Questions and Responses for New SOW.docx
DOCX document 14 KB Posted
- Attached to
- Cadet Command G6 CASB Call Center Software Federal contract opportunity
- Solicitation number
- W9124D22Q0231
About this file
This document contains questions and responses regarding a requirement for call center software. The United States Army Cadet Command requires standalone call center software to route incoming calls to the appropriate teams based on the number selected. The software must support a minimum of ten users with features such as an interactive voice response system, virtual queue, agent scripting and text-to-speech. The license period is from September 1, 2022 through August 30, 2023 with three one-year option periods. Responses to proposals are due to Richard J. Torres by August 8, 2022 at 10:00 AM Eastern. The call center software must be cloud-based unless connecting to an Army network, in which case it must be FedRAMP compliant. Offerors do not need to be CHESS or GSA contract holders to be considered for this requirement.
View the file
Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| Question Response for Call Center Software 29JUL22. docx.docx | DOCX document | |
| SOW Cadet Command Call Center Software 26JUL22.docx | DOCX document | |
| Questions Responses for Call Center Software USACC 26JUL22.docx | DOCX document | |
| IB08 SAM.GOV Attachment #1 for USACC G6 Call Center Software (22JUL2022).docx | DOCX document | |
| IA02 SOW No Mark ups 22JUN22.pdf |
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Text version
1. Who are the government’s customers/users and what type of support do they need?
Response: United States Army Cadet Command consists of the Headquarters, 8 Brigades along with the JROTC Directorate as the Government’s customers/users. This requirement is ONLY for Call Center Software to support the current environment and will route the calls appropriately based on the number selected with the ability to have a call waiting queue.
2. What does the government’s current support operation look like (# of teams/agents, types of teams, workflows, collaboration, segmentation)?
Response: Current team consist of 4 to 10 support members.
3. What channels does the government support today and what does the government want to support moving forward?
Response: This is a new requirement.
4. What is the volume on each channel and what kind of inquiries are common on each channel?
Response: This is a new requirement.
5. What other systems/processes does the government need to integrate with?
Response: None this is for a standalone call center software.
6. How does the government measure success and what are the government’s reporting needs?
7. What metrics/KPI’s does the government expect to get out of the vendor’s support?
8. Does the government require a help center that contains knowledge base articles and support portal for government’s customers/users, to help deflect and answer common and repeatable questions?
Response: No. The requirement is for standalone call center software that routes the calls appropriately based on number selected.
9. Does the government require reporting and analytic tools needed to monitor and evaluate the government’s tickets and agents, and performance?
Response: No.
10. Does the purchased software product(s) need to be FedRAMP compliant?
Response: If the solution needs to be connected to an ARMY network to work then yes. If it is a cloud based solution on a virtual network then NO.
11. Does a small business need to be a CHESS or GSA contract holder to be awarded this contract?
Response: No.
12. What are the RFQ response submission instructions; should we submit our response directly to Mr. Torres, at his email; or should we submit via a CHESS or GSA portal?
Response: Submit to Richard.j.torres.civ@army.mil
13. Please confirm the RFQ Offer Due Date is 8 August 2022, 10:00am eastern?
Response: Yes- that is correct.
File details come from the government source that posted it. Updated .