintenance) | |
| CCaaS-185 | IVR | Multiple unique TFNs per department | |
| CCaaS-186 | IVR | Self-service with/without authentication, passing authentication information collected in the IVR to the web service and/or APIs connected to CHFS backend database systems. | |
| CCaaS-187 | IVR | Caller authentication with numeric inputs (e.g., SSN, DOB) | |
| CCaaS-188 | IVR | Text-to-speech in multiple languages | |
| CCaaS-189 | IVR | Language support (English/Spanish) with expansion capabilities for other languages | |
| CCaaS-190 | IVR | Nested menus without practical limit | |
| CCaaS-191 | IVR | Caller satisfaction surveys with reporting | |
| CCaaS-192 | IVR | Caller Satisfaction surveys in English/Spanish, | |
| CCaaS-193 | IVR | Ability to support other languages for Caller Satisfaction Surveys | |
| CCaaS-194 | IVR | Tracking ID for IVR Self service sessions | |
| CCaaS-195 | IVR | Create incident for Self Service sessions in Contact Management Systemand associate metadata detailing the transaction with the caller's call history. | |
| CCaaS-196 | IVR | Passing caller data to CRM/contact tools (screen-pop) | |
| CCaaS-197 | IVR | Caller identification via multiple numeric challenge options | |
| CCaaS-198 | IVR | Authorized user IVR message management | |
| CCaaS-199 | IVR | Scheduled and indefinite IVR messaging | |
| CCaaS-200 | IVR | Recording and managing voice prompts by authorized users | |
| CCaaS-201 | IVR | Multilingual menus/messages |
Currently, IVR language usage averages 90% English, 8% Spanish, and 2% other languages.
| CCaaS-202 | IVR | Playback of special messages during off-hours |
| CCaaS-203 | IVR | Accessibility compliance (TTY/TDD) |
| CCaaS-204 | IVR | Language-based call routing |
| CCaaS-205 | IVR | Identical self-service/call options across languages |
| CCaaS-206 | IVR | Professional voice talent for recordings (optional or add-on) |
| CCaaS-207 | IVR | High availability and DR for IVR |
| CCaaS-208 | IVR | Pass persistent session data collected in the IVR (e.g., caller-entered information, authentication details, and menu selections) to the agent desktop during call transfers, ensuring the agent has full context without requiring the caller to repeat information |
| CCaaS-209 | IVR | Support Automated Speech Recognition (ASR), including the ability to recognize caller input via speech and/or Dual-Tone Multi-Frequency (DTMF) keypresses |
| CCaaS-210 | IVR | ASR supports multiple languages and common regional accents, ensuring a high level of recognition accuracy |
| CCaaS-211 | IVR | Ability to collect and store voice biometric enrollment data, authenticate a caller using the stored voiceprint, and use the authentication results to identify the caller and initiate a screen pop |
| CCaaS-212 | IVR | Provide the ability to automate IVR testing, including the simulation of calls, DTMF tones, speech inputs, and validation of call flows, prompts, and responses. |
| CCaaS-213 | IVR | Supports automated regression testing, performance testing under load, reporting of test results, and identification of errors or deviations from expected behavior |
| CCaaS-214 | IVR | User-friendly IVR design tools enable users the ability to configure and test the IVR in a development environment, with the ability to migrate to a production environment |
| CCaaS-215 | Outbound Dialer | Outbound Dialer to make outbound calls |
Example: broadcast of information; CSR follow-up with a customer; and appointment reminder.
| CCaaS-216 | Outbound Dialer | Ability to play pre-recorded messages for outbound dialing campaigns in multiple languages, based on the preferred language selected by the caller |
| CCaaS-217 | Outbound Dialer | Ability to set up the outbound dialing campaign from a list of caller information, including a minimum of phone number and preferred language, in an acceptable format |
| CCaaS-218 | Outbound Dialer | Ability to download files from a commonwealth location |
| CCaaS-219 | Outbound Dialer | Ablity to capture the disposition of each outbound call |
Example: live, voicemail, busy, no answer and not dialable
| CCaaS-220 | Outbound Dialer | Ability to configure the maximum number of attempts and time duration between attempts at campaign level |
| CCaaS-221 | Outbound Dialer | Retries up to maximum number of attempts if unable to leave voicemail in the previous attempts |
| CCaaS-222 | Outbound Dialer | Provides out of the box outbound dialer reports |
| CCaaS-223 | Outbound Dialer | Develop custom reports not available out of the box at no cost |
| CCaaS-224 | Outbound Dialer | Ability to configure campaign start and stop time schedule |
| CCaaS-225 | Outbound Dialer | Scalable to support mass outbound campaigns on short notice |
| CCaaS-226 | Outbound Dialer | Ability to set up the outbound dialing campaign to generate a customized message for the caller, using standard message and customer-specific data provided in an acceptable format |
| CCaaS-227 | Outbound Dialer | Ability to set up the outbound dialing campaign to generate customized message for the caller, using standard message and customer-specific data obtained by integrating with the CHFS system using web services |
| CCaaS-228 | Pre-recorded Scripts | Ability to play pre-recorded scripts initiated by an agent on a live call. |
| CCaaS-229 | Pre-recorded Scripts | Scripts play from a server and not from agent desktop |
| CCaaS-230 | Pre-recorded Scripts | Allows agents to search for pre-recorded scripts by selecting language and department |
| CCaaS-231 | Pre-recorded Scripts | Record the pre-recorded scripts in English and Spanish and any other language requested by business |
| CCaaS-232 | Pre-recorded Scripts | Ensures that the agent has the option to choose one script or multiple. |
| CCaaS-233 | Pre-recorded Scripts | If multiple scripts are selected the system plays them consecutively until all scripts are complete |
| CCaaS-234 | Pre-recorded Scripts | The script(s) played to caller included in the overall call recording of the call |
| CCaaS-235 | Pre-recorded Scripts | Ability for the worker to stop the recording at any time once it has started. |
| CCaaS-236 | Pre-recorded Scripts | When stoping a recording with multiple scripts, all pending scripts stop |
| CCaaS-237 | Pre-recorded Scripts | Support unlimited prerecorded scripts without restrictions on how many can be selected at a time to be played for the caller |
| CCaaS-238 | Pre-recorded Scripts | Support placing newly added pre-recorded scripts in specific location to be able to pick up automatically for agent selection without additional system configuration |
| CCaaS-239 | Pre-recorded Scripts | Ability to provide a report of the number of pre-recorded scripts played by language and department for the period and frequency based on specific department needs |
| CCaaS-240 | Quality | Records, stores, and maintains 100% of all inbound, callback, internal, and outbound telephone calls within the vendor’s system. The system must also utilize data compression for recorded calls to minimize file size and optimize storage efficiency. Recorded calls must be retained for a minimum five (5)-year period. CHFS written approval will be required to delete call records following the mandatory retention period. |
| CCaaS-241 | Quality | Provide the ability to retrieve all call recordings and screen captures for on-demand playback by authorized users using searchable criteria such as: date, time, agent (by name or UserID), ACD skill group (by name or GroupID), agent extension number, calling number (CNID), and unique call ID number (assigned by telephony or call recording systems) |
| CCaaS-242 | Quality | Ability to identify all associated recordings related (for example, each leg of a transferred call) to the searched contact |
| CCaaS-243 | Quality | Capture screen recordings |
| CCaaS-244 | Quality | Ability to play call recordings and the associated screen recording simultaneously |
| CCaaS-245 | Quality | Encrypted, permission-based replay of call recordings. |
| CCaaS-246 | Quality | Provides users access to call recordings from any location with internet access without need for CCaaS system license |
| CCaaS-247 | Quality | Provide seamless access to call records for users replay without requiring retrieval from removable media or external storage facilities. |
| CCaaS-248 | Call Recording solution must be HIPAA-compliant. | |
| CCaaS-249 | Quality | Customizable rating system for agent evaluations (scorecard) |
| CCaaS-250 | Quality | Ability for supervisors to insert free-form text notations that are associated to specific contacts for an individual agent within the evaluation form for each question |
| CCaaS-251 | Quality | Provides scorecard rating results exportable in PDF, CSV, XLS, XLSX |
| CCaaS-252 | Quality | Capability to export call recordings in encrypted formats of wav, mp3, mp4,wma. An associated de-encryption codec is required for each user. |
| CCaaS-253 | Quality | Ability to perform voice analytics on all phone contacts |
| CCaaS-254 | Quality | Allows the user to view voice prints that display the length and position of the silence within a voice conversation during playback, and identify events such as dead air, transfers, holds with minute/second tracking. |
| CCaaS-255 | Quality | Within the scoring template, the system ability to aggregate questions based on categories such as: |
Professionalism: such as opening and closing, hold process, soft skills, pace, call control, etc.
System usage: such as correct dropdowns, etc. First call resolution: such as Identifying root cause of caller's issue, provide accurate information, etc. Documentation: such as detailed notes, email correspondence, use of correct templates, etc.
| CCaaS-256 | Quality | Allow the business user to create a scorecard, for multiple grading templates within each department. | |
| CCaaS-257 | Quality | Capability to design scorecard evaluation forms for each contact channel. | |
| CCaaS-258 | Quality | Scorecard evaluation system allows for subtotaling of the evaluation questions | |
| CCaaS-259 | Quality | Provides a filter to allow only those calls/contacts that have not yet been scored to be displayed in the search results. | |
| CCaaS-260 | Quality | Provides the capability to allow multiple users the ability to participate and collaborate in the grading of individual scorecards with an average score of all participants. | |
| CCaaS-261 | Quality | Allows multiple reviewers to review the same call at completely different times for the purposes of evaluating reviewer consistency. | |
| CCaaS-262 | Quality | Provides a scorecard report that includes a visual graph showing agent evaluation results, based upon a subset of questions, organized by specific categories. | |
| CCaaS-263 | Quality | Provides a scorecard report that includes a visual graph that compares how multiple reviewers scored a single agent over a period of time. | |
| CCaaS-264 | Quality | Provides the ability to run a scorecard report that shows all of the notes that have been made by the reviewers while grading agents. | |
| CCaaS-265 | Quality | Provides a scorecard report with a visual graph that shows the reviewer consistency by day, week, or month for their consistency in grading agents or a group. | |
| CCaaS-266 | Quality | Provides the capability to run a report that shows how many contacts have been recorded for an agent for a specific period of time, and how many of those contacts have been evaluated using a scorecard. | |
| CCaaS-267 | Quality | Ability to capture contacts and any associated recordings by date, time, agent, and workgroup. | |
| CCaaS-268 | Quality | Associate post-call customer survey results with agent scorecards for supervisor evaluations | |
| CCaaS-269 | Quality | Allows users to control voice playback speed, enabling faster or slower playback than the original recording. | |
| CCaaS-270 | Quality | Transcribes recorded call conversations into text format on demand | |
| CCaaS-271 | Quality | Automatically generate scorecards based on predefined voice analytics criteria | |
| CCaaS-272 | Quality | Enables transcription (scribing) of voice recordings to support quality scoring processes | |
| CCaaS-273 | Quality | Ability to replay calls must be permission-based and require a method of encryption. Partitioning may be required between calls recorded by department. | |
| CCaaS-274 | Report | All data elements that are created within the environment available for reporting by any organizational hierarchical view | |
| CCaaS-275 | Report | Provides real-time dashboards, based on the tiered hierarchy, of all queues and the ability to drill down to specific locations and users | |
| CCaaS-276 | Report | Provides real-time dashboards that will summarize statistics at each hierarchy level, including, but not limited to, the following fields: current calls in queue, by queue; average wait time, by queue; average talk time, by queue; abandoned percentage, by queue; calls answered, by queue; total calls received, by queue; calls handled for the day, by queue; sum of agents on an active call, by queue; sum of agents available for calls, by queue; sum of agents logged in but unavailable for calls, by queue. | |
| CCaaS-277 | Report | Provide dashboards that dynamically updates configuration data. For example: new work group, organization hierarchy changes, etc. | |
| CCaaS-278 | Report | Have ACD/PBX historical, ad-hoc, and real-time reporting for all contact delivery channels, by department, with minimum five (5)-year records retention for historical data | |
| CCaaS-279 | Report | Supports ACD/PBX standard and customized reporting across multiple metrics—including but not limited to average speed of answer, abandoned calls, average talk time, contact volumes, contact transfers, agent hold times, agent status code durations, agent queue occupancy, skill-based routing assignments, agent availability, and utilization. | |
| CCaaS-280 | Report | Reports available per agent, agent team, queue, and department, in intervals of half hour, hour, day, week, and month, and must be presented via textual, numeric, and graphical displays. | |
| CCaaS-281 | Report | Ability to report by any and all time zones, displayed based on the value of the time zone information was created in | |
| CCaaS-282 | Report | Intuitive and accessable ACD/PBX report creation and ad hoc reporting to wide range of users | |
| CCaaS-283 | Report | Supports exporting any report in the following formats: PDF, CSV, XLS, XLSX | |
| CCaaS-284 | Report | Report formats can be set and filtered by supervisors and authorized managers | |
| CCaaS-285 | Report | Has a report of all administrative changes by user that lists the changes made, the user that made the changes, and the date/time of the change | |
| CCaaS-286 | Report | Has a report of all executed Customer Satisfaction Surveys | |
| CCaaS-287 | Report | Has a report of the date and time of login and logout by agent | |
| CCaaS-288 | Report | Has a report of the forecasted calls compared to actual calls by day, week, month and year, by department | |
| CCaaS-289 | Report | Reports contact trends by department for IVR calls received, self-service calls completed without delivering to queues, calls delivered to queues, calls abandon in IVR, calls abandon in each queue, queue wait times. Trending report intervals by day, week, and month. | |
| CCaaS-290 | Report | Reports incoming and outgoing call totals compared to the number of call recordings for the same period, and ensures the two are equal | |
| CCaaS-291 | Report | Provide wizards to customize reports using any of the captured data elements | |
| CCaaS-292 | Report | Able to aggregate, analyze, and report scorecard results on the tiered hierarchy | |
| CCaaS-293 | Report | Supplies accurate measurements and report on all actions occurring for each contact, by user, and by segment | |
| CCaaS-294 | Report | Provides a report that identifies near-real-time license utilization | |
| CCaaS-295 | Report | Provides report of number of callers taking the VHRs, replacing phone numbers with VHRs and cancelling VHRs, by department, by queue | |
| CCaaS-296 | Report | Reports date and time of VHR return call attempts and their result: connected, busy, no answer, number disconnected, voicemail/answering machine | |
| CCaaS-297 | Report | Able to report based on the tiered hierarchy, with additional drill-down parameters available for selection | |
| CCaaS-298 | Report | Provide a report of successful and unsuccessful attempts with the reason (busy, no answer, answering machine, wrong number, etc.) for all outbound dialing campaigns | |
| CCaaS-299 | Report | Tracks all status changes for each agent cumulatively, as well as individually time-stamped with each duration measured | |
| CCaaS-300 | Report | Provides a report that accurately details the agent's status | |
| CCaaS-301 | Report | Provides database data dictionary and read-only access to the database for specified Commonwealth users. The vendor shall also assist Commonwealth users in utilizing the database to develop custom reports | |
| CCaaS-302 | Report | Provides report scheduling capabilities including delivering the report by e-mail to CHFS stakeholders | |
| CCaaS-303 | Report | Ability to access and integrate data from CCaaS components, offering a user-friendly interface for selecting data sources, applying filters, and customizing report parameters. | |
| CCaaS-304 | Report | Supports various report formats, such as charts, graphs, and tables, and enable real-time data processing for up-to-date insights. | |
| CCaaS-305 | Report | Includes features for scheduling automatic report generation and distribution | |
| CCaaS-306 | Social Media | Social media channels supported through the ACD | List and describe channels supported in proposed solution: |
| CCaaS-307 | Social Media | Social media channel reports include CSR Average Speed of Answer, Average Handle Time, and the number of social media contacts worked by CSR and by skill group. | |
| CCaaS-308 | Supervisor | Encompass all functions available in the agent tool | |
| CCaaS-309 | Supervisor | Has near real-time views of relevant metrics for all queues with the ability to also limit views to only selected Queues as defined by each department | |
| CCaaS-310 | Supervisor | Allows supervisors the ability to assign and remove agents to/from queues. | |
| CCaaS-311 | Supervisor | Allows supervisors the ability to change an agent's status | |
| CCaaS-312 | Supervisor | Ability for supervisors to logoff their agents from the agent tool | |
| CCaaS-313 | Supervisor | Ability for supervisors to assign each agent skill ratings within each queue | |
| CCaaS-314 | Supervisor | Ability for agents and supervisors to internally chat anytime they are logged in to the system | |
| CCaaS-315 | Supervisor | Ability for supervisors to view, monitor, and join in request assistance sessions | |
| CCaaS-316 | Supervisor | Ability to listen to live calls without notification to the agent or caller | |
| CCaaS-317 | Supervisor | Ability for a supervisor to join a live call | |
| CCaaS-318 | Supervisor | Ability for the supervisor to speak to the agent during a live call without notification to the caller | |
| CCaaS-319 | Supervisor | Provides views of agents activity within the tiered hierarchy | |
| CCaaS-320 | Supervisor | Ability for supervisors to manually move contacts from one queue to another or from one user to another | |
| CCaaS-321 | Supervisor | Ability for authorized users to automatically configure the status of an agent, for example lunch, break, meeting, etc. | |
| CCaaS-322 | Supervisor | Ability for status changes to be in a pending state if the agent is on an active call. | |
| CCaaS-323 | Supervisor | Ability for supervisors to set alerts based on business defined thresholds by contact, by queue, by agent. | |
| CCaaS-324 | Supervisor | The vendor must provide on-line, up-to-date, and on-demand training materials for the supervisory tool. | |
| CCaaS-325 | Supervisor | Provides searchable help documentation within each of the user interface tools of the CCaaS components | |
| CCaaS-326 | Supervisor | Ability to send notices to the agent tool based on configured alerts | |
| CCaaS-327 | Supervisor | Ability to retrieve all information pertaining to request assistance sessions for a minimum of 90 days. | |
| CCaaS-328 | Supervisor | Supports the supervisor to remotely view the callers desktop to facilitate issue resolution, but prevents the supervisor from operating the caller's desktop. | |
| CCaaS-329 | Supervisor | Provide supervisor user interfaces and tools that are simple to monitor, coach, and manage agents and help agents with escalated calls. Customizable based on individual department needs. | |
| CCaaS-330 | Supervisor | Provides on-demand recording functionality for Contact Center supervisors and managers who may have occasional need to record calls with customers | |
| CCaaS-331 | Supervisor | Ability for authorized users to send a banner message to any or all organizational hierarchies, within their department, to be displayed on the agent desktop tool | |
| CCaaS-332 | Supervisor | Supervisors capability to limit the number of concurrent agents in certain not-ready or logged out status codes (e.g., breaks, lunch, technical support), and the other codes defined for use by agent | |
| CCaaS-333 | Voice Signature | Ability to extract a portion of a call recording, based on start and stop times initiated using CHFS application and upload the extracted portion to the CHFS Document Management System. | |
| CCaaS-334 | Voice Signature | Ability to associate an extracted voice signature recording with an Application ID or Case ID from CHFS System | |
| CCaaS-335 | Voice Signature | Ability to capture different voice signature types based on various CHFS Programs. |
Note: Current voice signature types include but are not limited to: Application (APP), Application Registration (APS), Medicaid Penalty Consent (MPC), Medical Review Team (MRT), Family Assistance Short Term Needs (FAST), Child Support Assignment Rights (CSAR).
CCaaS-336 Voice Signature Ability to play different voice signature scripts for each voice signature type, in the selected language by the CSR Note: Current voice signature language options include, but are not limited to: English, Spanish, Bosnian, Russian, Vietnamese, Chinese Mandarin, Somali, French, Arabic and Other. Other defaults to English to allow for translation using a third party translator for languages not available in the system.
| CCaaS-337 | Voice Signature | Record the existing voice signature scripts in English and Spanish |
| CCaaS-338 | Workforce Management | Ability to forecast call arrivals, contact volumes, and staffing requirements in 30- and 60-minute intervals using historical data, known events, and by contact method. |
CCaaS-339 Workforce Management Ability to produce initial forecasts and resource schedules based on skill-based routing and multiple queue occupancy, including discrete forecasting by department.
CCaaS-340 Workforce Management Ability to forecast up to twelve (12) months ahead and generate preliminary resource-forward schedules.
CCaaS-341 Workforce Management Ability to include agent attrition as part of the forecast model.
CCaaS-342 Workforce Management Ability to maintain storage to archive 36 months of historical resource and volume data.
CCaaS-343 Workforce Management Ability to import all historical data from the current vendor system.
CCaaS-344 Workforce Management Ability to generate forecast scenarios for unknown events, including sick days, unexpected volume surges, and other factors affecting forecast accuracy.
CCaaS-345 Workforce Management Ability to provide a shift request process that allows agents to submit shift preferences and over time.
CCaaS-346 Workforce Management Ability to allow authorized users to modify automated forecasts on demand.
CCaaS-347 Workforce Management Ability to measure agent adherence and conformance to scheduled activities.
CCaaS-348 Workforce Management Ability to accommodate schedule calculations, including state-mandated breaks and lunches, and produce compliant agent schedules.
CCaaS-349 Workforce Management Ability to perform daily workforce and staffing analysis in 30-minute intervals.
CCaaS-350 Workforce Management Ability to contrast forecasted versus actual call arrivals in 30- and 60-minute intervals and over daily, weekly, and monthly periods.
CCaaS-351 Workforce Management Ability to produce incremental daily and monthly staffing overage and shortage scheduling reports.
| CCaaS-352 | Workforce Management | Ability to visually display, in near-real time, forecasted versus actual call volumes and scheduled versus actual staffing levels using a tiered hierarchy by interval. |
| CCaaS-353 | Workforce Management | Intraday Reforecasting: Ability to automatically reforecast during the day if real call volume is off plan. |
| CCaaS-354 | Workforce Management | Mobile Access / App: Agents and managers can view schedules, swap shifts, and get notifications from mobile devices. |
| CCaaS-355 | Workforce Management | Shift Swapping / Bidding: Agents can swap or bid for shifts automatically through the tool. |
| CCaaS-356 | Workforce Management | Multi-Channel Forecasting: Forecast not just calls but chats, emails, SMS, and social media (omni-channel). |
| CCaaS-357 | Workforce Management | Vacation Planning / PTO Management: Agents request and manage time off inside WFM, with approvals. |
| CCaaS-358 | Workforce Management | Automatically performs quality scoring of all calls or calls for specific call reasons without manual intervention |
File details come from the government source that posted it. Updated .