The Vendor is required to provide the contact center as a service (CCaaS) solution with conversational AI.
- Provide detailed information on the product development roadmap and include details of how the solution will support future growth.
- The history of your solution, including initial release dates, current version numbers and development history (for example, whether the offerings were developed as a marketable package, or as a solution for a particular organization).
- Indicate which third-party software packages will be included in the proposed solution; include history of each.  
- List all native connectors you have for out-of-the-box third party applications.
- Approach to support and integrate with district’s related applications such as CRM, ERP epic, service now, sail point, workday, active directory, IMPRIVATA, amcom smart center and cisco UCCE.  
- Solution enables administrators to build and/or modify the entire contact center platform, and if this is achieved via single GUI/browser-based tool.
- Numbers, sites, media types, business rules, agents, agent groups, skills and so forth are added, defined and organized by administrators.
- Provide specific details on how each digital channel is set up and administered; address the need for corporate or proprietary servers, gateways and other sources.
- Highlight other features that make administration more efficient such as the ability to retain agent preferences and skills assignments when moved.
- Administrators can access the solution; identify if there is a limit for any concurrent login sessions and is there a cost associated with additional needs.   
- Administrators can access the solution; identify if there is a limit for any concurrent login sessions and is there a cost associated with additional needs.   
- The tool(s) and interfaces used to build interactive response solutions and the differentiating benefits.  - The ability to leverage data from third-party applications for continuous improvement and the ways your solution ultimately improves self-service and automation.
- Platform routes voice, email, web/SMS chat, social and mobile app channel interactions to form a single, blended queue.  
- Highlight how it reduces call-waiting times and improves connection accuracy; explain agent assignment, based on groups/queues, skills, media prioritization, media escalation, etc.
- Support for chatbot/virtual agent technology to automate responses to simple interactions, along with the ability to transfer to an agent, with context, when relevant.  
- The solution leverages advanced conversational AI capabilities to manage complex messages effectively, facilitating call deflection.
- The solution leverages advanced conversational AI capabilities to manage complex messages effectively, facilitating call deflection.
- The ability to interact with third-party applications to get data for all media routing and queueing decisions, and to post activities.
- Confirm which social channels are supported and where they require features to be set up within the social network itself in order to work with your solution.
- Ability to share interaction and agent productivity data with a workforce engagement (WEM) application.
- The agent desktop environment; highlight its key features and benefits, as compared with your competitors; include details on how it supports the agent’s ability to handle a high volume of contacts across email, web/SMS chat, social and voice channels, while maintaining a high-quality customer experience.
- Feature support differs for a hybrid/remote agent and VMware horizon.
- System’s ability to build and integrate with mobile apps and mobile web tools; include capabilities such as visual interactive voice response (IVR), estimated wait time and callback scheduling.
- Customer interaction data is passed from the mobile environment to the contact center to enhance routing and prioritization decisions, and how that data can be made available to agents.
- Solution’s call-recording features and the ability to define what gets recorded, how and when; explain the architecture of how voice is recorded, stored and accessed, and provide clear details of its limitations.
- Solution’s ability to record one or multiple agent desktop screens (three or more), including after-call work.
- The work will be performed onsite at agency health and remotely as needed.
- Contract Period/Term: 5 years
- Pre-bid Meeting Date: May 12, 2025
- Questions/Inquires Deadline: May 14, 2025