Sources Sought - Call Recording.pdf

Disclaimer: This request for information is for market research purposes only. This is not a solicitation.

Information received from this notice will not be disclosed outside the government.

NOTICE of SOURCES SOUGHT

DFAS, Contract Services Directorate is seeking sources for Call Recording Services.

All qualified and experienced sources including small businesses, 8(a) small businesses, service-disabled veteran-owned small businesses, HUBZone small businesses, and Women-owned small businesses are encouraged to respond to the Notice.

The ideal provider will have verifiable experience and expertise in Call Recording Services for the Department of Defense (compatible with Brand Name or Equal to Avaya), including:

1. Installation Services:

•The following services need to be delivered remotely working with the DFAS or Avaya on-site engineers.

O Provide support on the Customer-installable Open Database Connectivity Software (ODBC) connection with Avaya Call Management System (CMS).

•Vendor will provide services to implement the following additions for up to two existing HA Avaya Session Border Controller for Enterprise (SBC) o Enable 2 SIPREC feature to replicate media to a call recorder.

o Deploy Customer-Provided 3rd Party Certificates for up to 2 interfaces.

o Enable Secure Real-time Transport Protocol (SRTP) for up to 2 SIP Trunks.

•Perform the following modifications to the existing Avaya Aura Application Enablement Services (AES) platform.

o Configure up to 1 link to Avaya Aura® Communication Manager (CM).

o Configure access to up to 1 application programming interfaces (API).

o Troubleshoot connectivity between the AES platform and Customer call recording application.

•Call Recording Software Product •Vendor will implement the On-Premises Advanced Quality Management and Call Recording Solution with support.

•(613) Named Users will be configured as part of this deployment

• Software installed on DFAS provided virtual servers.

o Federal Information Processing Standard (FIPS) will need applied to all servers and workstations.

• Install software and accompanying components

• Deploy a single customer tenant on call recording platform

• Call Recording (CR) o Deploy capture/sync application o Confirm Unified Communications (UC) or Contact Center platform data is syncing to platform o Configure the purchased licensed agents / devices o Configure up to five (5) CR user roles o Configure up to ten (10) teams o Configure up to five (5) groups o Configure up to three (3) retention workflows

Disclaimer: This request for information is for market research purposes only. This is not a solicitation.

o Additional configuration of user roles, teams, groups and workflows may be completed by the Customer, or additional services may be purchased from Avaya, if required

• Quality Management o Deploy capture/sync application o Deploy one (1) standard integration to Unified Communication (UC) or Contact Center platform o Confirm Unified Communication (UC) or Contact Center platform data is syncing to quality management o Configure the users o Configure up to five (5) QM user roles o Configure up to ten (10) teams o Configure up to five (5) groups o Configure up to five (5) retention workflows o Configure up to five (5) evaluation forms o Configure up to five (5) goals o Additional configuration of user roles, teams, groups, workflows, evaluation forms, and goals may be completed by the Customer, or additional services may be purchased from Avaya, if required o Provide customer training

• Software Features Needed:

o Ability to record both voice and video of call center agents.

o 100% voice recording o 25% video recording (screen capture) o Live Screen and Audio monitoring o Record on Demand- Ability for agents to flag calls for recording in real-time including at the end of an interaction.

o Rule based contact selection for recording and evaluating o Accurate metadata tagging with advanced search capabilities o Secure storage minimum 256-bit AES o Post call surveys o Customizable dashboard and reports o Unified playback for evaluation- Audio and screen recording combined with evaluation forms in one user friend window.

o Individual and bulk exporting of call media in WAV, WMV or WMA file types o Personalized agent dashboards

Please respond to the contact listed below with no more than three pages explaining in detail the magnitude of your experience in the above referenced subject matter area. Interested sources should submit their response via email to zachary.t.wilson37.civ@mail.mil anc CC chrissy.j.webb.civ@mail.mil by 12PM EST 3 Jul 2024.

Sources should include their business address, point of contact, cage code, UEI number and small business status (for example, HubZone or Service Disabled Veteran Owned).

Disclaimer: This request for information is for market research purposes only. This is not a solicitation.

Description Qty Unit Price Total Price Installation Services

Brand Name or Equal to Avaya Gov Cloud

Quality Management Lic Fixed Subs ADJ LP

*1 Year

Total