RFP 2025-01 - Clarifying Questions 3.pdf
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- Attached to
- RFP 2025-01 - Conversational Intelligence Tool
- Solicitation number
- S-X26083-00013397
- Issued by
- Multnomah County, Oregon
About this file
This document is a Response to Clarifying Questions #3 for CareOregon's Request for Proposals (RFP #2025-01) for a Conversation Intelligence Tool. The RFP seeks a solution for CareOregon's contact center, with an implementation timeline beginning in July 2025 and full operational use by January 2026. The project is approved for an initial two-year term with two optional two-year renewals. The document provides detailed responses to 14 vendor questions covering topics such as implementation location, offshore service restrictions, call volume characteristics, current system capabilities, and reporting requirements.
The approved budget includes $200,000 for 2025 and an additional $200,000 for 2026, with future budgeted amounts yet to be determined. CareOregon currently handles approximately 700,000 calls annually, with 98% transferred to agents, and 20% of calls being non-English (primarily Spanish). The current contact center environment uses NICE CXone platform modules including Workforce Management (WFM) IEX, Quality, Call/Screen Recording, EXPERT, and Feedback Management. Agents currently use NICE EXPERT and SharePoint for information access. The organization is seeking a solution that can provide near real-time reporting and anticipates needing higher support levels given this is their first AI/Conversational Intelligence project.
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315 SW Fifth Ave, Portland, OR 97204 | 800-224-4840 | TTY 711 | careoregon.org
George Marlton Procurement Director
Procurement Department 503-488-7646 vendorservices@careoregon.org
REQUEST FOR PROPOSALS #2025-01
Conversation Intelligence Tool
RESPONSE TO CLARIFYING QUESTIONS #3
April 16, 2025
Note that these are questions submitted by interested firms to the above referenced solicitation. The below answers are for clarification purposes only and in no way alter or amend the RFP as published.
1. Considering the implementation timeline of -beginning in July 2025 and the system go live with full operational use in January 2026, are there additional funds available for 2026 and 2027 (initial 2-year term of the contract)? Is the current budget of $200k only recognizing implementation and other “initial 2025” fees?
Answer: The project is approved for an initial Term of 2 years with 2 optional renewals of 2 years each. The approved budget for the first 2-year Term includes $200,000 for 2025 and an additional $200,000 for 2026. Future budgeted amounts have not yet been determined.
2. Can you confirm the location requirement for the implementation team? We believe that for an optimized solution, some of the activities (around development, testing etc.) can be performed offshore, and for the activities which require access to CareOregon data should be performed onshore.
Answer: Due to CMS regulations, any offshore services related to this contract are severely limited. Unless specifically authorized, all services shall be provided within the United States or a Territory of the United States (America Samoa, Guam, Northern Marianas, Puerto Rico, and Virgin Islands). This requirement applies to Contractor’s employees, subcontractors, and location where CareOregon Data will be accessed or stored.
3. Could you provide the approximate percentage of total call volume contributed by the non- English calls, along with the split between the languages?
Answer: Non-English calls represent approximately 20% of total call volume. This includes calls completed in Spanish or calls with an interpreter for all other languages.
4. Would the APIs for all the systems and applications to be integrated with the proposed solutions be available?
Answer: Tis is dependent on what systems would require an API.
5. What capabilities and modules of NICE CXone are currently being leveraged within your contact center environment (e.g. WFM, Recording, Analytics, QM, etc.)
Answer: The NICE CXone modules CareOregon currently uses include WFM IEX, Quality, Call/Screen Recording, EXPERT, and Feedback Management.
http://careoregon.org/ mailto:vendorservices@careoregon.org
Procurement Director
Procurement Department 503-488-7646 vendorservices@careoregon.org
6. Which systems/tools are used by the agents to access information for call resolution (CRM, knowledge base, etc.)
Answer: Currently, CareOregon agents use NICE EXPERT and SharePoint.
7. Could you provide a high-level technical architecture diagram of the current contact center platform (NICE CXone) providing an understanding how it integrates with CareOregon's ecosystem?
Answer: NICE CXone is a standalone contact center service within CareOregon’s environment. It is not currently integrated with any other business applications such as a CRM.
8. Could you share information on the key metrics/KPIs being tracked currently within the reporting and analytics framework?
Answer: Currently, CareOregon tracks multiple key metrics including Average Speed of Answer, Average Talk Time, Average Handle Time, Abandon Rate, Quality, Schedule Adherence, and After Call Survey Results. We will not be providing any data related to these metrics at this time.
9. Could you provide some specific metrics that CareOregon is looking to track as a part of the proposed solution on customer analytics, agent performance and contact center operations?
Answer: See response #1 to Clarifying Questions #1.
10. What is the expected frequency and method of updating the generated reports?
Answer: The expected frequency and method of reports would depend on the functionality of the new solution, however, CareOregon would like reports to be provided as close to real time as possible.
11. Can you provide the number of support hours that CareOregon is looking for the proposed solution?
Answer: The number of support hours needed will depend on the solution. However, as this is CareOregon's first AI/Conversational Intelligence project, we anticipate expecting higher support initially.
12. Could you provide sample of a contact center report/dashboard that is being generated currently?
Answer: CareOregon is not sharing dashboard samples at this time.
13. Could you share some sample call recordings/call transcripts?
Answer: CareOregon is not sharing call recordings at this time.
Procurement Director
Procurement Department 503-488-7646 vendorservices@careoregon.org
14. Out of 700,000 calls annually to CareOregon’s contact center, how many are transferred to Agents?
Answer: Approximately 98% of all calls are transferred to an agent.
End of Clarifying Questions #3
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