RFP730-23098 Microsoft Teams-Certified Call Center solution

1.1 GENERAL

The University of Houston System ("University") comprises the largest Texas state institution system of higher education located in an urban, metropolitan environment. The UH System's research and scholarship is globally significant, nationally competitive, and serve as an engine for economic development, while its public service activities enhance the quality of life in the region. The UH System offers undergraduate and graduates degree programs in a variety of disciplines; courses are conducted throughout most of the calendar year. The student population of the University of Houston ("University" or "Owner") is comprised of over 46,000 students. The University of Houston employs approximately 2,700 faculty members and 4,000 staff members. The other component universities, in surrounding areas, include: the University of Houston-Clear Lake, located in the far southeast Houston-area, which has a student population of approximately 9,000 students, 800 faculty and 600 staff members; the University of Houston-Downtown, located in downtown Houston, which has approximately 14,000 students, 750 faculty and 600 staff members; and the University of Houston-Victoria is located approximately 100 miles southwest of Houston and serves over 4,300 students, 200 faculty and 300 staff members.

The University invites you to submit a proposal for a cloud call center solution. This includes migration from our existing Call Center application (Anywhere365) to the new Call Center application, configuration, annual maintenance, and support of a certified Microsoft Teams Contact Center application. We are not looking for outsourcing our call center services (agents handling calls).

Our current UH Call Center environment is on Anywhere365 with Skype for Business:

· Currently Skype for Business 2015 CU6 with Anywhere 365 (both On-Premises) are handing all contact center functionality.

· There are 12 Unified Contact Centers (UCC) deployed at UH, across various departments and groups.

· The current setup allows 100 active concurrent agents.

· There are 450 agents and about 70 supervisors across the various UCCs

Respondents are encouraged to propose contractual arrangements offering the maximum benefit to the University in terms of (1) services to the University, (2) total overall cost to the University, and (3) project management expertise. Proposers should describe all educational, state, and local government discounts, as well as any other applicable discounts that may be available to the University in a contract for Services.

RESPONDENTS ARE CAUTIONED TO READ THE INFORMATION CONTAINED IN THIS RFP CAREFULLY AND TO SUBMIT A COMPLETE RESPONSE TO ALL REQUIREMENTS AND QUESTIONS AS DIRECTED.