Attachment M Contact Center Services RFP No. 26-83111500-RFP Technical Proposal Response

Respondent Name: Respondent Name Goes Here Respondent Instructions:

· Respondents shall use this Attachment as provided to respond. Altering character count limits or any other restriction or control may result in a Respondent being found non-responsive. Respondents should only input text into the fields. Any additional files, links, or other information provided outside the response block will not be considered for evaluation, including resumes.

· Names. Respondents must provide their name in the space above.

· Section 1: Proposed Solution. Section 1: Proposed Solution of this attachment provides prompts. The Respondent shall provide a response to Prompts 1 through 7. Prompts are indicated by red text followed by a response block. Prompts 1 through 7 have a maximum character count of 13,000 each.

· Definitions. Definitions contained in the RFP and Attachment A, Statement of Work, are incorporated by reference. In the event of a conflict between definitions contained in or incorporated into these documents, the definitions in Attachment A, Statement of Work, shall apply herein.

Section 1: Proposed Solution The Respondent shall provide a detailed description of its Proposed Solution for delivering Contact Center Services in accordance sections 4.1, 4.2, 4.3, 4.4, 4.5, 4.6, and 4.7 of Attachment A, Scope of Work. By submitting a Response, the Respondent certifies that it has read, understands, and will comply with all statements and requirements in these sections.

Prompt 1: General Given the statements in section 4.1, General, of Attachment A, Scope of Work:

1. The Respondent shall describe in detail the proposed Contact Center offering addressing the minimum requirements listed in section 4.1, General, of Attachment A, Scope of Work.

[Prompt 1 Response Goes Here]

Prompt 2: Automatic Call Distribution (ACD) Given the statements in subsection 4.2, Automatic Call Distribution (ACD), of Attachment A, Scope of Work:

1. The Respondent shall describe in detail the proposed Automatic Call Distribution services and features addressing the minimum requirements listed in section 4.2 of Attachment A, Scope of Work.

[Prompt 2 Response Goes Here]

Prompt 3: Auto-Attendant and Interactive Voice Response Given the statements in subsection 4.3, Auto-Attendant and Interactive Voice Response, of Attachment A, Scope of Work:

1. The Respondent shall describe in detail the proposed Auto-Attendant and IVR services and features addressing the minimum requirements listed in section 4.3 of Attachment A, Scope of Work.

[Prompt 3 Response Goes Here]

Prompt 4: Reporting and Analytics Given the statements in subsection 4.4, Reporting and Analytics, of Attachment A, Scope of Work:

1. The Respondent shall describe in detail the proposed Contact Center reporting and analytics services addressing the minimum requirements listed in section 4.4 of Attachment A, Scope of Work.

[Prompt 4 Response Goes Here]

Prompt 5: Recording Given the statements in subsection 4.5, Recording, of Attachment A, Scope of Work:

1. The Respondent shall describe in detail the proposed Contact Center Call Recording services addressing the minimum requirements in section 4.5 of Attachment A, Scope of Work.

[Prompt 5 Response Goes Here]

Prompt 6: Workforce Management Given the statements in subsection 4.6, Workforce Management, of Attachment A, Scope of Work:

1. The Respondent shall describe in detail the proposed call center workforce management offerings addressing the minimum requirements in section 4.6 of Attachment A, Scope of Work.

2. The Respondent shall indicate whether the Respondent’s proposed monitoring can provide:

a. The ability to review and analyze data of caller interactions with agents.

b. The ability to leverage call data to adjust scheduling of agent shift assignments.

c. The capability for the reporting system and business intelligence application to identify an individual Customer, Customers in aggregate, an individual agent, and agent group behavior using data up to 12 months in arrears.

d. The ability to create role based score cards with key performance indicators.

e. The ability to perform short-term and long-term forecasting of call volume and agent staffing requirements.

f. Options for agent training.

[Prompt 6 Response Goes Here]

Prompt 7: Miscellaneous Given the statements in section 4.7, Miscellaneous, of Attachment A, Scope of Work:

1. The Respondent shall describe in detail the proposed Contact Center services and features addressing the minimum requirements in section 4.7 of Attachment A, Scope of Work.

2. The Respondent shall describe how the service will manage and deliver capacity for trunking services such as TDM, SIP, data, and toll-free.

3. The Respondent shall describe how the service protects data for remote, at home agents.

4. The Respondent shall describe how the service will ensure that Customers will not impact the performance of other Customers during unexpected surges in traffic in a multi-tenant environment.

5. The Respondent shall describe the failover design with sufficient detail for DMS to assess the design’s ability to obtain the proposed service level commitment.

[Prompt 7 Response Goes Here]

Attachment M – Technical Proposal Response Page 1 of 2