The Vendor is required to provide Voice over Internet Protocol (VoIP) and Call Center Managed Services in support of department.
- VoIP and call center managed services include:
• maintain a working cisco WebEx call center enterprise environment by monitoring faults, configuration, performance, and security that integrates with department business processes, which will allow department to focus on core competencies and department business goals
• provide a system architecture document that outlines the capabilities of the management tools available
• provide tier ii and tier iii support, systems monitoring and best practices
• provide proactive maintenance
• monitor system and create alerts if problems are detected
• maintain the infrastructure, OS quarterly patching, and monitoring of all production and nonproduction environments
• provide 24x7x365 proactive management and support of infrastructure and applications
• minimize downtime and the impact of downtime from infrastructure and application upgrades and patches
• provide services throughout the department enterprise including physical location sites and manage multiple environments to support development, testing and production
• lead or assist with changes to the call flow across the environments
• provide department with a cost-effective approach based on a monthly fixed fee.
- Managed services: VoIP, WFO, & call center
• A managed services agreement to ensure the seamless operation and optimization of its unified communications, cisco WebEx call center, county on premise, and county cloud platforms.
• Services includes comprehensive support, troubleshooting, configuration, enhancements, upgrades, proactive oversight of daily operations and platform monitoring.
- The support is break-fix reactive support to repair defects in the network as well as proactive maintenance to mitigate unwanted downtime.
- Contract Period/Term: 1 year
- Pre-Proposal Conference (Non-Mandatory) Date: May 2, 2025
- Questions/Inquires Deadline: May 15, 2025