BOE RFQ for Verint Premium Support for Avaya

The California State Board of Equalization (BOE) has issued Request for Quote (RFQ) #2015-4317 for Verint Premium Support services for Avaya Workforce Optimization (WFO) Advanced R11 package, targeting comprehensive technical support for their contact center technology. The procurement seeks premium support services for 223 units of Avaya WFO R11 Advanced WFO Package, specifically covering Customer Response/Quality Management (CR/QM), Workforce Management (WFM), Speech Essentials, and WFM Shift Bidding modules. Support services will be provided at the BOE office in Sacramento and include comprehensive technical assistance such as error message resolution, software documentation interpretation, error isolation, ticket escalation management, and "How to" guidance. The support will offer tiered response times ranging from 1 hour for Priority Level 1 issues to next business day for Priority Levels 3 and 4, during standard business hours of 5:00 a.m. - 7:00 p.m. Mountain Time, Monday through Friday. The contract term is scheduled from May 1, 2016 through April 30, 2017, with a potential option to amend for a second year, and quotes were originally due on April 26, 2016, with an intent to award on April 27, 2016 (though Addendum 1 extended the submission deadline to May 5, 2016).

The RFQ includes several bid preference opportunities, with a 5% preference for certified Small Businesses and an additional 5% preference for non-small businesses demonstrating 25% California certified small business subcontractor participation. While Disabled Veteran Business Enterprise (DVBE) participation is waived, certified DVBEs can still receive a 5% bid preference. The current support provider is identified as Carousel Industries, whose contract has expired. The contract will be awarded to the most responsive and responsible bidder with the lowest quote, with payment terms structured as annual invoicing upon BOE approval. Vendors are required to contact the Verint Representative, Randall Johnson, to obtain specific part numbers and feature activation information necessary for accurate quote submission. The total scope encompasses support for 223 units across various Avaya WFO R11 Advanced package components, suggesting a comprehensive technical support engagement for the BOE's contact center infrastructure.