SOW Cadet Command Call Center Software 26JUL22.docx
DOCX document 30 KB Posted
- Attached to
- Cadet Command G6 CASB Call Center Software
- Solicitation number
- W9124D22Q0231
About this file
This document includes a statement of work and related federal contract opportunity solicitation. The statement of work outlines requirements for cloud-based call center software for 10 users of the U.S. Army Cadet Command, including a minimum of 3 universal ports, virtual queue, agent scripting, text-to-speech, and local call conferencing capabilities. The software must provide storage for recordings retained for 6 months and include an IVR programming toolset, CTI connectivity, and various connectors. The contractor must respond to issues within 4 hours and correct within 48 hours, and provide configuration, training, and updates. The contract type is anticipated to be FFP. The related solicitation is for this call center software subscription through August 2023 with three one-year option periods. The requirement is in support of the U.S. Army Cadet Command at Fort Knox, KY and is being conducted by the Department of the Army Materiel Command Mission and Installation Contracting Command at Fort Sam Houston.
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Other files
| File | Type | Posted |
|---|---|---|
| Question Response for Call Center Software 29JUL22. docx.docx | DOCX document | |
| Questions and Responses for New SOW.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
STATEMENT OF WORK
DESCRIPTION
FOR
USACC G6 Call Center Software
26 JULY2022
INTRODUCTION
This is a procurement contract to provide Cadet Command G6, call center software in accordance with the below specifications.
1. The contractor shall provide a cloud-based call center software subscription for 10 users. The license will include a minimum of 3 Universal Ports (used for IVR Call monitoring), Virtual Queue, Agent Scripting, Text To Speech, and Local Call Conferencing, available to Monitor, Coach, and Barge.
2. The software should provide storage for recordings of menu’s, prompts, scripts, messages, and files. Recordings shall be retained for six (6) months. The software should include an IVR Programming Toolset, Capability for Computer Telephony Integration (CTI), and Connectivity to include (Standard, Encrypted, VPN, FTP, SFTP, Web Service, and HTML Connectors). Once messages are saved access will be locked for GOV access only.
3. The contractor shall provide responses to software issues within 4 hours of the known issue. The contractor has up to 48 hours to completely correct any call center software issues.
4. The contractor shall provide configuration and set up administrative training of user accounts and workflow. Contractor shall also provide any training updates necessary to educate users.
The contract type is anticipated to be Firm-Fixed-Price (FFP).
Version – July 2015
File details come from the government source that posted it. Updated .