Questions Responses for Call Center Software USACC 26JUL22.docx
DOCX document 15 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 related to a solicitation for call center software. The U.S. Army's Cadet Command seeks a cloud-based call center subscription for ten users to include universal ports, a virtual queue, agent scripting, text-to-speech, and local call conferencing capabilities. The contract would run from September 2022 through August 2023 with three optional one-year extensions. Bidders should include all training costs in their firm fixed price proposals as the Army will not provide ongoing or new user training. No security authorization is required as this is software-only.
View the file
Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| Question Response for Call Center Software 29JUL22. docx.docx | DOCX document | |
| Questions and Responses for New SOW.docx | DOCX document | |
| SOW Cadet Command Call Center Software 26JUL22.docx | DOCX document | |
| IA02 SOW No Mark ups 22JUN22.pdf | ||
| IB08 SAM.GOV Attachment #1 for USACC G6 Call Center Software (22JUL2022).docx | DOCX document |
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Text version
Question 1. Does the Government require a specific security impact level for the software? Broadly speaking, the telephone portion of call center software does not have a high security level, but the data storage part of the software does.
Response 1.
There is no elevated security level. No PII or TS is involved with this software.
Question 2. Does the government mean the platform should be functional 24x7, but Live Support is Monday to Friday?
Response 2. Please see revised SOW.
Question 3. Does the telephony SaaS platform have to interface with any internal CRM/ Knowledgebase/ Ticketing System?
Response 3. Please see revised SOW.
Question 4. Is an Authorization to Operate (ATO) required? What is the government's estimate of how long it will take to obtain an ATO?
Will the government provide the documentation and templates required for the Security Assessment and Authorization (SA&A) process as part of the ATO?
Is the contractor responsible for the cost related to the SA&A documentation and resulting POAMS etc. as part of the ATO?
Response 4. This is for software. No ATO is required. See revised SOW.
Question 5. Should the contractor include labor cost associated with initial user training in the proposal? Will ongoing training for the 10 end users be provided by the government? Will new user training be provided by the government? If the contractor is expected to provide ongoing training, how should cost be proposed?
Response 5. Include all training in price being quoted. This will be a firm fixed price contract.
File details come from the government source that posted it. Updated .