Unified Communications and Telephony Implementation Solution

The Vendor is required to provide to procure a comprehensive, cloud-based Unified Communications as a Service (UCaaS) solution, inclusive of contact center capabilities, integrations, implementation, and ongoing support.
- System that delivers enterprise-grade voice, collaboration, messaging, and customer experience (CX) functionality.
- Provide all licenses, subscriptions, services, and support necessary to deliver a fully functional system.
- At a minimum, the system shall include:
•    Enterprise-grade VoIP telephony
•    Integrated messaging, presence, and collaboration tools
•    Native or fully supported Microsoft Teams integration
•    Contact center / customer experience functionality
•    Centralized administration and reporting
•    Redundancy, failover, and disaster recovery capabilities
- Core UCaaS Functionality
•    Unlimited domestic calling (inbound and outbound)
•    Auto attendants, hunt groups, and call queues
•    Voicemail with voicemail-to-email and voicemail transcription
•    Call recording, monitoring, and analytics
•    Mobile, desktop, and web-based softphone applications
•    SMS/MMS messaging (where supported)
•    E911 services with dynamic location support
- Microsoft Teams Integration
•    Place and receive PSTN calls directly within Microsoft Teams
•    Use Teams as a primary softphone interface
•    Maintain synchronized presence and call status
•    Seamlessly transition between UCaaS and Teams features
- This integration must:
•    Support inbound and outbound calling
•    Preserve caller ID and call quality
•    Be fully supported by the vendor
•    Require minimal additional licensing or third-party dependencies
- Active Directory Synchronization
•    Automated user provisioning and de-provisioning
•    Synchronization of user attributes (name, email, extension, department, etc.)
•    Role-based access control
•    Support for single sign-on (SSO) using industry-standard protocols
- Call Accounting
•    Provide complete history of all internal to internal, internal to external and external to internal calls
•    At least five (5) years of history must be preserved
•    Ability to generate Departmental invoices based on calls and cost per minute
- Ability to schedule so the message can run on a certain date at certain times but switch back to a generic message such as “there are no alerts at this time” when no notification is needed
- Ability for employees to use a button on the device to begin recording a phone conversation
- The solution must include a contact center platform providing Omni channel customer engagement capabilities, including, but not limited to:
•    Inbound and outbound voice queues
•    Skills-based and rules-based routing
•    Interactive Voice Response (IVR)
•    Agent and supervisor dashboards
•    Real-time and historical reporting
•    Call recording and quality management tools
- The platform should support multiple customer interaction channels, which may include:
•    Voice
•    Email
•    Web chat
•    SMS/text messaging
- The vendor shall be able to provide comprehensive implementation, service and support. This must include, at a minimum:
•    Coordination with the County and/or its consultant to review deployment plan, site readiness and technical objectives
•    Remote project management and implementation planning
•    System configuration and customization
•    Number provisioning, user assignments and licensing
•    Number porting, cutover and activation
•    Integration setup (Microsoft Active Directory, Microsoft Teams, Service platform)
•    User and administrator product training
•    Testing, acceptance, and go-live support
•    24/7 technical support
•    Proactive monitoring and maintenance
•    Software updates and feature enhancements