RFP 2025-01 - Clarifying Questions 6.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 #6 for CareOregon's Request for Proposals (RFP #2025-01) for a Conversation Intelligence Tool. The RFP seeks a comprehensive solution for contact center operations, with a go-live date set for January 2026. The clarification document addresses 29 specific questions from potential vendors regarding technical requirements, integration capabilities, and implementation preferences. Key requirements include near real-time transcription and sentiment scoring, end-to-end encryption, data storage within U.S. borders, Single Sign-On with SAML support, Role-Based Access Control, and the ability to generate automated coaching recommendations.
CareOregon currently uses NICE CXone (UserHub) 25.1 CU3 and is looking for a solution that can integrate with their existing platform and potentially future BI tools like Power BI and Tableau. The organization has specific expectations around reporting granularity (agent and line of business levels), data retention (10 years for call recordings), and disaster recovery testing (minimum annual frequency). While they are open to a phased implementation approach, the January 2026 go-live date is firm. The procurement emphasizes preferences for 24/7 support, auto-generated coaching recommendations, and visibility of KPIs and SLAs to the governance team, with a focus on delivering business outcomes through change enablement.
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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 #6
April 22, 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. AI Functionality & Reporting - Are third-party BI tools (e.g., Looker, Tableau, Power BI) acceptable for reporting dashboards?
Answer: CareOregon would consider a solution using such third-party tools.
2. Is integration with QNXT and/or Customer Information Management required at system launch, or can it be phased in post-Go-Live?
Answer: CareOregon would consider a phased-in approach to integration with QNXT. We don’t currently have other customer information management tools in use.
3. Do any integrations require FHIR or HL7 standards, particularly for healthcare-specific data?
Answer: CareOregon’s data security requirements for this solution would be the same as outlined in the CareOregon Data Security Agreement – Tier 1 and the Terms and Conditions for Cloud Services. Those documents can be found at this link: https://careoregon.org/about-us/vendor-resources
4. Is the January 2026 Go-Live date fixed, or can a phased rollout approach be proposed?
Answer: CareOregon would be willing to look at an implementation plan with a phased in approach if that fit with our overall goals, however, the go-live date of January 2026 is firm.
5. Is 24/7 live support required, or will M–F 8am–5pm PT with defined SLAs be sufficient?
Answer: 24/7 support would be preferred but we will consider proposals with different support options.
6. What is your expected incident response time for critical issues (e.g., P1 outages)?
Answer: CareOregon’s recovery time objective (RTO) is 8 hours with a recovery point objective of 24 hours. Any outage recovery plan should broadly adhere to national or international business continuity standards such as NFPA 1600 or ISO 22301.
7. What are your expectations for disaster recovery testing frequency and reporting?
Answer: The frequency of disaster recovery testing can vary per the specific Disaster Recovery Plan but, at a minimum, disaster recovery testing should be performed at least once a year.
http://careoregon.org/ mailto:vendorservices@careoregon.org
Procurement Director
Procurement Department 503-488-7646 vendorservices@careoregon.org
8. Can you provide more details on your existing NICE cxOne platform configuration and features in place? For example, what version are you using, and what modules are currently implemented?
Answer: CareOregon uses NICE CXone (UserHub) 25.1 CU3. NICE products in our environment include: CXone (agent/supervisor applications and ACD), nteraction Analytics (recording/sentiment analysis), Quality Management (QA/QM), Feedback Management (customer surveys), IEX WFM (workforce management), CXone Expert (formerly Mindtouch -knowledge base).
9. Are there existing APIs or data exchange formats in use between NICE cxOne and internal systems (QNXT, CIM, etc.)?
Answer: Integrations are in use only within different products within NICE's portfolio of products, with the exception of APIs used in automated retrievals for reporting data.
10. Are you expecting near real-time transcription and sentiment scoring, or is post-call acceptable?
Answer: Near real-time transcription and scoring is preferable.
11. What is the required accuracy threshold for speech recognition and intent detection?
Answer: This would depend on the solution and will be something we look at in the demonstration phase of the RFP. However, we would expect the accuracy to be high enough to allow the solution to meet our Key Performance Indicator (KPI) goals.
12. Are there any AI/ML models already trained on your domain data that you want us to integrate with?
Answer: No, CareOregon doesn’t currently use any other AI models.
13. Do you require end-to-end encryption for voice recordings, transcripts, and metadata?
Answer: Yes, we will require end-to-end encryption for these items.
14. Can you confirm whether all data must be stored and processed strictly within U.S. borders (including backups and disaster recovery)?
Answer: Yes, all CareOregon data must be stored and processed in the United States or a US Territory.
15. Should the proposed solution support Single Sign-On (SSO)? If yes, what authentication protocols are preferred (SAML, OAuth2, etc.)?
Answer: Yes, SAML is preferred.
Procurement Director
Procurement Department 503-488-7646 vendorservices@careoregon.org
16. Are Role-Based Access Control (RBAC) and multi-level user permissions required across all modules (QA, coaching, analytics)?
Answer: Yes, RBAC and multi-level user permissions are required.
17. Are there any restrictions on using cloud providers (e.g., must be FedRAMP or StateRAMP certified)?
Answer: At this time, we don’t have any such restrictions on cloud providers. The selected vendor will be subject to CareOregon’s standard Terms & Conditions of Cloud Services.
18. What level of granularity do you expect in reports (agent-level, team-level, KPI drill-downs)?
Answer: CareOregon would expect reports at Agent level and Line of Business level.
19. Will CareOregon provide standard QA scorecards or should the vendor configure them based on industry best practices?
Answer: CareOregon will provide QA scorecards.
20. Are reports expected to integrate into existing BI tools or dashboards (e.g., Power BI, Tableau)?
Answer: Yes, CareOregon will want these systems integrated eventually, but not necessarily at go-live.
21. Is survey data linked to call records currently stored in a centralized system? Will we have access?
Answer: Yes, these records will be provided to the selected vendor as needed.
22. Will the solution be required to integrate into your ticketing or change tracking tools (e.g., ServiceNow, Jira)?
Answer: CareOregon does use ServiceNow but whether this AI solution will be integrated with that ServiceNow has not yet been determined.
23. What tools are currently used for agent coaching and performance tracking? Should coaching recommendations be auto-generated or reviewed before assigning?
Answer: CareOregon uses the NICE QA model for tracking performance. We would prefer that coaching recommendations be auto-generated.
24. Do you prefer a phased rollout by team/location, or a big-bang go-live across the entire organization?
Answer: CareOregon is looking at doing a phased implementation across the whole of the organization.
Procurement Director
Procurement Department 503-488-7646 vendorservices@careoregon.org
25. Is there a preferred DevOps or change management process to follow for deployments in your environment?
Answer: The preferred process is for change enablement delivering business outcomes of change.
26. Should the system support internal policy enforcement such as mandatory training reminders for agents based on QA performance?
Answer: Yes, a system enabling internal policy enforcement would be preferable.
27. Will KPIs and SLAs be governed through a formal process or dashboard visible to your governance team?
Answer: Yes, having these indicators visible to the governance team would be CareOregon’s preference.
28. What are your data retention requirements for call recordings, transcripts, sentiment metadata, and coaching notes? Are there specific retention policies for different user roles or call types (e.g., grievance vs general inquiry)?
Answer: Generally, all call recordings are retained for 10 years. Other retention periods are yet to be determined. We do not currently have specific retention policies for different user roles or call types, although this would be useful.
29. Should the solution allow customizable data purging rules and retention schedules per compliance policy?
Answer: Customizable data purging rules and retention schedules would be preferable.
End of Clarifying Questions #6
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