Posted Date : January 22,2019
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : SW-21390
Government Authority located in Arkansas; USA based organization looking for phone system.
[A] Budget: Looking for Proposals
[B] Scope of Service:
(1) Vendor needs to provide, replace, update as necessary the phone system at multiple buildings and locations with a modern unified onsite system to address several shortcomings in the current PBX technology, including but not limited to: limited and inadequate functionality for call routing, hunt groups, auto attendant and reporting functions, system with Nortel handsets and utilizes Nortel’s call pilot voicemail system at its main office location, the total phone count includes 4 phones that only have need internal call capability and 2 receptionist phones with sidecars.
- Systems will have the functionality to authenticate users, preferably via Active Directory.
- Systems must have password protection functionality or link to Active Directory.
- System must have the functionality to automatically log users out of the system after a determined period of inactivity.
- System must have the functionality to customize user privileges on a per user role base.
- System must provide logging for user activity such as approvals, requests, policy changes etc. not only within the application but also within the database so that these changes can be reported on.
- System must have the ability to track log in and activity for system administrator.
- System must have a rigorous development practice to support ongoing maintenance version releases, patches updates, etc. which will provide a holistic, secure operating platform.
- System will provide single-sign-on for the contact center platform.
- System must have the ability to utilize automatic number Identification for call routing.
- System must have the capacity to route calls to the next available agent across multiple sites including an at-home agent network.
- System must have the capability to support unlimited skills, provide detail of specific limitations.
- System must allow unlimited assignment of skills and skill levels to agents, provide detail of specific limitations.
- System must allow agent to login to all skills simultaneously.
- System must provide ability to create a virtual call routing network across multiple call center
sites.
- System must provide ability to route calls based on an individual agent's work occupancy.
- System must provide ability to set queue thresholds facilitating movement of calls to secondary
queues.
- System must provide capability to manually overflow or reroute calls to alternative sites.
- System must provide a fully functional environment to test routing scenarios prior to production
installation.
(2) All questions must be submitted no later than February 6, 2019.
[C] Eligibility:
- Onshore (USA Only);
[D] Work Performance:
Performance of the work will be Onsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: February 20,2019
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$
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Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : SW-21390
Government Authority located in Arkansas; USA based organization looking for phone system.
[A] Budget: Looking for Proposals
[B] Scope of Service:
(1) Vendor needs to provide, replace, update as necessary the phone system at multiple buildings and locations with a modern unified onsite system to address several shortcomings in the current PBX technology, including but not limited to: limited and inadequate functionality for call routing, hunt groups, auto attendant and reporting functions, system with Nortel handsets and utilizes Nortel’s call pilot voicemail system at its main office location, the total phone count includes 4 phones that only have need internal call capability and 2 receptionist phones with sidecars.
- Systems will have the functionality to authenticate users, preferably via Active Directory.
- Systems must have password protection functionality or link to Active Directory.
- System must have the functionality to automatically log users out of the system after a determined period of inactivity.
- System must have the functionality to customize user privileges on a per user role base.
- System must provide logging for user activity such as approvals, requests, policy changes etc. not only within the application but also within the database so that these changes can be reported on.
- System must have the ability to track log in and activity for system administrator.
- System must have a rigorous development practice to support ongoing maintenance version releases, patches updates, etc. which will provide a holistic, secure operating platform.
- System will provide single-sign-on for the contact center platform.
- System must have the ability to utilize automatic number Identification for call routing.
- System must have the capacity to route calls to the next available agent across multiple sites including an at-home agent network.
- System must have the capability to support unlimited skills, provide detail of specific limitations.
- System must allow unlimited assignment of skills and skill levels to agents, provide detail of specific limitations.
- System must allow agent to login to all skills simultaneously.
- System must provide ability to create a virtual call routing network across multiple call center
sites.
- System must provide ability to route calls based on an individual agent's work occupancy.
- System must provide ability to set queue thresholds facilitating movement of calls to secondary
queues.
- System must provide capability to manually overflow or reroute calls to alternative sites.
- System must provide a fully functional environment to test routing scenarios prior to production
installation.
(2) All questions must be submitted no later than February 6, 2019.
[C] Eligibility:
- Onshore (USA Only);
[D] Work Performance:
Performance of the work will be Onsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: February 20,2019
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$