AMEND_3_-_SV0094-18_4-3-18.pdf

AMENDMENT OF SOLICITATION/ MODIFICATION OF CONTRACT

1. CONTRACT ID CODE PAGE OF PAGES

2. AMENDMENT/MODIFICATION NO.

3. EFFECTIVE DATE

4. REQUISITION/PURCHASE REQ. NO.

5. PROJECT NO. (If applicable)

AMENDMENT # 3

6. ISSUED BY CODE 7. ADMINISTERED BY (If other than Item 6) CODE UNICOR, Federal Prison Industry

SERVICES BUSINESS GROUP

400 First St. NW Washington, DC 20534

See Block 6

8. NAME AND ADDRESS OF CONTRACTOR (No., street, country, State and Zip Code) (x) 9A. AMENDMENT OF SOLICITATION NO.

X

SV0094-18

9B. DATED (SEE ITEM 11)

03/13/2018

10A. MODIFICATION OF CONTRACT/ORDER NO.

10B. DATED (SEE ITEM 13)

CODE FACILITY CODE

11. THIS ITEM ONLY APPLIES TO AMENDMENT OF SOLICITATIONS

The above numbered solicitation is amended as set forth in Item 14. The hour and the date specified for receipt of Offers is extended, xx is not extended.

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods: (a) By completing items 8 and 15, and returning copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted; or (c) By separate letter or telegram which includes a reference to the solicitation and amendment number. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS,

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

(X) A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, Appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103 (b).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF :

BY MUTUAL AGREEMENT

D. OTHER (Specify type of modification and authority)

E. IMPORTANT : Contractor is not, XX is required to sign this document and return 1 copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

AMEND SOLICITATION #SV0094-18 AS FOLLOWS:

Questions and Answers from various potential vendors are attached to this amendment.

No other changes at this time.

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER (Type or print)

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

EDWIN INGRAM, SR. CONTRACTING OFFICER

15B. CONTRACTOR/OFFEROR 15C. DATE SIGNED

16B. UNITED STATES OF AMERICA 16C. DATE SIGNED

BY //s// 04/03/2018 (Signature of the person authorized to sign) (Signature of contracting officer)

NSN 7540-01-152-8070

PREVIOUS EDITION UNUSABLE

30-105

STANDARD FORM 30 (REV. 10-83)

Prescribed by GSA

FAR(48 CFR) 53.243

04/03/2018

ATTACHMENT 1 TO AMENDMENT 3 DATED 4-3-18

SV0094-18 – Questions/Answers

Answers are in Bold and Italic

RFP Reference: Part IV: Submission Requirements (page 18)

Would the government please clarify the due date for proposals? The RFP states April 2, 2018 and FBO.gov states April 4, 2018.

Due date has been extended until 04/16/2018 AT 2:00 PM EST and was noted on Amendment #2 dated 3/30/2018.

RFP Reference: Section B (page 4)

The requirement is to provide, "Outbound, Inbound and Blended Telephony” . Would the government please amend the RFQ to clarify the scope and use of “Blended Telephony”?

Our reference to Blended Telephony is the capability of the system to allow agents to simultaneously be logged into "projects, skills, or campaigns" that are inbound and others that are outbound, or even campaigns that have both components. We need our agents to be able to handle both inbound and outbound calling without a supervisor having to reconfigure their account or the agents having to logout and log back in.

RFP Reference: Section B (page 4)

The requirement is the “Ability to Function through a VPN Tunnel.” Would the government please confirm that access circuit(s) are government-provided.

The circuits at our location(s) are provided. We are looking for a vendor who can support a VPN connection over the public Internet, utilizing their own circuits and Internet connection.

RFP Reference: Section B (page 5)

Would the government please clarify the requirement to be compliant with FISMA?

FISMA requirements speak to a number of federally mandated security controls, requirements, and practices. As a government entity, we are required to make every effort to meet these requirements. If they are not met immediately, then we must develop a Plan of Action and Milestones (POAM) to project when it will be satisfied and key accomplishments to be documented along the way. Finally, we must complete a documented risk acceptance process whenever we cannot meet or satisfy a requirement.

RFP Reference: Part III: Provisions (page 16)

Would the government please clarify what is meant by "Evaluation will be based on a go/no-go basis”.

After we are set up with the vendor's system, the system will be utilized and evaluated, and then a decision must be made: Go - to continue to use the system as it meets our needs or No Go - to end our relationship with the vendor because their system does not meet our needs.

RFP Reference: Part IV: Submission Requirements (page 18)

Would the government please extend the due date by two weeks to allow offerors to receive answers to questions and formulate an effective solution to the requirements, identify appropriate Business Management Questionnaire references/contracts, and determine appropriate Service Level Agreements? Additional time is also required to properly identify the list of other requirements that are the responsibility of UNICOR to provide such as voice and data lines, routers, network switches, etc.

See Amendment #2

Will a mutual NDA be provided for the parties to execute before the RFP response is due?

No NDA needed for RFP responses

How many agents do they anticipate needing on this platform – is it 25-300 seats/agents or 25-300 locations?

It's a minimum of 25, max 300 for both locations combined - not separate.

If the latter, we’ll still need to know the # of agents, preferably the # of concurrent agents who would all be in queue at the same time.

N/A, based on the answer to the question above. - It's a minimum of 25, max 300 for both locations combined - not separate.

What CRM do they have today that they want to integrate into this hosted platform?

We do not have a customer for whom we currently do CRM integration. We have worked with our current vendor, in the past, on integration with Salesforce. We have also had several customer ask about our capabilities to integrate with platforms, such as Vanillasoft and Zoho, so our vendor should be capable of integrating with many of the industry leaders, as well as having the capability to use standard APIs to work with "homegrown" CRM platforms that our customers may have developed.

Is there an example of the auto attendant requirements for the design? Will each site have its own auto attendant or is there a requirement for one system one auto attendant tree with links to each location serviced?

We currently use Softphones, as do most of our customers who bring in their own systems. However, if your solution uses desktop phones, or some other hardware device, then we can work with those as well. We would look for you to provide them (at least initially), and therefore we definitely would want you to include any such costs in the monthly pricing.

Optional items: Readerboard capability, Is there a standardized readerboard in the facilities? If so could you provide make and model to confirm connections and capabilities?

We do not have a specific auto attendant requirement. We could theoretically have campaigns/projects for multiple customers that would need the auto attendant functionality, and so we would need to be able to have it function differently for the particular client’s work/campaign.

You would know if this is defined as a separate auto attendant. We could also have different campaigns/projects for the same customer that would have the same auto attendant functionality and therefore be set up the same.

No there is not a standard. If your solution does not offer a wide range of reader boards that they are not compatible, then please provide us with your standards, a manufacturer, or a make and model that you know works.

Will all users be contact center agents or will there be standard users not answering calls in the call center.

We will have agents, but also the following:

a. Supervisors – who will log into the system and manage the agents via reports, real time views/dashboards, live monitoring, and the listening to recordings.

b. System Administrators – who will log into the system to perform IT functionality, but should also be able to simulate an agent’s login for testing purposes.

Under speech and voice analytics question 2 “ UNICOR to provide voice and data lines. Does UNICOR have DID numbers singular or in blocks they would like to port into a hosted system or will they require all new phone numbers.

Hosted telephone systems “seat” pricing usually includes a phone number associated with the call center seat phone and features. Is there a requirement for international dialing?

How many phone lines should be configured in the hosted system? There is usually a one to one ratio to seats however additional lines can be added for rollover capability or call volume.

We would have numbers that we would like to port over, and we also would be looking for some new numbers, as well. We do not have international dialing requirements at this time, but we do desire that the system be capable. We would discuss the amount of phone lines during implementation planning.

Since this is a Firm-Fixed Price Type Contract is the request under Invoice / Payment (RFP pg. 6):

“Contractor shall submit one invoice per month to include the following: Date of service, Number of Hours worked (tasks accomplished, and number of hours attributed to each task) Contract number / delivery order number referenced” relevant and accurate?

300 seats, max between both locations but we will need separate billing. Dublin is included in the solicitation but it's only for Bryan and Tallahassee at this time. We can approximate current numbers of hours for Bryan since we have a hosted solution existing but that will change as we grow - no idea for Tallahassee at this time. 1 invoice monthly with the relevant information.

Could the due date be extended for a week to allow for the response to the questions and the incorporation of the response in our proposal.

See Amendment 2

Please identify the current CRM solution.

We do not have a customer for whom we currently do a CRM integration. We have worked with our current vendor, in the past, on integration with Salesforce. We have also had several customer ask about our capabilities to integrate with platforms, such as Vanillasoft and Zoho, so our vendor should be capable of integrating with many of the industry leaders, as well as having the capability to use standard APIs to work with "homegrown" CRM platforms that our customers may have developed.

Will any agents work from home?

No, the agents will all be located at the 3 locations listed; however the supervisors and system administrators will need to be able to access the system from home, a remote office, utilizing a Mobile Hotspot connected to the public Internet, etc.

Please describe what is expected of the Reader Board Capability or meant by the Reader board capability requirement.

We do not currently utilize a 3rd party CRM solution. Our current vendor has some CRM functionality built in to their platform, which we do use, and we would look to take advantage of such functionality if we were to award this contract to another vendor. We have worked with our current vendor, in the past, on integration with Salesforce. We have also had several customer ask about our capabilities to integrate with platforms, such as Vanillasoft and Zoho, so our vendor should be capable of integrating with many of the industry leaders, as well as having the capability to use standard APIs to work with "homegrown" CRM platforms that our customers may have developed.

Please describe your expectations of the Speech/Voice Capability. This capability has many options i.e.

Real time speech analytics, Track/word spotting, emotional analytics, etc.

We are looking for the vendor to list/describe the options that their platform provides. They can list, and describe as many, or as few as desired.

Do you require a real time speech analytics? Please provide examples of how you would want to use the speech analytic capability.

This is not an absolutely requirement, but definitely something that we are looking for the vendor to be able to provide, be it natively, or with a 3rd party integration. An example would be taking into account that our agents are not allowed to handle financial information, which would include credit card or banking information. We would want to use the speech analytic capability to identify words like credit card and bank account, if used during a call with our agents.

Please elaborate on the Organization Information Security Requirement and specify which specific Organization Security Requirements is required.

This system could be subject to security requirements related to Health Insurance Portable and Accountability Act (HIPAA), Privacy Act, FISMA, National Institute of Standards and Technology (NIST), and FIPS requirements.

Is an ATO required and who will be performing it? Contractor or Government?

At this time, there is not a separate Certification & Accreditation (C&A) or ATO for this system, however that is always a possibility down the line, as we are a government entity. Someone could determine that this should be a separate system, with a separate C&A. In such a case we would perform the assessment that the C&A would be done on, which is what would grant the ATO.

Please describe what is meant by “Reader board Capability”?

We are looking for a vendor that has the ability to output data to a reader board that can be displayed in our call centers. We would be looking to output data such as calls taken, call in queue, or other metrics that can be obtained in the reports of the system. Regarding the reader boards themselves, if there is computability with a wide range of devices, then please note that. If there is a specific manufacturer/model that works with the vendor’s system, then we would like that noted as well.

Softphone compatibility: Is there an existing Softphone that the hosted system must be compatible with? If so, what Softphone? Or, does the hosted system need to provide a softphone feature?

No, there is no exiting and required softphone. The vendor either needs to have a softphone that is already integrated with their platform, or they need to suggest a softphone they already works well with their platform.

What type of desk phones do the call centers currently have? Is compatibility required with these desk phones, or is the government looking at replacing these phones with a type/brand that the new system is compatible with?

Our current system does not use softphones. Desktop phones are not an absolute requirement, but we are taking into account any vendor who offers us the flexibility of both softphones and desktop phones.

Email integration – with MS Outlook or Gmail?

There is no standing email integration that we are looking for our vendors to provide at this time. We would like the vendor to have that capability, however our current use of email involves automated email messages sent based on call dispositions/result codes as selected by our agents at the conclusion of a call. We are looking to have the ability to define recipients on a per disposition basis, with the option of multiple recipients. We are looking for the feature to be able to define the SMTP server and email account credentials that will allow an email to be sent from a particular email address/system. We are also looking for the ability to configure multiple SMTP servers/Email Account Credentials to be used in different campaigns/projects. The vendor’s system should also have the capability to schedule reports that are generated and sent out via email.

What is meant by multi-media software? (Omnichannel? – voice/email/chat)

With multi-media, we would like our vendor’s system to handle things such as (and possibly even more than) the following:

• Inbound/Outbound Phone Calls

• Conference Calls

• Call Recordings

• Park Calls and put them on Hold

• Email

• Internal Chat (between agents and supervisors)

• SMS Messaging

Does the contractor provided hosted CC solution have to reside on our (or certified partners) premise/s or can the contractor provided hosted solution reside on UNICOR’s premise/s? The solution will still be contractor owned, contractor managed, contractor operated, and priced accordingly, we would just use your locations to deploy the solution.

The solution should be provided on the vendor’s premise.

Does the government have a preferred data center (self-managed, AWSGov etc.) from which to host the requested services?

A data center that has already received a Certification and Accreditation (or ATO) from a federal government agency (or is FedRAMP certified) is preferred, however not required at this point. The vendor must however be willing to go through the above process if/when required by UNICOR.

Will call center agents be located at the (3) locations listed or are they DoJ Data Centers?

The agents will be located at the three locations listed.

What is the mission of the call center and what kinds of calls are made or received by the agents?

The mission of the call center is to be an outsourcer providing call center agent labor/services to various organizations. Al manner of Inbound and Outbound calls could be made/received by the agents.

There is a big difference in terms of technical requirements between 25 users and 300 users. Is the goal to begin with 25 active users but have in place a plan to support 300 users in the future?

The goal is to start with a minimum of 25 users and max of 300 seats over 2 year period between 2 locations.

Historical reporting capability exist as a feature and can be exported using FTP. Do you have an existing hosting solution in place?

Yes, we have an existing hosted solution in place. In our current system, we can run historical reporting as long as we do not delete the agent/call data from them the system. We are able to export and save the reports from our browser, into formats such as .pdf, Excel, html, etc.

The CRM integration is not a challenge provided your current CRM offers the functionality. I’m familiar with most CRM’s on the market place, please let me know who your existing CRM provider is so that we can address the possibility.

We do not currently utilize a 3rd party CRM solution. Our current vendor has some CRM functionality built in to their platform, which we do use, and we would look to take advantage of such functionality if we were to award this contract to another vendor. We have worked with our current vendor, in the past, on integration with Salesforce. We have also had several customer ask about our capabilities to integrate with platforms, such as Vanillasoft and Zoho, so our vendor should be capable of integrating with many of the industry leaders, as well as having the capability to use standard APIs to work with "homegrown" CRM platforms that our customers may have developed.

The RFP mentioned of softphones and desk phones; how many desk phones will be needed? And how many of these phones must be executive phones if any?

We do not have a requirement for desk phones, however we would like our vendor to have the capability to utilize both desk phones and soft phones. We do not have a requirement for executive phones, even if we do utilize desktop phones.

How many existing phone numbers will be brought over? Will additional phone numbers be needed?

At this point we have about 2 or 3 numbers that will almost certainly be bringing over. We will likely be bringing over phone numbers for any of our inbound projects/campaigns. However, we will speak with the vendor awarded the contract to determine if the consistency of maintaining the number is worth going through the Port/Resporg process.

Item 00002, Page 4:

Preview/Predictive/Progressive Dialing

How many minimum/location and maximum/location Outbound Preview/Predictive/Progressive dialing agents need to be supported by the system?

Minimum – 25/1 Maximum – 300/3

Multiple ACD and IVR Features

Please provide an overview of the types of features required?

We are looking for the vendor to list/highlight the various features that they offer. There are many such features that we are not using (and we are not using IVR at all), but we would take the vendors’ capabilities into account when deciding on who to award the contract.

How many minimum/location and maximum/location Interactive Voice Response (IVR) ports need to be supported by the system?

We do not current use an IVR with our current vendor, although they do have IVR capability. We would look to have these discussions and plan the IVR implementation when we have a customer/project that requires it.

Can UNICOR, Federal Prison Industry provide IVR call flows that need to be developed on the IVR system for any self -service application, as well as any information on whether the IVR system will be performing some kind of database dip to provide information back to the caller? If yes, then we would need the details on the database and the types of interfaces it supports?

We do not current use an IVR with our current vendor, although they do have IVR capability. We would look to have these discussions and plan the IVR implementation when we have a customer/project that requires it.

Different privilege levels for Agents, System Administrators, and Managers/Supervisors

How many Supervisors do you expect to have day one and will they interact on the calls at all?

On day one, there will be 3 Supervisors and 2 System Administrators. They would also need the ability to perform supervisor duties.

Item 00002, Page 5:

Optional Items:

Multi-Media Software

Which multi-media channels are needed as parts of this ask?

With multi-media channels, we would like our vendor’s system to handle things such as (and possibly even more than) the following:

• Inbound/Outbound Phone Calls

• Conference Calls

• Call Recordings

• Park Calls and put them on Hold

• Email

• Internal Chat (between agents and supervisors)

• SMS Messaging

Reader Board capability

Please provide an overview and more specifics for this requirement? Our solution can integrate with many different “wall board” or “reader board” systems. So we have the capability. If that’s enough for now, all is good. But, putting together a design or quote for these platforms however is very much dependent on the site logistics, the centers floor layout & size, line of sight & visibility, features required, etc... If you have more detail, please provide. If not, tell us what you can and we can try to estimate as best we can.

That statement is enough, however we would recommend that the vendor list/highlight various features and uses that they have implemented and currently offer with “wall board” or “reader board” systems.

CRM Integration - the CRM Integration should include the following:

• Support of Click to Call/Dial Functionality, and the restriction of it to only on certain records.

• Screen Pop on incoming and outgoing calls based on "dip" into CRM System/Database for the caller/called person's information.

• Posting of call information from the vendor's system into the CRM System

• Call information could include the call timestamp, call duration, agent name, disposition/result code, a notes field.

Which CRM solution will the screen pop application be integrating or dipping into for called person information and what types of interfaces for integrating with the screen pop application does this CRM solution support?

We do not currently utilize a 3rd party CRM solution. Our current vendor has some CRM functionality built in to their platform, which we do use, and we would look to take advantage of such functionality if we were to award this contract to another vendor. We have worked with our current vendor, in the past, on integration with Salesforce. We have also had several customers ask about our capabilities to integrate with platforms, such as Vanillasoft and Zoho, so our vendor should be capable of integrating with many of the industry leaders, as well as having the capability to use standard APIs to work with "homegrown" CRM platforms that our customers may have developed.

We are expecting the potential vendors to submit their proposals highlighting/listing the current integration features that you support with industry standard CRM platforms.

A Service Level Agreement (SLA) must be provided by the prospective contractor. If different levels of an SLA are offered then they should all be listed along with any differing costs. The SLA should include system uptime, technical support response time, and any penalties (if any exist) that will result from the SLA not being met (i.e. financial penalties, termination of contract, etc.).

Does UNICOR have a model SLA agreement it wishes to utilize for this procurement?

There is no model/template for the Service Level Agreement.

Contractors are fully responsible and accountable for compliance with all Health Insurance Portable and Accountability Act (HIPAA), Privacy Act, FISMA, National Institute of Standards and Technology (NIST), FIPS, including conducting compliant risk assessments, routine vulnerability scanning, system patching and change management procedures, and the completion of an acceptable contingency plan for each system.

NIST and FIPS are a collection of Standards, Technologies and Publications. The paragraph above is extremely vague. Can specific NIST Standards and FIPS publications be listed?

Current specifications would be NIST 800-53 and FIPS 140, however the Federal Government (OMB) and the Department of Justice could change the requirements for implementation. The statement is generalized because UNICOR is held to those standards in a general sense.

The contractor's security control procedures must be equivalent, to those procedures used to secure UNICOR's systems. UNICOR's systems are assessed based on the Department of Justice's implementation of the NIST 800-53 security control procedures.

Can you provide details as to the procedures used by UNICOR to secure its systems and how NIST 800-53 is implemented? And, assuming the system is hosted at the contractor facility, not at UNICOR, is FedRAMP a requirement and if so, what impact level?

NIST 800-53 is contains a collection of control families, wherein specific security controls/requirements are defined as categorized by Low, Moderate, or High Security Classifications. This system would be subject to being assessed against each of the security controls in the Low category.

FedRAMP is not a requirement, however it would be an asset. If UNICOR is required to perform a full Certification and Accreditation, then it would involve the assessment of the system against each of the Low category controls. There would then need to be a documented Acceptance of Risk by UNICOR for any controls that the vendor’s data center and the system itself (from a software perspective) could not pass.

Page 6:

Any deficiencies noted during assessment must be provided to the Information Security Officer (ISO) for entry into UNICOR's Plan of Action and Milestones (POA&M) management process. The contractor / subcontractor must use UNICOR's POA&M process to document planned remedial actions to address any deficiencies in information security policies, procedures, and practices, and the completion of those activities. Security deficiencies must be corrected within the time frames approved by the government.

Can you please give a brief overview of UNICOR’s POA&M process and timeframes for correcting vulnerability types?

Simply put, the federal government’s POA&M process involves the testing of a system against the 800- 53 controls, and the identification of any that do not pass. Then a plan of action must be created and documented of what will be done. The result of these actions would be that the system will pass the control, or will result in mitigating controls that will then be approved by an official “Acceptance of Risk” from UNICOR. This plan of action will include an estimated end date and will have milestones, which will also be dated. These milestones will show defined progress towards satisfying the control requirement. The timeframes are flexible, but must be accepted by UNICOR.

The solicitation does not prescribe the total number of agents or the total numbers of platform minutes required monthly.

Would UNICOR - FPI SBG please provide this volume information for the pricing proposal?

The total number of agents would be 300.

On page 3 the solicitation lists 00001 – Tallahassee, FL (PR Number 5000041681) and 00002 – Bryan, TX (PR Number 5000041682) as two separate items.

Does separate pricing need to be provided for each location; Or, can this be combined in the pricing proposal? If separate pricing is required, will UNICOR - FPI SBG please provide the number of agents for each or the number of platform minutes anticipated monthly for each location?

It would be combined pricing, but the invoicing would need to be separated per location.

On page 4 the Required Items section lists “Compliance Management”. We assume that this means configuration points within the platform to manage calling hours, TCPA, DNC, etc.

If this is not correct, would UNICOR - FPI SBG please provide more details or specific examples regarding this requirement?

The assumption is correct.

On page 4 the Required Items section lists “Quality Assurance”.

Would UNICOR - FPI SBG please provide more details or specific examples regarding this requirement?

This would involve the tools and features that the vendor’s system can provide for the review of agents and their quality. Such features would include:

• Call recordings

• Live monitoring

• Reporting on items such as:

o Call Handle Time o Hold Time o Transfer Rate o Parked Call Time o Preview Time o Talk Time

• Speech Analytics

• Forms and Tools for Agent Scoring and Calibration

On page 4 the Required Items section lists “Notification of queue status”. Is this the same as “Queue position and average wait time announcement”?

Would UNICOR - FPI SBG please provide more details or specific examples regarding this requirement?

Queue Position and Average Wait Time Announcement can be considered more specific examples of Notification of Queue Status, provided to the caller. We would also be looking for notification to the agents and/or supervisors with information such as callers in queue, agents assigned, agents logged in, agents available, wait time, speed of answer, and abandoned calls for the various queues/campaigns.

On page 4 the Required Items section lists “Priority queuing”. We assume that this means the ability to prioritize inbound calls based on the customer IVR response and system status.

If this is not correct, would UNICOR - FPI SBG please provide more details or specific examples regarding

The assumption is correct.

On page 4 the Required Items section lists “Prompt collection of customer information”.

This relates to the ability to have fields and forms in the agent script/desktop screens. When data is entered in by the agents during (or after) the call, it will be captured by the system. This data could also update the contact information in the various lead lists that were loaded into the system. These would be mostly the various fields already in the lead lists that are loaded into the system, but also some additional fields that the customer would like us to collect, including a field for notes/call details. The data collected from these fields should be included in exports of leads and the system’s reporting.

On page 4 the Required Items section lists “Time-based escalation”.

We are looking for the vendor’s system to allow for automated transfers and/or system alerts based on IVR queue time, hold time, etc.

On page 5 the Optional Items section lists “Multi- Media Software”.

With multi-media, we would like our vendor’s system to handle things such as (and possibly even more than) the following:

• Inbound/Outbound Phone Calls

• Conference Calls

• Call Recordings

• Park Calls and put them on Hold

• Email

• Internal Chat (between agents and supervisors)

• SMS Messaging

On page 5 the Optional Items section lists “Reader Board capability”. We assume that this means the ability to display call center, team, agent stats on a wall board.

If this is not correct, would UNICOR - FPI SBG please provide more details or specific examples regarding

The assumption is correct. We are looking for a vendor that has the ability to output data to a reader board that can be displayed in our call centers. We would be looking to output data such as calls taken, call in queue, or other metrics that can be obtained in the reports of the system. Regarding the reader boards themselves, if there is computability with a wide range of devices, then please note that. If there is a specific manufacturer/model that works with the vendor’s system, then we would like that noted as well.

On page 5 the Optional Items section lists “Multi- Media queuing”.

This would involve the ability of the vendor’s system to be configured to prioritize interactions based on rules defined by UNICOR. For example we would desire the ability to prioritize calls over everything, followed by Email interactions, SMS messaging, etc.

On page 5 the Optional Items section lists “CRM Integration”.

Would UNICOR - FPI SBG please provide the name of a specific CRM platform in order to provide an accurate integration quote?

We do not currently utilize a 3rd party CRM solution. Our current vendor has some CRM functionality built in to their platform, which we do use, and we would look to take advantage of such functionality if we were to award this contract to another vendor. We have worked with our current vendor, in the past, on integration with Salesforce. We have also had several customers ask about our capabilities to integrate with platforms, such as Vanillasoft and Zoho, so our vendor should be capable of integrating with many of the industry leaders, as well as having the capability to use standard APIs to work with "homegrown" CRM platforms that our customers may have developed.

On pages 8 and 9 within the “INVESTIGATIVE PROCEDURES FOR CONTRACTORS, CONSULTANTS AND VOLUNTEERS” section it lists the specific procedures that are required.

Are these procedures limited to the employees that would be assigned to and perform project work and support services related to the UNICOR - FPI SBG agreement?

This is correct.

AMENDMENT OF SOLICITATION/ MODIFICATION OF CONTRACT