Amendment 001 QA.pdf

AMENDMENT OF SOLICITATION/ MODIFICATION OF CONTRACT 1. CONTRACT ID CODE PAGE OF PAGES

1 10

2. AMENDMENT/MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 5. PROJECT NO. (If applicable)

Amendment #001 11/21/2024

6. ISSUED BY CODE 7. ADMINISTERED BY (If other than Item 6) CODE

UNICOR, FEDERAL PRISON INDUSTRIES, INC.

400 First St NW Washington, DC 20534

UNICOR, FEDERAL PRISON INDUSTRIES, INC.

400 First St NW Washington, DC 20534 Attn: Josh Hassler, Contract Specialist

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

SV0161-24

X

9B. DATED (SEE ITEM 11)

11/04/2024

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___ 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 :

X D. OTHER (Specify type of modification and authority)

FAR 15.206 Amending the Solicitation.

E. IMPORTANT : Contractor ____is not __X__ 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.)

See attachment A.

Question and Answers

All amendments are required to be signed and submitted with proposals.

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)

Josh Hassler, Contract Specialist

15B. CONTRACTOR/OFFEROR

15C. DATE

SIGNED

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

_______________________________________ BY

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

Attachment A: 11/15/2024

Amendment #001 is for the following changes to solicitation SV0161-24.

Questions and answers:

Q1. Will physical VoIP phones be needed or will softphones be needed for the call center setup?

A1. Softphones will be needed for the call center setup.

Q2 Is this a new requirement or reoccurring. If reoccurring who is incumbent name, contract number, and value?

A2. This is recurring. The incumbent is Ronco. I don’t have a copy of the PO/contract, and so I don’t have the value either.

Q3. What is the estimate of the number of campaigns or calls expected to be handled at the same time? If possible, what is the peak call volume so can plan for smooth operations?

A3. The peak number of calls currently handled at the same time is 132, as that is the number of concurrent licenses we have for our existing system. Our current system has handled upwards of 163 simultaneous calls across two physical locations, in Bryan, Texas and Tallahassee, Florida. The current number of campaigns currently handled at the same time is 25, but not all agents are calling all campaigns at the same time. Some agents will be dialing 3 campaigns while other agents are dialing 9 campaigns at the same time. Our existing system has handled upwards of 100 campaigns being dialed at the same time.

Q4. Is the start date December 2025 as actual kickoff ?

A.4 The plan is to award and installation will be made and begin December 2024.

Q5. What is the timeline for setup and testing phases?

A.5. We are looking for setup and testing can be complete, in time for Go Live by December 31.

Q6. Does government agency have a dedicated fiber line in place for hosted solutions, or would you need help with setup up internet services at the facility? If internet line already available, what is the mbps at each location?

A.6. Internet service is already available. The bandwidth at our Tallahassee location is 100 Mbps dedicated. The bandwidth at our Bryan location is 300 Mbps shared.

Q7. What are your primary business goals for implementing a cloud-based contact center solution?

A7. UNICOR provides call center agents to our customers who have dialing needs. Some customers own/operate a call center system that our agents utilize. We provide a system for those who don’t. Our primary business goal is to continue to provide a full turnkey call center solution to our customers who do not have a call center system for our agents to utilize.

Q8 What are the key pain points or challenges you currently face with your existing communications infrastructure?

A8. Our key pain points with are current environment are the following:

• Our current provider doesn't have a static list of IP addresses for us to configure in the our access lists for allowed external connectivity. We are required to whitelist all external connectivity. A perpetually growing list of IP addresses to whitelist is a manually intensive process.

• Our current system doesn’t allow us to kill any process once they have been started, such as the uploading or assigning of lead lists in the system. An example of the problem that this causes is that if we accidentally begin the upload of an unmanageably large list of leads, which negatively affects the performance or functionality of the system, we are forced to wait for the vendor to kill this process. This results in a loss of functionality until this is done.

• We also do not have to the ability to make bulk updates to the caller ID configuration, or clear all of the dispositions/call history for leads that are assigned to the system.

Q9. Are there specific business processes or workflows you aim to improve with this solution?

A9. There are 3 processes/workflows that we would like ot see improved with this solution:

1. We currently have created an in-house utility to capture the call recordings from the workstations prior to them being uploaded into our existing call center system, and then email them to our customers.

o We would like this to be handled natively in the potential vendor’s system

2. We QA all of our calls that are considered sales, but only a small percentage of the others get reviewed. We often hear about calls with inappropriate behavior from someone other than our

QA department.

o We would like to utilize the system to detect profanities or unapproved behavior and mark those calls for review by a supervisor.

3. Our agents spend a significant amount of time calling phone numbers that end up being disconnected or not working numbers.

o We would like to utilize the system to detect disconnected or non-working numbers before the number is available for agents to call.

Q10. Do you have any impending events that will drive the project to a specific cutover timeframe (i.e. end of maintenance contract on existing platform)?

A10. The contract with our current call center solution provider ends on December 31. We are prepared to approach the vendor regarding an extension, however the primary desire would be for cutover to be completed by January 1.

Q11. When will you make a vendor selection?

A11. Plan is to issue award after proposal deadline, immediately upon review and evaluation of the qualified submissions.

Q12. Are there specific CRM platforms preferred for integration, or should we assume compatibility with any system that supports APIs?

A12. We expect compatibility with any system that supports APIs

Q13 How is the existing data structure in UNICOR’s current CRM organized, and are there specific API requirements?

A13: We do not currently utilize a 3rd party CRM platform, as we do not store customer data long term.

We utilize the “basic” CRM functionality of our current call center system, and it consists of the data/attributes for the leads in our lead lists.

Q14. What level of integration with third-party databases or external systems (besides CRM) is expected?

A14. We do not have any current integrations with database systems or external systems, other than the built in functionality that our current platform allows with an Internet mail provider. We do expect that integration is possible with third-party databases, in case this need arises in the future.

Q15. Could we get more details on the type and volume of multimedia content (audio, video) anticipated for queuing or storage?

A15. We do not currently utilize multimedia content such as on hold music or video. We do require

100% of all calls (both sides) to be recorded and stored. Our current system handles a maximum of 132 simultaneous calls, and this could be over the course of an 8-hour day, with calls ranging from 6 seconds to 31 minutes, having an average of 19,000 minutes per day. Recordings should be retained for at least 90 days. We would also like each potential vendor to list their multimedia capabilities for future consideration.

Q16. Could we clarify the expected breakdown of pricing for “additional technical support” and what constitutes a standard versus an additional support request?

A16. We would expect that there is general technical support included at no cost for issues with the system. The verbiage “any additional technical support not included in the per seat cost” may not be applicable for a potential vendor. However, it was included to cover any instance where there is some level of technical support provided, that is not included with the general monthly cost of the system. If that is not applicable for a particular vendor, then that is fine.

Q17. Are there preferred SLA metrics for response times, particularly for incidents impacting critical functionality?

A17. We expect that there will be some level of 24x7X365 support for incidents impacting critical functionality. We would prefer an initial response time (i.e. acknowledgement of the reported issue and possible initial fact finding) within a certain timeframe of the reported issue, such as 1 hour or less. We would also expect standards for updates throughout the resolution of the issue, the different response times (if such exist) for email or chat support. We would also look for hours of operation for live phone support.

Q18. Is UNICOR open to multi-tier SLAs, and if so, what are the key differences between each tier in terms of availability, penalties, and support levels?

A18. Yes, we are open to multi-tier SLAs, however we have do not have defined differences in the tiers.

We would look for the vendor to provide that.

Q19. Can you provide more details on UNICOR’s existing security protocols for handling personal data in call centers, especially concerning HIPAA and FISMA compliance?

A19. UNICOR currently operates our existing call center platform as part of a system with an ATO from the US Department of Justice. This requires full FISMA compliance for a Moderate level system.

The system currently is not rated as a financial system, nor one with PII, however the system should be able to meet all applicable FISMA requirements, if it were. Protocols would include all standards outlined in the DOJ implementation NIST 800-53 guidelines. This system does not currently have any medical information for individuals.

Q20. For the required risk assessments and vulnerability scans, is there a preferred tool or method for reporting results to UNICOR's ISO?

A20. The preferred tool would be the scanning products by Tenable (i.e. the Nessus Vulnerability

Scanner).

Q21. Are there specific expectations regarding encryption standards or network security features, especially for handling sensitive inmate information?

A21. This system is expected to meet FIPS standards regarding security and encryption standards. The system does not handle sensitive inmate information. It only utilizes names and register numbers, which are publicly available information.

Q22. How many total agents do you have? Do you prefer name or concurrent?

A22. We require concurrent licensing, and currently have 132 seats, across two locations.

Q23. Do all the agents require voice, email, chat, SMS, WFM? If not, what channels do you require?

A23. All agents require voice. Agents currently do not require chat, SMS, or WFM. We would be interested in some agents utilizing WFM, if that is feature of the selected vendor’s system. The agents must be able to initiate email communication by the disposition they select at the end of their call, but it must utilize email templates that the agents cannot edit. The agents must also be restricted from creating emails on their own.

Q24. How many departments/sites/agencies use the contact center?

A.24. There is one single department in two locations that utilize the call center.

Q25. How many Queues? How many Call Flows? How many Email Flows? How many SMS Flows?

A.25 We currently 1 queue for our inbound projects, but most of our calls are outbound, so we rarely experience callers who are left in queue. Regarding Call Flows, we do not currently utilize an IVR configuration. We have all agents who are assigned to handle inbound calling dial into the inbound campaigns, and they receive the relatively small number of inbound calls. All agents login to inbound and outbound campaigns simultaneous for blended calling, not just at the system but also for each agent.

Regarding Email Flows, we currently utilize one flow where certain dispositions are flagged for each campaign, which will trigger the system to send an email, based on assigned email templates for that disposition. One template can be assigned to multiple dispositions or each disposition can have a different template assigned.

Q26. If voice or digital Bots are required? Number of intents to be handled? Number of external systems to integrate into? Number of data transactions?

A26. We do not currently utilize voice or digital Bots. We are interested in potential vendors providing information on them, if they are a functionality of the system that will be proposed.

Q27. How many Agent Scripts?

A27. We currently have 72 agent scripts that are used across all of our campaigns. There are 60 of those scripts that are currently assigned to at least one campaign, but this includes test campaigns that are not dialed throughout the day, but periodically on a weekly basis.

Q28. Are post-call surveys required? For what channels?

A28. We do not require post-call surveys however we would like that to be a described option, if required. One possible use case would be after a voice call, the system would be set up to send an email to the called party of the individual’s email address was part of the list data, or if it were captured by the agent during the call. That email would be a link to the survey that is hosted on the system.

Q29. Does your contact center have multiple shifts?

A29. Both centers currently operate in one shift (the hours are different for each location), however we will utilize multiple shifts if the customer requirement dictates it.

Q30. How many agents require WFM/Scheduling?

A30. We do not have agents that do WFM/Scheduling, however if we decide to do that with this implementation, it would be approximately 2 agents at each of the two locations.

Q31. Do you require historical data from the existing WFM system to be exported into the new WFM system as part of the base bid? Can it be exported in a csv file?

A31. We would like some historical data imported into the system, but it is not required. Yes, the data can be exported from the existing system in a csv file.

Q32. Do you require 24 x 7 or 8 x 5 support?

A32. We require 24 x 7 support.

Q33. Do you require an E911 solution?

A33. No, we do not require a 911 solution for this system.

Q34. Do you require a self-service IVR? If so, can you provide use cases?

A34. A self-service IVR is not a requirement, but we are interested in it as an option, and so we would like the potential vendor to include information on it in their offering (if it is in fact an option). There could be multiple use cases, with one example being a help desk contact center, in which the IVR would allow the user to narrow down their issue and have them perform low level troubleshooting before being transferred to a live agent.

Q35. How many total languages need to be supported for the IVR?

A35. We currently do not require any languages other than English to be supported, however we would be interested in IVR support for Spanish.

Q36. Do you require outbound dialing campaigns? If so, how many?

A36. Yes, we require outbound campaigns, as over 90% of our calls are outbound. We currently have

46 outbound campaigns configured in our dialer, although all are not active at one time. We would generally expect a maximum of 25 campaigns to be active at one time, but all agents will not be dialing all

25 campaigns.

Q37. If you have outbound dialing requirements, do you prefer progressive, preview or predictive?

A37. We mostly utilize preview dialing but would also like predictive and progressive dialing to be options.

Q38. Do have any wallboards that need to be supported? If so, how many?

A38. No, we do not utilize wallboards.

Q39. Will a Train the Trainer approach work for each of the contact center groups?

A39. Yes, “train the trainer” would be the planned approach.

Q40. Do you require the trainer to be on site or is a remote trainer acceptable?

A40. Remote training is acceptable, but we would like the option of onsite training. Please provide pricing for both (if the cost is different).

Q41. Can you break down the number of supervisors, administrators, IT staff and agents for training.

A41. We would expect to provide direct training to 8 supervisors (called team leads), 4 administrators, and 4 IT Staff. The agents would receive training via the “train the trainer” approach, with the team leads/supervisors being also trained as agents.

Q42. Do you anticipate using your existing carrier?

A42. Yes we anticipate utilizing our existing carrier.

Q43. Do you have an existing SBC? If so, which one?

A43. No we currently do not utilize an Session Border Controller (SBC)

Q44. How many trunks would need to be redirected to the cloud platform?

A44. Our current system does not use trunks. We utilize a general commercial Internet broadband connection to reach the existing call center system.

Q45. What are your plans for future growth or changes in communication needs?

A45. Marketing efforts are consistently underway to increase the business that utilizes our hosted call center solution.

Q46. Are there any upcoming projects or initiatives that the contatc center solution should support?

A46. There are no projects or initiatives that we are currently aware of.

Q47. What is the CRM Solution this solution will integrate with?

A47. The system needs to be able to integrate with multiple CRM platforms. Our existing system has been integrated with the Zoho and Salesforce platforms.

Q48. Which portion of the solution do you envision using VPN?

A48. The VPN should a capability but may not be utilized. If utilized the scenario would be that the connection from the computers on our network would go through a VPN connection from our local network/Internet connection to connect to the call center system.

Q49. Could you describe what is meant by dial policies and restrictions?

A49. Dial policies refers to the ability to configure, on a per campaign basis, this like the dialing mode

(preview, predictive, progressive, fixed ratio, scan, TCPA), the start and end times of dialing, etc. Dial restrictions refers to the ability to restrict manual dialing, call backs, call transfers, conference calls, etc.

Q50. Can you please provide more detail for the API requirements?

A50. We require the vendor to work with the 3rd party platforms like CRM systems and utilize APIs to send and/or receive data.

Q51. Do you have specific CTI’s you need to connect with or will they vary campaign to campaign?

A51. They could vary by campaign, based on a system that a customer might have, which we need to connect to.

Q52. Provide specifics on requirement for speech analytics and AI?

A52. Speech analytics would be a module to assist in quality by analyzing the audio of the calls and being able to report on this like tone, adherence, use of profanity, etc.

Q53. Is UNICOR flexible with extending the 60 day timeline? Due to the high level customization in the requirements a longer timeframe will be needed.

A.53. UNICOR will consider the implementation timeline in making the award, and if the offering that is deemed to be the best value for the government has longer implementation timeframe, then that will be part of the consideration. The amount of the extension that we can accept will depend on our existing vendor’s willingness to support us during the transition.

Q54. The facilities lists both TX/ FL, will CA be included?

A54. CA is not included at this time. If it will be in the future, then UNICOR, FEDERAL PRISON

INDUSTRIES’ procurement group will handle any necessary contract modifications.

Q55. How many concurrent agents are required?

A55. That number is subject to increase or decrease, if the business of UNICOR increases or decreases, but currently we require 131 concurrent agents across out two locations in Bryan, TX and Tallahassee, FL.

Q56. Is predictive a requirement for Outbound?

A56. Yes

Q57. When UNICOR says to “update lead data onscreen by agents & Restriction of agent ability to edit fields of a lead – What data will be allowed to be updated and what data should not be updated?”

A57. UNICOR system administrations should be able to configure the fields that the agents can and cannot update. The most critical item is to be able to prevent the agents from updating the phone number of the lead.

Q58. Ability to clear the disposition history for a contact/lead – Can you provide a use case or workflow so that we can better understand this?

A58. A current use case is how we have multiple customers who want to recycle the leads for a particular campaign, but they want to clear out the call and disposition history. This is done because the expectations, effort, and morale will be affected negatively, if they see that this lead has been called multiple times with no success. The workflow would be that we would receive the request from the customer to remove the dispositions for the lead list assigned to one of their campaigns. A supervisor or system administrator would then be able to go into the system, into the campaign/project, and then be able to select the leads to have the call and disposition history removed from visibility of the agents.

Q59. CRM Integration – What is the CRM or is there a request that a CRM be included and the CRM have all the features listed available?

A59. The CRM platform can vary from campaign to campaign. If the vendor’s offering/system includes CRM features and capabilities, then that will be welcomed.

Q60. Desired System Functionality:

FTP Server – If lead lists can be uploaded in another manner, will that be acceptable?

Calendar -- Is the calendar intended to govern when campaigns are active (start and end dates as well as exception rules)?

Multi-media capabilities – Which items are desired?

Database Integration – Can you provide details on what is desired for this integration?

A60. Yes, however we would like a way for our customers to upload lead lists to an Internet accessible location, which can then be imported into the system for further editing or assignment to a campaign.

No, that functionality would be desired, but is not what is referenced here. The requested calendar functionality would be the ability to have a calendar per campaign that would be used to record appointments that are set by the agents

For example, if we were performing a marketing campaign for a customer, where our job was to set appointments for one of their reps to come out and pitch the caller. We use the calendar to record the appointments so that we avoid double booking, which is of course very frustrating to our customers.

Also, please note that we are running multiple campaign at the same time, and need to have a separate calendar for each of the campaigns.

Q61. Under Security Compliance, it says Contractors are fully responsible and accountable for compliance with all Health Insurance Portable and Accountability Act (HIPPA), etc. – Is that asking that the people are, or that the people are responsible for deploying a system that meets these assessments? If we provide a FedRAMP system, does that cover all the asks? The FedRAMP’s security controls, based on

NIST 800-53 framework, align well with HIPAA’s Security Rule requirements. Our FedRAMP

Authorized solution has strong controls for access, control, encryption, auditing, incident response, and more.

A61. Yes, a FedRAM certified solution would meet the security requirements. If you sell your solution with, and without FedRAMP certification then please ensure that the pricing detail provides a clear indication of the difference in cost.

Q62. Can you please provide the number of agents per location. Will Bryan, TX and Tallahassee, FL be the only two sites utilizing the hosted platform for the duration of the contract?

A62. Currently it is only Bryan and Tallahassee. The number of agents is not defined, but the number of concurrent seats that need to be licensed/supported is 89 for Bryan and 42 for Tallahassee. This number could increase or decrease based on the increase or decrease of UNICOR’s business.

Q63. Is award date and order date the same?

A63. Award date is when contract will be awarded? This could be slightly different that order date.

Award date will be the date that the contract is awarded. The order date will be the delivery order is created. The delivery order will be issued shortly after contract award.

Q64. Can UNICOR provide the specific security controls alluded to in this section?

A64. There are hundreds of security controls defined in the NIST 800-53 standard. Please see the standard for LOW and MODERATE classified controls for specifics. Less specific would be the additional requirement to restrict the agent access within the system, such as the ability to manually dial numbers of their choosing, the ability to make call transfers and conference calls, the ability to make schedule individual call backs, if that is not required by the campaign, the ability to utilize unnecessary functionality like email and chat, etc.

Q65. Updating of lead data onscreen by agents & Restriction of agent ability to edit fields of a lead – What data will be allowed to be updated and what data should not be updated?

A65. UNICOR system administrations should be able to configure the fields that the agents can and cannot update. The most critical item is to be able to prevent the agents from updating the phone number of the lead.

Q66. Would Unicor entertain alternative billing methods to the monthly billing cycle regarding agent entitlement?

A66. UNICOR requires monthly billing in order to adjust the agent license seat count based on the addition or loss of UNICOR customers.

Q67. Are these requirements applicable to all work performed by Contractors or just any onsite work?

A67. Residency is required for all onsite work.

Q68. Investigative Procedures required to all work performed by contractors or just any onsite work?

A68. Investigations will have to be performed for all on site work and completed prior to entering federal building.

Q69. FTP Server - Can UNICOR confirm that they will consider alternate means of uploading Lead Lists, outside of FTP? (as long as there are no meaningful functionality differences)

A69. Yes

Q70. Email Server - Can UNICOR confirm that the CCaaS system can offer the ability to connect to an existing e-mail service (as opposed to hosting one natively) offering all of the e-mail capabilties listing in the

RFP?

A70. Yes

Q71. Please provide the number of licenses required for the CCaaS platform based on users and the volume of outbound and inbound calls? What is the approximate number of minutes used per month?

A71. These numbers can change, but the current numbers are 131 concurrent agent licenses. We would also expect to have 3 concurrent supervisors and 2 concurrent administrators logged in.

Our minute usage is 400,000 to 450,000 minutes per month.

Q72. Who is your network/telephony provider?

How many outbound campaigns do you do in a month?

Requirement reads: Ability to clear the disposition history for a contact/lead. Can you provide more context behind this requirement? Perhaps provide an example of how/when you would do this?

A72. The provider is different at each location. It is Optimum in Bryan and Lumen in Tallahassee.

We expect to have 25 outbound campaigns active on a daily basis. All campaigns are not dialed every day, however, as that depends on our customer’s requirements. They may have different campaigns based on region or product, and their daily requirements dictate which campaigns are actually dialed at a given point in the day.

We currently have over 400 campaigns in our system when we add up the campaigns for all of our customers, but we only dial between 20 – 40 of those campaigns in a given day.

Each day our customers give us different campaigns to focus on, and the agents are assigned to groups dedicated to specific customers, and so they will be assigned to dial that day's campaigns of the customer that they work for.

Also we add, delete, or rename campaigns every week, and it could be as many as 20 changes.

Q73. Can you provide the routing trees for the inbound calls?

A73. We currently have each inbound campaign/project going to a separate queue until answered by a live agent.

Q74. What is the contract type?

A74. This is cost plus award fee. From market research we expect an initial award fee for installation and then a monthly fee based on usage.

Q75. Who is incumbent?

A75. Team Ronco

Q76. What is the name of the current solution being used?

A76. 3CLogic

Q77. CRM Integrataion - What third party applications utilized are required to be integrated to?

A76. There is no active 3rd party integration with the current system, however we have had integrations with Zoho, Salesforce, and others with our current system. We would expect that the awarded vendor would be able to integrate with this, and other CRM platforms as well.

Q78. Does UNICOR require ATO?

A78. UNICOR may have to obtain a separate ATO for the use of the vendor’s system, which creates the mandate for compliance with NIST 800-53 security controls.

Q79. What is the anticipated award date?

A79. 12/13/24

Deadline for proposals is being extended until 12/06/2024 at 10:00AMEST.

All other terms and conditions will remain unchanged.