Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2850

Government Authority located in Kansas; USA based organization looking for expert vendor for unified communications as a service and contact center as a service system and solution.

[*] Budget: Looking for Proposal

[*] Scope of Service:

(1) Vendor needs to provide unified communications as a service and contact center as a service system and solution.
- That shall leverage existing software for either microsoft teams phone with a microsoft certified contact center solution or utilizing the zoom phone system and associated contact center solution for zoom.
- Shall replace the unified communication services currently hosted on campus and replace them with a cloud based ucaas and ccaas service.
- The college currently uses Microsoft 365 with A5 licensing (including Exchange Online, SharePoint Online, and Teams), zoom meeting for employees and students; and cisco call manager, contact center, unity, and jabber for VoIP services.
- The Cisco Unified Communication systems are currently hosted on campus and include VoIP phones, voicemail to email, and Jabber deployments for staff and faculty.
- The Cisco system includes VoIP to Analog gateways providing service for code blue phones, elevator phones, fax lines, and other devices.
- Solution must provide a full featured and seamless user experience with our existing digital workplace tools.
a. Chat (Group Chat and on-to-one messaging via Teams)
b. Contacts (Active Directory)
c. Online Presence (Outlook, Microsoft Teams)
- Shall provide service engagement to provision and configure any required network changes, application platform, contact centers, contact centers solution software, and integration between systems.
-  The system solution must provide the following general features:
a. 4-digit dialing on campus
b. Describe the voicemail options (voice to text, email options for Outlook, on and off site, etc.)
c. Transfer message to multiple lines
d. Call logging
e. Ability to answer other individuals phone – phone transfer when needed.
f. Call forwarding, transfers, and conferencing.
- The system solution must provide the following call center features
1. Real-time collaboration between contact center and telephony platform.
2. Contact center integrates with communication channels (voice, sms, chat, email, social).
3. Center quality assurance and training.
4. Dashboard:
- Include a disaster recovery capability to ensure service continuity.
- Support for soft phones.
(2) All questions must be submitted no later than October 17, 2023.
(3) The contract term will be one years.

[*] Eligibility:

- Onshore (USA Organization Only);

[*] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Friday, 1 December, 2023

Question Answer Deadline : Tuesday, 17 October, 2023

Category : Call Center and Answering, Call Center and Answering, Software, System and Application

Country : USA

State : Kansas

RFP Expired

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