ESBD_File_332636_Addendum 1 - Updated Proposal & HSP Due Date & Updated Sec. 6.2.docx

This document is an Addendum to a Request for Proposal (RFP) issued by the University of Houston System ("University") for a Microsoft Teams-Certified Call Center solution. The Addendum extends the Proposal and HUB Subcontracting Plan due date to Friday, September 8th, 2023 at 5:00 PM CT and corrects Section 6.2 of the RFP to clarify the ability to answer calls from anywhere leveraging the Microsoft Teams client and agent web portal. The RFP is for the migration from the University's existing Anywhere365 and Skype for Business call center application to a new certified Microsoft Teams Contact Center application, including configuration, annual maintenance, and support. The University's current call center environment supports 450 agents and 70 supervisors across 12 Unified Contact Centers.

The RFP encourages respondents to propose contractual arrangements offering maximum benefit to the University in terms of services, total overall cost, and project management expertise. Respondents are also asked to describe any educational, state, and local government discounts that may be available. The University is not looking to outsource its call center services and the contract will serve the Harris County and Houston City jurisdictions.