The Vendor is required to provide the implementation of cloud-based (HOSTED) voice over internet protocol (VOIP) telephony services.
- Underlying service provider: the underlying service provider (USP) of hosted VOIP services requirements:
• USP must directly own and operate all hardware and software required to provide its hosted VoIP service. USP may not “white label” services provided by a third-party owner/operator.
• USP must maintain a minimum of two diverse network operation centers (NOCs); each NOC must be located in a diverse metropolitan area.
• USP must provide 24x7x365 state based support call centers, accessible to both the USP agent/partner and client end user.
• USP must have a minimum of 15 years of experience in the telecommunications industry.
• The Vendor of VoIP services must meet the following requirements:
• Vendor must be state-based with preference of local, state-based support staff, and available 24x7x365 for customer support. • Bidder must be the underlying Hosted VoIP provider, and not merely the agent of a 3rd party. Bidder must provide its own full-time support staff, and not outsource to another company.
• Vendor must facilitate one to two-day advanced replacement of VoIP telephone devices. Understood and agreed.
• Automated Call Distribution (ACD) or Queueing ability for groups and departments, including all features available and the cost of each.
• Video conferencing/Online video and screen-sharing meeting functionality - what is included at no extra cost and what features are at additional costs.
- Contract Period/Term: 5 years
- Mandatory Site Visit Date: March 20, 2024