License and Implementation, Contact Center Solution

The Vendor is required to provide a contact center solution license, along with configuration and design services related to implementation of this solution.
- Its current customer experience automation solution:
•    11,015 inbound calls per month;
•    1,102 outbound calls per month;
•    12,117 total voice calls per month;
•    3.18 minutes, average handle time; and,
•    38,000 total voice minutes per month.
- The anticipated outcome of this project is to license and implement a contact center solution.
- Provide professional services to tailor the solution to the County’s needs:
•    Design to include:
o    Discovery;
o    Configuration for multiple queues;
o    Number and IVR routing using existing on-premises IVR
o    Voice mail transfers to MS Teams;
o    Permissions and profiles;
o    Access controls; and,
o    Schedules
•    Configure for SSO integration;
•    Create up to 200 user accounts for administrators, supervisors, and agents; and,
•    Remote training for administrators, supervisors, and agents.
•    Provide support for post-deployment optimization.