Esmeraldas Electrical Rehabilitation - Rfp for Site Survey Engineering Feb 2014 v1 Draft
RFP - IP Telephony & Contact Center v1
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Transcript of RFP - IP Telephony & Contact Center v1
IP Telephony and Contact Center RFP
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Request for Proposal
Frame Agreement for
“IP Telephony and Contact Center”
The information contained herein is the property of “TRUE” and is provided on condition that it will not be reproduced, copied, lent or disclosed, directly or indirectly, nor used for any purpose other than that for which it was specifically furnished. Any copyright included within this document shall remain at all time the sole property of “TRUE”, Thailand
Author Sanphasak Nitinthorn
Category Specification
Division Telephony System Control
Department Customer Management / Technical & Infrastructure
Confidential Status Confidential
Document Reference
Document Revision 1.0
IP Telephony and Contact Center RFP
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Document Control
Document Release History
Version Changes/Updates Prepared by Released Date
0.1 Initial draft Suriya Sanboriboonsuk
Oct 31,2012
0.2 Initial Final Sanphasak Nitinthorn Nov 28, 2012
1.0 Revised Final Sanphasak Nitinthorn Dec 14, 2012
IP Telephony and Contact Center RFP
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Approval and Responses
Approved by Position Signature & Date
Sanphasak Nitinthorn Assistant Director
Telephony System Control ( / / )
Wilai Taseethong Acting Deputy Director
Technical & Infrastructure ( / / )
Oranuj Khunvasi Director
Customer Management ( / / )
( / / )
( / / )
( / / )
( / / )
( / / )
( / / )
( / / )
IP Telephony and Contact Center RFP
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Distribution List
Name Position
Vatcharakong Phattharakritthikhun IT Specialist Telephony Development & Platform
Suriya Sanboriboonsuk Manager Telephony Operation
Sanphasak Nitinthorn Assistant Director Telephony System Control
Schedule
RFP Issue Period: 1st week of December 2012
Proposal Submission Period: 3rd
week of January 2013
Bidder Presentation & Clarification Period: 4th week of January 2013
Selection Period: February 2013 - March 2013
IP Telephony and Contact Center RFP
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Table of Content
1. INTRODUCTION ................................................................................... 4
2. PUBLICITY ........................................................................................... 4
3. BIDDER'S RESPONSIBILITY ............................................................... 4
4. SCOPE OF WORK................................................................................ 5
5. DEFINITIONS ........................................................................................ 5
6. LANGUAGE OF THE PROPOSAL ....................................................... 6
7. STATEMENT OF COMPLIANCE .......................................................... 6
8. REQUIREMENTS.................................................................................. 7
9. PROJECT STRUCTURE....................................................................... 9
10. WARRANTY, AFTER WARRANTY SUPPORT AND DEFECTS AND TECHNICAL SUPPORT ................................................................................ 9
11. OWNERSHIP AND RISK OF LOSS .................................................... 10
12. INSURANCE ....................................................................................... 10
13. UNDUE INFLUENCE .......................................................................... 11
14. RIGHT OF CHANGES ........................................................................ 11
15. NOTIFICATION OF AWARD .............................................................. 11
16. RIGHT TO ACCEPT OR REJECT ANY OR ALL PROPOSALS ......... 12
17. COST OF PROPOSAL PREPARATION AND SUBMISSION ............. 12
18. COMMERCIAL TERMS ...................................................................... 12
19. PROPOSAL SUBMISSION ................................................................. 14
20. ANNEX 1: STATEMENT OF COMPLIANCE ...................................... 15
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1. INTRODUCTION
This document specifies the proposals required from suppliers for the provision of Call Center Telephony System for True Corporation. True Corporation is looking to find the supplier to propose the new telephony system with high reliability or expand the existing system for Harbor Mall Chonburi and CP Land Khon Kaen site. In case of the new telephony system with the high reliability must be integrated seamlessly with the existing telephony system (Avaya) as if of the same single system and functions are similar or better than the existing telephony system. The new telephony system with high reliability must serve BCP (Business Continuity Plan) and able to recover system quickly if the system go down or the system failure. To have a better understanding of the requirements to support True others projects are also included into this RFP. Therefore this RFP will consist of the following separately funded projects: 1.1 Chonburi Site (Harbor Mall) 650 seats. 1.2 Khon Kaen Site (CP Land) 900 seats 1.3 CTI upgrade/replacement 1,700 concurrent licenses 1.4 IVR Intervoice IQ Talk 3.x replacement 45 E1s supporting Fax, VXML 2.x and
VXML 3.x. 1.5 Conversion of TDM Trunks 200 E1s to SIP for trunks related to CM which will
enable True to perform Intelligent Customer Routing (ICR). Note: To have even a bigger pictures of True direction there are additional project that are in the work plan such as: 2.1 Predictive Dialer of 500 ports. 2.2 Speech enable project. 2.3 Nice Interaction Analytic 2.4 Voice biometric for authentication and verification 2.5 Voice recording deployment of 700 ports 2.6 Screen capture project
2. PUBLICITY
The Bidder shall not implement the solution without the prior written consent of the
Purchaser advertise or publicly announce that they are undertaking any work for the
Purchaser. The Bidder shall not disclose details of this RFP or any information
provided to them by or on behalf of the Purchaser.
3. BIDDER'S RESPONSIBILITY
3.1. The Bidder has full responsibility to propose the best or appropriate solution
which fit the Purchaser’s requirements as stated in this RFP. If any
requirement is found to be impractical or deficient in anyway, the Bidder
shall propose own detail of solution as deemed appropriate.
3.2. The Bidder may propose to use Bidders for portions of the work in this RFP.
The proposed Bidders with company profiles and experiences shall be
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submitted with the Proposal and subject to approval by the Purchaser. The
Purchaser reserves the right to accept or reject the proposed Bidders.
3.3. The Bidder shall remain full responsibility to the Purchaser for the work
performed by Bidders.
4. SCOPE OF WORK
This RFP is intended to specify requirements for Contact Center solutions. The
response to the RFP shall include the compliance statement to Annex 1 onwards. In
order to provide the better understanding, the Bidder shall include the overall picture,
product description, feature lists, project plan of the Contact Center solutions. The
Bidder shall provide system to support multiple business units which include True
Move, Real Move, True Online, True Vision etc. with estimated price for the total of
the solution and price breakdown. However, in the response, it shall be proposed the
solution and/or provide the information which may not be specified in this document,
but it is vital to be notified the Purchaser for the future services in term of flexibility,
expansion, standardization, technology roadmap and market trend.
5. DEFINITIONS
API Application Programming Interface
ACD Automatic Call Distribution
ANI Automatic Number Identification
CDR Call Detail Record
CLI Calling Line Identification
CTI Computer Telephony Integration
DID Direct Inward Dialing
DNIS Dialed Number Identification Service
DR Disaster Recovery
GUI Graphics User Interface
FCR First Call Resolution
IVR Interactive Voice Response
IP Internet Protocol
ISDN Integrated Services Digital Network
NMS Network Management System
PBX Private Branch Exchange
RFC Request for Comments
RFP Request For Proposal
SIP Session Internet Protocol
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SMS Short Message Services
SMTP Simple Mail Transfer Protocol
SNMP Simple Network Management Protocol
6. LANGUAGE OF THE PROPOSAL
The Proposal, as well as the accompanying documents shall be in English.
7. STATEMENT OF COMPLIANCE
7.1. It is mandatory that the Bidder shall submit a Statement of Compliance to
Purchaser.
7.2. The Bidder shall respond to all specified commercial and technical
requirements.
7.3. In the Statement of Compliance the Bidder shall clearly state either;
(A) Meet the requirements of the RFP fully, and the reason; (Full
Compliance or FC). If Full Compliance identify whether the proposed
solution meet the requirements without any additional cost
(B) Meet the requirements of the RFP partially or by an alternative, but
similar solution and the reason thereof; (Partial Compliance or PC)
(C) Cannot meet the requirements of the RFP, and the reason why not;
(Not Compliance or NC)
(D) Require development to meet the requirements of the RFP and the
reason thereof; (Required Development or RD)
7.4. The Purchaser reserves the right to presume ‘non compliance’ for the item
that lacks sufficient clarification.
7.5. Where appropriate the Bidder shall state the intended method of achieving
the specified requirements by providing all technical information, diagrams
and drawings.
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8. REQUIREMENTS
The Existing System Diagram
Contact Center Configuration Summary
The existing system
System Brand Version Physical Interface
Connectivity User Licenses Note
PABX Avaya
Communication Manager
5.2.1 TCP/IP 9500
High Availability
ACD Avaya 5.2.1 TCP/IP 5400 High Availability
ACD Reporting Avaya CMS 16.3 TCP/IP 5400 agent seats/240 sups High Availability
Voice Recording NICE 3 and 4.1 TCP/IP NP 3 1068, NP4.1 430
NP 3 is In the process of upgrading to NP 4.1
Work Force Management IEX 3.12.5 TCP/IP 1949
Maybe upgrade to 4.x or replace with other WFM
product
CTI Softphone Avaya 7.0.4 TCP/IP 1500
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The New Requirements
Contact Center Configuration Summary
The New Requirement
System Brand Version Physical
InterafaceConnectivity User Licenses Note
PABX NA NA TCP/IP 9500
High Availability
ACD NA NA TCP/IP 5400 High Availability
ACD Reporting NA NA TCP/IP 1700 agent seats/240 sups High Availability
Locations
Tayan Building (True Tower 2)
Tayan building is the main site which all of Avaya servers, the existing adjunct and other thirty party servers located. True Corp needs to make sure that it works well and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products such as CTI, Voice recording, PDS etc..
CP Tower 2 (Fortune)
CP2 Tower 2 is the second site which supports 30% of customer management agents in Bangkok. It is also the main site for True Touch (Outsource Call Center). True Corp needs to make sure that it should work and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products.
True Tower
True Tower is non CM users such as Network Operation Center team that
support least line customer, True IT help desk, True marketing research team etc. True Corp needs to make sure that it works and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products.
Ital Thai Tower
Ital Thai Tower is CM that support 1177 service. True Corp needs to make sure that it should work and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products.
Tipco Tower
Tipco Tower is CM True Vision call center that support paid TV. True have planned to decommission this site around midyear of 2013. True Corp needs to make sure that it works and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products.
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Mahanakorn Gypsum Building
Mahanakorn Gypsum Building is CM True Move, Real Move (TMV-H). True have planned to decommission this site around midyear of 2013. True Corp needs to make sure that it works and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products.
Harbor Mall (Sriracha, Chonburi)
Harbor Mall is the active and DR (Disaster Recovery) site, telephony server and ACD server this site will take over all sites instead of the main telephony and the main ACD. Total seats capacity for this site is 650 seats.
Khon Kaen
This site is scheduled to be completed by April 2013. Total seats capacity for this site is 900 seats.
9. PROJECT STRUCTURE
The Bidder shall provide at least the following information to ensure the capability to
deliver the project.
(A) Project Structure and Manpower
(B) Technical Support both local and overseas
(C) Profiles of Key people
(D) Responsibility Matrix
(E) Escalation Process related to project delivery and implementation
(F) Project Progress Reporting and Meetings
10. WARRANTY, AFTER WARRANTY SUPPORT AND DEFECTS AND
TECHNICAL SUPPORT
10.1. The Bidder shall guarantee the performance of the proposed system under
normal operation condition for a period of twelve (12) calendar months after
the date of Final Acceptance Certificate (FAC). Any fault occurring during the
Warranty Period shall be repaired, replaced or rectified promptly by the
successful Bidder at no extra charge to the Purchaser and at the SLA
requested by the Purchaser.
10.2. The Purchaser shall have the right at any time during the period of this
warranty, irrespective of prior inspection or acceptance, to reject any goods
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or services not conforming to the specified standards and to require that the
successful Bidder, at their own expense, correct or replace such goods or
services with conforming goods or services. In the case of the replacement of
any defective goods within the Warranty Period, the above mentioned
Warranty Period for the replaced items shall again be applied after the date
of final reacceptance.
10.3. The Bidder shall propose the price calculation method for After Warranty
Support as part of the proposal. The Purchaser reserves the right to decide if
to purchase at the later stage.
10.4. If during the Warranty Period any item of the Deliverable is taken out of
service, the Warranty Period applicable to such item shall be extended
further by a period equal to the period that the item is taken out of service.
11. OWNERSHIP AND RISK OF LOSS
11.1. Ownership of all supplies or deliverables shall be transferred to the
Purchaser upon delivery and acceptance.
11.2. Risk of loss of all supplies or deliverables shall be transferred to the
Purchaser upon PAC.
12. INSURANCE
12.1. The Bidder shall take out and maintain insurance in relation to the
Deliverable as set forth below. The terms of all such insurance and the
identity of the insurers shall be subject to the approval of the Purchaser (not
to be unreasonably withheld) and shall (i) allow the assignment of all such
insurance to entities providing credit to the Purchaser and name Purchaser
and such entities as additional insurers or loss payees, as the case may be,
(ii) provide that cancellation, non-renewal or material modification shall not
be effective without thirty (30) days prior written notice to the Purchaser, (iii)
be primary, and not contributing, with any insurance maintained by the
Purchaser, (iv) not have a deductible greater than 300,000 Thai Baht per
loss and if losses occur within 72 hours shall count as 1 loss, and (v)
contain a waiver of subrogation clause in favour of the Purchaser and any
company standing in relation of parent to subsidiary to the Purchaser,
subsidiary to parent to the Purchaser and directors partners proprietors
and/or employees representatives of the Purchaser. The Bidder shall
provide to the Purchaser all certificates of insurance and, upon request by
the Purchaser, copies of all insurance policies.
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12.2. The Bidder shall comply with all terms and conditions of the policies that it is
required to maintain under this Contract and with all requirements of
insurers in connection with the settlement of claims, the recovery of losses
and the prevention of accidents. The Bidder shall bear the cost of all
excesses, deductibles, exclusions or limitations applying under such
insurance.
12.3. If the Bidder fails to maintain the insurance required, then the Purchaser
may procure and maintain any such insurance, pay the requisite premiums
and deduct the amount paid from any monies due to the Bidder, or recover
the same as a debt from the Bidder or forfeit any security.
12.4. The Bidder shall maintain the following insurance coverage for the period
through Final Acceptance, except as stated otherwise:
12.5. If responsibility for loss or damage cannot be allocated immediately to the
rightful party, the Bidder shall assume such responsibility until the loss or
damage can be allocated rightfully.
13. UNDUE INFLUENCE
While the Proposals are under consideration, the Bidders and their representatives or
other interested parties are advised to refrain from contacting by any means any
personnel or representative of the Purchaser on matters relating to the Proposals
under scrutiny. Any effort unduly to influence the Purchaser shall disqualify the
Proposal.
14. RIGHT OF CHANGES
The Purchaser reserves the right to change or modify, as appropriate, to the technical
specifications, configurations and requirements described in this RFP before or after
the submission of proposals from the Bidders. However the change of volume or
quantity to purchase will be done in consultation with the awarded Bidder.
15. NOTIFICATION OF AWARD
The successful Bidder shall be notified by letter that his/her Proposal has been
accepted. The Purchaser also reserves the right to disqualify any Bidder who fails to
enter into a formal contract in the required form.
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16. RIGHT TO ACCEPT OR REJECT ANY OR ALL PROPOSALS
16.1. The Purchaser does not bind itself to accept the lowest or any Proposal and
reserves the right to accept all or any part of any Proposal. The ordering of
equipment and services referred to in this RFP shall be entirely at the
discretion of the Purchaser. Any Contract resulting from a Proposal will
contain a minimum requirement but other items may be selected from time
to time at the option of the Purchaser for the supply at the Proposal Prices.
The Bidder shall confirm that this is understood.
16.2. The Purchaser reserves the right to waive such formalities in any Proposal
as it considers appropriate and to reject any or all the Proposals and to
accept the lowest or any other Proposal which is considered to be in the
best interest of the Purchaser.
16.3. “True Touch”, or its representatives, will not give reasons to any potential
Bidder why any Bidder was, or was not, selected.
17. COST OF PROPOSAL PREPARATION AND SUBMISSION
Each Bidder shall be entirely responsible for and shall bear all costs associated with
the preparation and submission of the Proposal and the Purchaser shall have no
responsibility or liability in this respect irrespective of whether the Proposal is
awarded or cancelled or awarded to the Bidder of the Purchaser’s choice.
18. COMMERCIAL TERMS
BOND
Advance Payment Bond
Amount equal to Advance payment.
Submission date: On effective date of contract or on the date before advance payment is made.
Period shall cover the period until the Bidder has fulfilled its obligation under the bond.
Performance Bond
Amount 10% of the total contact price
The Bidder shall deliver the performance Bond to “True Touch” within
21 Days
Submission date: On the effective date of the contract
Period: From the contract effective date to Final Acceptance Certificate (FAC) signed off date
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Warranty Bond
10% of the contract price
Submission date: On the sign-off date of the Final Acceptance Certificate (FAC)
Period: Cover the warranty period
Terms and Conditions
Compensation of Delay
Each day or part there of zero point one percent (0.1%) of the project value
Standard Payment Terms
10% Contract Execution vs. Advance Payment Bond
40% Provisional Acceptance Certificate (PAC)
50% Final Acceptance Certificate (FAC)
The Bidder shall maintain spare parts & technical support for 5 years
Contract Price and Delivery Terms
“True Touch” shall be entitled to withhold taxes, other taxes or any
deductions (if any) required under Thai laws on all payments payable to
the contractor under this agreement. “True Touch” shall promptly pay
such withholding taxes to the appropriate government authorities and
shall transmit to the contractor an official tax receipt or other document
issued by the appropriate tax officials evidencing such payment
The contract price set is denominated in US Dollar (USD), all payments
under this agreement shall be converted to Thai Baht (THB) using an
exchange rate quoted by the Bank of Thailand on the sign-off date of the
invoice.
The contract price is to be considered as maximum prices, which are
valid until end of the warranty period.
Unit price (for additional order) shall be firmed and fixed not less than the
warranty period.
Deliver Duty Paid Terms
The Works price under the Purchase Order is exclusive of Thai value
added tax at the rate and in the manner for the time being prescribed by
law but inclusive of the withholding tax (which the Customer shall be
entitled to withhold from entirety of the price under the Purchase Order,
as appropriate) and custom duties, levies, charges for any physical
importation in Thailand and DDP (Site) in accordance with INCOTERMS
2010.
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19. PROPOSAL SUBMISSION
The Bidder's proposal document shall be submitted into 5 (five) sealed and
separated envelopes.
o Commercial Proposal: 1(one) signed Hardcopy and 1 (one) Softcopy
in CD
o Technical Proposal: 2(two) signed original set and 1(one) Softcopy in
CD
The Proposals shall be signed by person(s) duly authorized to bind the
Bidder. The Bidder shall submit the requisite power of attorney indicating
such authority. Any corrections, deletions or overwriting in the Proposal shall
be duly initialled by the person who signs the Proposal. Any amendment,
correction, cancellation or suppression of a Proposal by a Bidder shall be
before the closing date of Proposals submission being 5.00 PM (ICT-
Indochina Time, UTC/GMT +7:00 hour), and shall be signed by the same
person who signed the original Proposal.
The Proposals shall be addressed to:
Mrs. Sasiwan Rungthong
Mr. Kittipong Pulsawas
Procurement Department 20th Floor, 18 True Tower,
Ratchadapisek Road, Huai Khwang,
Bangkok 10310. THAILAND. In the evaluation and examination of Proposals, the Purchaser may seek
clarification from the Bidders. However, Bidders should only provide the
clarification asked for and shall not in any way cause any change in the
substance of the Proposal prices.
The Bidder is to be prepared to answer the Purchaser’s queries on their
Proposal and to attend formal meetings with the Purchaser’s staff during the
evaluation period.
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20. ANNEX 1: STATEMENT OF COMPLIANCE
Requirements FC PC RD NC Remark
Part A : PABX , ACD System , Adjunct Integration
A1 The bidder shall provide non-interruption to the call center
during the upgrade and expansion system.
A2 The proposed system must have dynamic licensing. We need
the basic ACD license at 1,500 licenses.
A3 The system has the burst license feature or pay per used
feature.
A4 The proposed system must have the capabilities to provide a
centralized management system. Call center manager shall have
a capability to monitor multi-site performance from one screen and
/ or one report.
A5 The proposed system must have intelligent functions and
features. Describe the advanced features of the proposed system.
A6 The proposed system must provide robust and high security
control system.
A7 The proposed system must support IP, SIP, analog and digital
protocol.
A8 The proposed system must be highly scalable and flexible for
multi-site.
A9 The proposed system must not be obsolete within five years
from system commission date. Otherwise, the bidder shall provide
the replacement free of charge.
A10 The bidder shall provide temporary equipment during the
relocation in order to ensure no service interruption.
A11 the system can utilize the existing system, or integrate with
the existing system.
The existing Telephony
The existing call center report management
CTI,
IVR,
NICE,
IEX,
Personal Greeting
A12 The proposed system serve 24*7 operation.
A13 The system shall keep above report up to one year.
A14 The standby system can take over immediately after the main
site go down.
A15 The maximum concurrent
At least 5000 concurrent Calls handled by the system.
A16 At least 5000 concurrent call handled by the system.
A71 At least 2000 skills in the system 2.1.17
A17 The non-blocking percentage shall be less than one percent.
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Requirements FC PC RD NC Remark
A18 What is the operating system of the proposed system can support?
UNIX
Solaris
Linux
Windows
A19 What are the operating systems required for the Client side?
Windows XP
Windows 7
A20 The system support full multi-site operations.
A21 Does the proposed system use self-diagnostics?
A22 What standard communication signaling /protocols does your system support? EURO-ISDN ISDN-QSIG QSIG Supplementary Services, DID R2-MFC IP Trunk SIP Trunk
A23 The proposed solution support external music on-hold source
A24 The proposed system allows multiple music to be played. Different music shall be played on different kind of calls. There must be same music for call waiting and call on hold on the same type of call.
A25 The proposed system provides both technology of hard-phone and soft-phone set with same functionality.
A26 The proposed soft-phone work on PC-LAN based.
A27 The proposed system route the customer's call by ANI, DNIS, CLI, or CED?
A28 The maximum number of configurable agents that proposed system can support.
10 >
10 <
20 <
30 <
40 <
A28 The maximum number of queuing and routing conditions use from variables that system can provide.
10 >
10 < 20 < 30 < 40 <
A30. What is the database engine and platform for ACD reporting system?
MS SQL
Oracle
Informix
Other
A31 The ACD has the ability to be functionally divided trunks into unlimited groups, with trunk group members (ports) assigned to logical trunks groups.
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A32.1 Incoming Call Routing and Overflow.
Can the system provide the ability to automatically route incoming calls to alternate groups within the ACD dependent upon incoming call volume and/or number of calls waiting in queue, so each group and/or trunk group will have the ability to overflow uniquely, dependent upon business requirements and a rule set in the proposed system? How can the proposed system be set up for this rule?
2.3
A32.2 Incoming Call Routing and Overflow.
Can the system use priority queuing to place call in a predetermined order
A32.3 Incoming Call Routing and Overflow Can the system dynamically change the priority level of a call in response to certain events (i.e. caller's response to a prompt, exceeding a queuing time threshold, etc.)?
A32.4 Incoming Call Routing and Overflow The proposed system has the priority levels.
A32.5 Incoming Call Routing and Overflow When overflow occurs, can the system allow for simultaneous scanning to previous groups in order to insure that the call is handled by the first available agent in the primary or secondary group (simultaneous queuing)?
A32.6 Incoming Call Routing and Overflow Does the proposed system provide ‘look-ahead’ functionality to see the best routing of calls before overflow?
A32.7 Incoming Call Routing and Overflow Does the proposed system do dynamic or conditional routing?
A32.8 Incoming Call Routing and Overflow Does the system can provide the intelligent queuing, simultaneously queuing both sites?
What statistic report and on-line monitoring will be in this case, i.e. will report treat the call as one call for both sites or two calls?
A32.9 Incoming Call Routing and Overflow Does the system provide agent skill based routing?
A32.10 Incoming Call Routing and Overflow Does the system provide ‘same agent’ routing? Calls shall be routed to the same agent who handled the customer before.
A32.11 Incoming Call Routing and Overflow Does the system provide customer segmentation based routing?
A32.12 Incoming Call Routing and Overflow Can the ACD distribute calls equally to agents within an assigned group or skill, with calls assigned first to agents who have been available the longest?
A32.13 Incoming Call Routing and Overflow Can the system segment the agent pool into smaller groups based upon specific skill sets (bilingual, training or experience level, product knowledge, etc.)?
A32.14 Incoming Call Routing and Overflow What is the maximum number of skill sets defined within the ACD, and per agent?
A32.15 Incoming Call Routing and Overflow Are the incoming calls able to be queued simultaneously to as many skill sets? Please explain in detail how the proposed system supports skills-based routing, and queuing?
A32.16 Incoming Call Routing and Overflow What is the maximum number of each group/skill set to which a call may be simultaneously queued?
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A32.17 Incoming Call Routing and Overflow Can the proposed system provide hierarchical group of agents for more than 3 levels from agent to management level?
A32.18 Incoming Call Routing and Overflow May agents belong to more than one group? If so, how many
A32.19 Incoming Call Routing and Overflow Does the proposed system use conditional call routing? Please provide a list of the condition that can be used in call routing.
A32.20 Incoming Call Routing and Overflow List and describe the system variables that can be used by the proposed system to conditionally route calls.
A32.21 Incoming Call Routing and Overflow Please state the number of priority levels available within call processing tables.
A32.22 Incoming Call Routing and Overflow The proposed system must have the capability of notifying callers of expected wait times. Describe the basis of calculating wait time.
A32.23 Incoming Call Routing and Overflow
What capabilities are offered for use in following up on abandoned calls so agent can call back the abandoned caller?
A32.24 Incoming Call Routing and Overflow Does the system retain the caller’s position in queue after transferring to an IVR or other auxiliary device?
A32.25 Incoming Call Routing and Overflow Can the system announce the digits stored in the variable to the caller as spoken digits or as a number?
32.26 Incoming Call Routing and Overflow Does the proposed system support multi-stage queuing?
A32.27 Incoming Call Routing and Overflow Describe the ability of the proposed system to route based on the time of the day and the day of the week. Routing must recognize specific dates such as holidays shall be scheduled up to a year in advance.
A32.28 Incoming Call Routing and Overflow Describe the ability of the proposed system to play an announcement that asks the caller to respond to a question by dialing a digit and then goes to another step in the route or to another route, depending on the digit entered.
A32.29 Incoming Call Routing and Overflow Does the system allow call to be routed to another agent when the call is presented to an agent and is not answered within defined able time frame?
A33.1 Agent Training Level Routing
Does the system provide agent training level routing? System administrator can set certain percentage of calls that the agent who is on training shall take. For example, if an agent is on training of skill ‘billing mobile’, no more than twenty percent of her total calls shall be on ‘billing mobile’.
A33.2 Agent Training Level Routing
Can the percentage of training level set by supervisor? If yes, is the percentage set per agent or or per agent group?
A34.1 Agent Occupancy Based Routing
Does the system provide agent occupancy based routing? Explain how agent occupancy based routing is done.
A34.2 Agent Occupancy Based Routing
Can supervisor set the occupancy rate?
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A35.1 SLA Routing
Does the proposed system have the SLA Routing Policy?
A35.2 SLA Routing Can proposed system separate the agent group to pick up the calls from the same customer group but difference SLA ? True need to compare performance of two skills.
A36.1 Agent Rest Interval
Does the proposed system allow supervisor to set agent rest interval between calls?
A36.2 Agent Rest Interval Can the agent rest interval set by application, agent group, or call center?
A67.1 Call Simulator
Does the proposed system allow administrator to simulate call flow before implementing it in the system?
A37.2 Call Simulator What can be the result of the call simulator, i.e. average call waiting time, abandon rage, service level?
A37.3 Call Simulator Can the audible alerts vary by agent group?
A38.1 Incoming Call Alert. Can the audible alerts vary by agent group?
A38.2 Incoming Call Alert.
Does the proposed system provide a tone and/or a brief announcement of call type?
A38.3 Incoming Call Alert
Does an agent receive visual identification of trunk group or type of incoming call when the call is presented at the agent position?
A38.4 Incoming Call Alert Can the call be connected to the agent without requiring further telephone set operation? (Auto-answer)
A38.5 Incoming Call Alert Can the auto-answer be configurable for each call center? For example, one call center may require auto-answer while another call center may not want auto-answer feature?
A39.1 Agent Greeting
Does the system allow agent greeting from recorded voice?
A39.2 Agent Greeting Can the agent greeting be configurable for each call center and / or for each call type?
A39.3 Agent Greeting
Does the system provide agent script based on call type? What is the maximum number of scripts available in the system?
A40 Abandoned Call Search
Can the system monitor all calls in queue to insure that abandoned calls are removed from the queue, and that statistics are gathered to provide call delay, or abandon type information as stipulated in the management information reporting section of this document? If yes, please give us details of abandoned call statistic information that the proposed system can provide.
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A41.1 Call Hold / Transfer
Can the system transfer calls within the system (to other groups, specific agents, administrative staff, or supervisors), and external to the system? If yes, what are the standard interfaces to connect with the external system?
A41.2 Call Hold / Transfer Can the system provide call and screen transfer for both within site transfer and among site transfer? Explain how it is achieved.
A41.3 Call Hold / Transfer
Does the system provide a dedicated hold button on the agent telephone set?
A41.4 Call Hold / Transfer
Does the MIS system accumulate statistics regarding the amount of time spent in hold for each agent?
A41.5 Call Hold / Transfer
Can the system transfer call by select agent or select by group. Please specify the solution.
A42.1 Agent Headset/Handset Operation (for Hard-phone).
Can the agent telephone support both an agent headset and an agent handset?
A42.2 Agent Headset/Handset Operation (for Hard-phone). Is the agent set equipped with two jacks in order to permit a supervisor to plug into the telephone set for training purposes?
A42.3 Agent Headset/Handset Operation (for Hard-phone).
Does the telephone equip with message in voice mail box indicator?
A43.1 Delay Announcements / Voice Processing. Can the system provide callers in the queue with a variety of announcements, indicating answer delays, estimated queue time, general informational announcements, and providing instructions and/or alternative?
A43.2 Delay Announcements / Voice Processing.
Can the system present callers with looping call delay messages?
A43.3 Delay Announcements / Voice Processing
Can the system provide the ability to announce estimated waiting time and allow caller to hang up, then the system will call the caller when his queue presented to the agent?
A44.1 Agent Interface with both hard-phone and soft-phone
Can the proposed system work with Plantronic headset or Jabra? What Plantonic headset or Jabra models that the proposed system can work with?
A44.2 Agent Interface with both hard-phone and soft-phone Does the proposed system require a unique ID before the telephony set to be functioned?
A44.3 Agent Interface with both hard-phone and soft-phone Does the proposed system allow agent ‘hot seating’?
A44.4 Agent Interface with both hard-phone and soft-phone Does the proposed system allow agent single sign-on for ACD and other applications?
A44.5 Agent Interface with both hard-phone and soft-phone Can agent-set functions be associated with PC “hot keys”? Are the hot key associations modifiable by the user so that collisions with applications are avoided?
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A45.1 AGENT POSITION FEATURES 1.Log-On Identification.
Are agents on the proposed system logically defined, rather than requiring a physical telephone extension and termination?
A45 .1 AGENT POSITION FEATURES 2. Log-On Identification.
Does each agent and supervisor on the system have an individually assigned log-on identification number, which permits individual statistics to be collected by the ACD management information system?
A45.1 AGENT POSITION FEATURES 3.Log-On Identification.
Does the system allow multiple log-on? If yes, is the multiple log-on at different terminals tracked as one "shift"?
A45.1 AGENT POSITION FEATURES 4.Log-On Identification.
Does the agent telephone set use state-of-the-art digital technology, and provide a display of some sort that will keep the agent apprised of number of calls waiting, type of incoming call, number of messages and other applicable information? Please describe the kind of information that can be displayed.
A75.1 AGENT POSITION FEATURES 5.Log-On Identification.
Are agents on the proposed system logically defined, rather than requiring a physical telephone extension and termination?
2.21.2
A45.1 AGENT POSITION FEATURES 6.Log-On Identification.
Does each agent and supervisor on the system have an individually assigned log-on identification number, which permits individual statistics to be collected by the ACD management information system?
A45.1 AGENT POSITION FEATURES 7.Log-On Identification.
Does the system allow multiple log-on? If yes, is the multiple log-on at different terminals tracked as one "shift"?
A45.1 AGENT POSITION FEATURES 8.Log-On Identification.
Does the agent telephone set use state-of-the-art digital technology, and provide a display of some sort that will keep the agent apprised of number of calls waiting, type of incoming call, number of messages and other applicable information? Please describe the kind of information that can be displayed.
A45.2 AGENT POSITION FEATURES Talk Time Reminder
Does the system provide talk time reminder when the talk time reaches threshold? The threshold shall be configurable for each call type, agent group, agent skill.
A45.2 AGENT POSITION FEATURES 1.Call Work, or Wrap-Up.
Do the agent sets have the ability to go into a wrap-up or Call Work state at the completion of a call? Can the Call Work duration time be configured to automatically change to available mode?
A45.2 AGENT POSITION FEATURES 2.Call Work, or Wrap-Up
Is time spent in this work state included in the individual agent, group, and system statistics?
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A45.2 AGENT POSITION FEATURES 3.Call Work, or Wrap-Up
Does the system provide a supervisor with a visual indication of agents spending time in this state? If the system is able to differentiate between wrap-up and after-call states, please explain.
A45.2 AGENT POSITION FEATURES 4.Call Work, or Wrap-Up
Does the system provide call code or transaction code predefined for agent to enter during Call Work mode for tracking call issue? If yes, what is the maximum number of call code the system can define?
A45.2 AGENT POSITION FEATURES 5.Call Work, or Wrap-Up.
Does the proposed system allow multi-level call code? For example, Mobile Billing Bill Dispute.
A45.2 AGENT POSITION FEATURES 6.Call Work, or Wrap-Up.
Does the proposed system default agent to the group of call code based on their skill? For example, mobile call center agent shall not need to enter call code ‘mobile’.
A45.2 AGENT POSITION FEATURES 7.Call Work, or Wrap-Up.
Does the proposed system provide report for call code or transaction code? Does the call code report include talk time, hold time, wrap-up time, and handle time? Describe the detail of the report.
A45.3 AGENT POSITION FEATURES 1.Log-Off
Can the system force agent to log out if defined number of calls are not answered by the agent?
A45.3 AGENT POSITION FEATURES 2.Log-Off
Can the system support the ability for agent time off-line to be tracked by entering a code identifying the reason for going off-line (i.e. break, lunch, training, staff meeting, special project, etc.)?
A45.3 AGENT POSITION FEATURES 3.Log-Off
The codes can be programmed in the system.If yes , please tell.
A45.4 AGENT POSITION FEATURES 1.Supervisory Request for Assistance
Does the agent set have the ability to directly signal the supervisor when the agent requires assistance handling an active call?
A45.4 AGENT POSITION FEATURES 2.Supervisory Request for Assistance Does the ACD system support the ability for agents and supervisors to send messages to each other via the LCD display in the telephone instrument, or Soft-phone on PC?
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A45.4 AGENT POSITION FEATURES 3.Supervisory Request for Assistance
Is the answering of agent requests for supervisor assistance provided on the supervisor's telephone set on a dedicated button appearance, so that the supervisor may readily identify that an agent requires support?
A45.4 AGENT POSITION FEATURES 4.Supervisory Request for Assistance.
Does the Hard phone LCD or soft phone provide identification of the calling agent to the supervisor?
A45.5 AGENT POSITION FEATURES 1.Call Waiting Indicator.
Does the system allow each agent and supervisor set to know the number of calls waiting in queue?
A45.5 AGENT POSITION FEATURES 2.Call Waiting Indicator
How is the indication provided, via a LCD or alphanumeric display, and/or a "calls waiting" indicator light, voice, and/or PC screen?
A45.6 AGENT POSITION FEATURES 1.Trouble Reporting/Trunk Condition Indicator.
Does the agent telephone set have the ability to indicate problems on a particular trunk? How does the system categorize the type of trouble (i.e. "noise", "echo", etc.)?
A45.6 AGENT POSITION FEATURES 2.Trouble Reporting/Trunk Condition Indicator.
Does the proposed reporting provide a summary report of troubles by trunk or circuit?
A45.7 AGENT POSITION FEATURES Remote Agent
Does the proposed solution support individual remote agents to offer identical services as call centers?
A45.8 AGETNT POSITION FEATURES Personnel Agent
Does the proposed system provide the personnel agent feature? Meaning that a group of customers be mapped to a specific agent.
A46.1 SUPERVISOR POSITION FEATURES 1.Management Information Reporting
Do all supervisors have access to real-time agent and queue performance statistics and the ability to run historical/interval reports on demand?
A46.1 SUPERVISOR POSITION FEATURES 2.Management Information Reporting.
Please include your most advanced real-time and historical management information reporting package(s).
A46.1 SUPERVISOR POSITION FEATURES 3.Management Information Reporting
Does the system have a feature to customize the real-time screens used by call center users and managers?
A46.1 SUPERVISOR POSITION FEATURES 4.Management Information Reporting
We would also like to create customized reports in-house using the ACD historical data. Please include highest level custom reporting capability in your quotation.
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A46.1 SUPERVISOR POSITION FEATURES 5.Management Information Reporting.
Does the proposed system provide report and monitoring tool via intranet and / or internet?
A46.2 SUPERVISOR POSITION FEATURES 1.On-line and Quality Monitoring.
Does the supervisor/manager workstation provide real-time information on, at least, the following queue status parameters: number of calls waiting, service level, average speed of answer, average time to abandon, and average queue duration? Describe other information provided for on-line monitoring.
A46.2 SUPERVISOR POSITION FEATURES 2.On-line and Quality Monitoring.
Can the system provide an indication to each supervisor of the status of each agent (i.e., engaged in an ACD call, waiting to accept a call, in after-call work, or inactive)?
A46.2 SUPERVISOR POSITION FEATURES 3.On-line and Quality Monitoring. Can supervisor observe agent real time across all sites?
A46.2 SUPERVISOR POSITION FEATURES 4.On-line and Quality Monitoring.
Can the supervisor monitor an agent's conversation for training or administrative purposes from the supervisor telephone, without plugging in to the agent's telephone set?
A46.2 SUPERVISOR POSITION FEATURES 5.On-line and Quality Monitoring
Does the system provide at least three levels of monitoring: silent monitoring (with and without tone indication to the agent during monitoring); conference monitoring (a three-way connection between caller, agent, and supervisor/manager); and coach monitoring (a one-way connection between the agent and supervisor/manager that enables the supervisor/manager to "guide" the agent through the call without the caller hearing)? Please describe your system's capabilities in detail.
A46.2 SUPERVISOR POSITION FEATURES 6.On-line and Quality Monitoring
Can system allow hierarchical monitoring? Director shall see the overall performance of total call centers. Head of shall see the performance of call center under her supervision, i.e. mobile call center, fixed-line call center, internet call center, outsourcing call center, etc. Call center help desk manager shall see performance of supervisors under her supervision. Supervisors shall see performance of agents under her supervision.
A46.2 SUPERVISOR POSITION FEATURES 7.On-line and Quality Monitoring
Does the proposed system allow authorized user, not system administrator, to change the hierarchical monitoring? For example, group of supervisors under call center help desk manager can be changed. Describe the steps to make such change.
A46.2 SUPERVISOR POSITION FEATURES 8.On-line and Quality Monitoring
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Does the proposed system provide different service levels defined for each call center?
A46.2 SUPERVISOR POSITION FEATURES 8.On-line and Quality Monitoring
Does the proposed system provide service level based on customer segmentation?
A46.2 SUPERVISOR POSITION FEATURES 9.On-line and Quality Monitoring
Can monitoring sessions be scheduled and tape recorded for later review by call center supervisors and managers?
A46.3 SUPERVISOR POSITION FEATURES 1.Voice and Screen Monitoring
Can supervisor monitor agent’s screen together with agent’s conversation without having to sit next to the agent? The monitoring shall be real-time.
A46.4 SUPERVISOR POSITION FEATURES 1.Broadcast Screen
Can supervisor broadcast message to agents’ screen? Describe how it will be done.
A46.4 SUPERVISOR POSITION FEATURES 2.Broadcast Screen
Can supervisor broadcast message to specific agent, agent group, specific call center, site?
A46.5 SUPERVISOR POSITION FEATURES 1.Conference Capability.
Does the system have the capability for agents and supervisors to set up conference calls of at least three parties on demand?
A47.1 Real Time Queue Management
The proposed system provides the real time queue monitoring.
A47.2 Real Time Queue Management
Can the agents see the queue of their skills and pop up on the desktop?
A47.3 Real Time Queue Management
The proposed system provides the call back feature if the system announces the number of queues and give customer the option to hang up for system call back.
A48 Abandon Call Management
The proposed system provides the abandon call management. If the system found the abandon calls and give True the ability to call back the customers.
A49.1 Multi-channel Integration
Can your proposed system integrate with Lotus Notes mail servers regarding to email handling? Please describe the architecture proposed. What is the mail protocol that provide by the system?
A49.2 Multi-channel Integration
Can the system assign both multimedia and voice skill to the agent? For example, one agent can have multiple skill groups such e-mail group and inquiry group, thus the agent can handle both e-mail and voice call.
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A49.3 Multi-channel Integration
Is the system able to set schedule for multi-channel group such work-hour and close hour for this group and how does the system manage the mail flow?
A49.4 Multi-channel Integration
How does the system provide the multimedia channel and support them like a voice channel? Such as E-mail, Web Correspondence, etc?
A49.5 Multi-channel Integration
Does the system provide the history report of the Email agent group?
A49.6 Multi-channel Integration
Can the proposed system send out an alert of voice mail message via e-mail or SMS?
A50.1 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
1.System Reports
Does the proposed system have the HA (High Reliability) feature?
A50.1 MANAGEMENT INFORMATION SYSTEM REPORT
REQUIREMENTS 2.System Reports
What is the fastest refresh rate for real time monitoring report?
= 1 second
= 2 seconds
= 3 seconds
= 4 seconds
= 5 seconds
> 5 seconds.
A50.1 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
3.System Reports The proposed system's ability to track a single call from the beginning to the end of call.
A50.1 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
4.System Reports
Is the reporting system available for IVR ports and other system peripherals?
A50.1 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
5.System Reports
Does your proposed system capture all outbound and inbound call activity to a single source?
A50.1 MANAGEMENT INFORMATION SYSTEM REPORT
REQUIREMENTS 6.System Reports
Does the reporting system provide permissions to access the reports?
A50.2 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
1.Incoming Calls Handled Report.
Does the report show a summary of the interval of time (in seconds) for handling incoming calls?
A50.2 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
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2.Incoming Calls Handled Report.
Does each group of the ACD show the seconds-interval number of abandoned calls within each interval along with the total number of calls received per interval?
A50.2 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
3.Incoming Calls Handled Report
Are totals and averages reported for the time period requested and typically provided in 30-minute increments?
A50.2 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
4.Incoming Calls Handled Report.
Does the report show number of calls handled, abandoned, talk time based on time interval?
A50.3 MANAGEMENT INFORMATION SYSTEM REPORT
REQUIREMENTS 1.Real-time Exceptions Threshold Definition and Display.
Does the system have a screen display available to the designated supervisor to program certain parameters for various call center performance objectives being monitored?
A50.3 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
2.Real-time Exceptions Threshold Definition and Display Does the real-time screen provide an accurate assessment of the group's or call center's current performance versus predetermined objectives?
A50.3 MANAGEMENT INFORMATION SYSTEM REPORT
REQUIREMENTS 3.Real-time Exceptions Threshold Definition and Display
How many thresholds can we have for Types of call and Threshold/call types?
1-5
5-10
11-15
16-20
A50.3 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
4.Real-time Exceptions Threshold Definition and Display Can the threshold be varied based on each call center?
A50.4 MANAGEMENT INFORMATION SYSTEM REPORT
REQUIREMENTS 1 Group and Trunk Utilization Reports (Historical) 1.1.1 Summary Reports
Do the reports recap call center activity, which includes the following items measured in minutes and seconds?
Average number of positions and work state on screen by team
Number of incoming calls during the report period
Number of calls exceeding threshold (i.e. calls waiting in queue longer than x seconds)
Average time in queue by call type
Average time to abandon by call type
Number of abandoned calls
Number of outgoing calls
Percentage breakdown of agent time spent in work state vs. idle or other non-ACD related call activity
Percentage of active work time, defined as the amount of time (including hold time) that an ACD call
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is connected to an agent
A50.4 MANAGEMENT INFORMATION SYSTEM REPORT
REQUIREMENTS 1 Group and Trunk Utilization Reports (Historical) 1.1.2 Summary Reports
In addition to the above information, does the group report show totals by group assignment for the various non-ACD work states?
A50.4 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Group and Trunk Utilization Reports (Historical)
1.2.1 Trunk Reports
Do these reports list by each trunk group by the following items?
Number of trunks in group
Number of incoming calls during report period
Number of abandoned calls
Average holding time on each trunk by call
Average ring time, time in automated attendant, time on queue, time to agent or voice response system
Agent name
Position number
Number of outgoing calls, and telephone number dialled
A50.4 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Group and Trunk Utilization Reports (Historical)
1.2.2 Trunk Reports
Does the system have the capability for generating these reports in half-hour increments, with the supervisor having the ability to change a reporting interval during the course of the day?
A50.5 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
1.Trouble Report Summary
Does the report delineate specific troubles by time of day and trunk identification? Does the report list the time, date, agent identification number, trunk or line identification number, and the type of problem experienced (noise, echo, etc.)?
A50.6 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
1.Agent Activity Report(Real-time and Historical)
1.1 Are the following included in the work summary report for each agent, and by assigned group?
Agent identification number
Group assignment
Total time logged on in minutes and seconds
Time active in various call states measured in minutes and seconds
Number of incoming calls handled
Number of outgoing calls placed
Average talk time for calls handled measured in minutes and seconds
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Time spent in non-ACD work states measured in minutes and seconds
Average active time per call (combining average talk time with after-call work time)
A50.6 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
1.Agent Activity Report(Real-time and Historical) 1.2 In addition to the above information, does the system have a sign-on log tracking each agent with an identification number, the date and time of sign-on and sign-off, and non-ACD work states of any duration (lunch, coffee breaks, etc.)?
A50.6 MANAGEMENT INFORMATION SYSTEM REPORT
REQUIREMENTS 1.Agent Activity Report(Real-time and Historical) 1.3 Does the reporting system provide outbound reports?
A50.6 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Agent Activity Report(Real-time and Historical)
1.4 Does the reporting system provide supervisor activity reports?
A50.6 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS 1.Agent Activity Report(Real-time and Historical)
1.5 The system makes its data available to 3rd
party reporting tools.
A50.7 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
The pre-requisite for support personnel to customize the report? Is the training included in this proposal?
A50.8 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
Can you supply database entity and description to True?
A50.9 MANAGEMENT INFORMATION SYSTEM REPORT
REQUIREMENTS
Can you allow True’s administrator to access the reporting database in order to retrieve data?
A50.10 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
Does the proposed system have the capability to export statistics from the system?
A50.11 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
Does the proposed system provide the capability for supervisors to request and obtain reports on demand?
A50.12 MANAGEMENT INFORMATION SYSTEM REPORT REQUIREMENTS
Are the supervisor terminals color, graphics capable? Can True Corporation customized screens for supervisors with Windows based applications?
A51.1 CTI Interface
Does your system come with CTI middleware that you can make interface and do multi-site call routing and screen pop-up?
A51.2 CTI Interface
your system integrates between ACD and CTI server.
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A51.3 CTI Interface
Does your CTI have open and published API?
A51.4 CTI Interface
The proposed CTI can integrate with Siebel 8 or above and CCBS.
A51.5 CTI Interface The propose CTI provides the connector for integration with Siebel 8.
A51.6 CTI Interface
Can the proposed system integrate with the Screen Pop to show customer information?
A51.7 CTI Interface
Can your system have more than one application associated with one customer/caller to pop-up at the same time?
A51.8 CTI Interface
Does the system allow different screen to pop-up with different call types?
A51.9 CTI Interface
Can your system do the automatic screen presentation to take no longer than 2 seconds from request, and the initial automatic screen presentation that comes with the call should be less than 1 second with call synchronization?
A51.10 CTI Interface
Not only screen pop-up, but also automated data entry (captured from IVR), initial data query, and some activated scripts are required.
A51.11 CTI Interface
Does your system have the ability to transfer a call and screens between agents and between sites?
A51.12 CTI Interface
Can the system recognize to pop the difference screen pop such inbound call, outbound call, FCR call? The condition to pop up is DNIS, Customer enter digit, ANI etc.
A52.1 IVR Interface
IVR system that can interface with the proposed ACD.
2.26
A52.2 IVR Interface
Does the system can transfer the call between the IVR and ACD in both ways with the same call description (ANI, DNIS, CED)? Call transfer between IVR and ACD shall not consume more than one IVR port.
A52.3 IVR Interface
The solution allows ACD to transfer calls to agent when IVR is not available. Menu announcement shall be available in this case.
A52.4 IVR Interface
During voice process, can the system collect data from every button pressed on phone and pass these to CTI for further screen pop-up?
A52.5 IVR Interface
Can these data be kept in the database for further analysis of customer behaviour?
A52.6 IVR Interface
Can the customer leave messages on a separate audio/digital tape or database? What is the time that your proposed system configuration can record?
A53.1 IEX Integration
Does your ACD have ability to integrate with IEX?
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A53.2 IEX Integration Your experience and site reference regarding to IEX integration.
A53.3 IEX Integration
The ACD system sends historical call data to IEX system for using, as forecasting data to project staffing required
A53.4 IEX Integration Can the data be sent as 15-minute intervals?
A53.5 IEX Integration
Information can be send to IEX system (i.e. number of calls and call handling time for each Skill base, Skill group).
A53.6 IEX Integration
Does your ACD system can support agent information synchronization between ACD and IEX. With agent synchronization, IEX automatically receives agent information from ACD in real time or batches, so no need to enter agent information into systems twice?
A53.7 IEX Integration
Does agent synchronization is out of the box feature? The feature shall be available when there is an upgrade of either ACD or IEX software.
A53.8 IEX Integration
Does your ACD system have a real-time adherence feature?
A53.9 IEX Integration
The system shall provide integration between work force management and HR system. Mobile call center uses People Soft. Fixed-line and internet call center uses SAP. The integration will focus on agent adherence information. The integration for mobile call center is optional while the integration for fixed-line and internet call center is a must.
A53.10 IEX Integration
Does your ACD system have capability to send real-time agent information to IEX in order to show agent adherence in IEX?
A53.11 IEX Integration
Does the proposed system allow voice recording on agent’s conversation only?
A54.1 Voice Recording System Integration
Do all phone types have not codec problem during voice recorder is observing?
A54.2 Voice Recording System Integration
Can we play back voice file?
A55 CDR Billing
CDR Format of new telephony system can work with existing billing software.
A56.1 Operation Your company support back version
A56.2 Operation
The bidder’s guaranteed percentage of “uptime” for each component, i.e. ACD, Call Center Report Management, CTI, IVR, Nice, IEX.
A57.1 System Administration and Monitoring
To provide Network Management
A57.2 System Administration and Monitoring
Does the system provide single management tool?
A57.3 System Administration and Monitoring The proposed system’s ability to provide centralized administration of all administrative functions at any site.
A57.4 System Administration and Monitoring
The system must provide a GUI administration tool.
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A57.5 System Administration and Monitoring
The proposed system must measure quality of voice in case of voice over IP?
A57.6 System Administration and Monitoring
Does your system allow centralized user management?
A57.7 System Administration and Monitoring
Can the proposed system allow supervisor to change agent’s skill without allowing the supervisor to access to call flow modification?
A57.8 System Administration and Monitoring
The proposed system can manage multiple sites.
A57.9 System Administration and Monitoring
The system’s administration process that provides for application implementations and reconfigurations without interrupting call traffic.
A57.10 System Administration and Monitoring
Does the system have an easy, user-friendly interface with self-checking capabilities to write call flows?
A57.11 System Administration and Monitoring
The ACD system’s standard logs and custom logs.
A58 Diagnostics
Provide a list of the self-diagnostics performed by your system.
A59.1 Alerts
The system handles alerts or error conditions.
A59.2 Alerts
The system provides system monitoring in term of resource utilization, and resource availability.
A59.3 Alerts
The system can alert error or warning via phone, e-mail, SMS, SNMP to certain group of user.
A59.4 Alerts The proposed system can integrate with 3
rd party environmental
alarm, i.e. fire, flood, etc. (option)
A60 Backup and Restore
The proposed system’s ability to perform full and incremental back-ups and restores while system is in full operation.
A61.1 Database Interface
The proposed system’s support of native access to Oracle databases.
A61.2 Database Interface The proposed system’s support of ODBC access.
A61.3 Database Interface
your system’s support of multiple simultaneous database connections.
A61.4 Database Interface
The proposed system’s real-time database access and retrieval.
A61.5 Database Interface
The proposed system allows for multiple database connections to be shared across multiple instances of the application.
A62.1 Implementation
To provide time plan.
A62.2 Implementation
To provide the implement without service interruption.
A63.1 Pay per user licenses Does the system support pay per use licenses? Please identify which components of the product support pay per use.
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A64.1 IVR replacement Support Fax (if not please propose an alternative method to faxing)
Support VXML 2.x
Support VXML 3.x
Support call progress detection for outbound
Support ring tone detection for outbound
A65.1 Predictive Dialer Support hardware based dialer
Support call progress detection
Support ring tone detection
Part B : Security
B1 Using the skill sets, authority levels and profiles of users, can
your system support a single login for all access?
B2 Do you have configurable login / log-out codes?
B3 Does the proposed system come with a standard password
policy?.
B4 Is your system capable of working with certification and
authentication?
B5 Does the proposed system allow configurable password
change enforcement interval?
B6 Does your system enforce combination of numeric and
alphabetic for password?
B7 Is the product configurable for read, write, create, delete or
execute separated authentication?
B8 Is the user name/password time expiring?
B9 Can the system provide an access audit trail?
B10 Is there an automatic alert when there is a security breach?
B11 Is there a multi-tier security system (Screen, Function, field
etc)?
B12 Does the proposed system provide timed security access
control by periods of time?
B13 Does the proposed system have system inactivity time outs
that are configurable?
B14 The proposed system provides details of the user profile
requirements.
B15 Does the proposed support security administration through
centralized or decentralized control?
B16 The proposed system provides details of the security controls
and policies for system and application administration.
B17 Does the proposed system allow multiple administrator
accounts?
B18 Does the propsed system provide logging of administrators’
activities?
B19 Does the proposed system allow configurable administrator
access for each account?
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Part C : Testing
C1 Does the bidder provide factory acceptance testing prior to
system delivery?
C2 Will the bidder commit to a period for the turnaround of testing
instances?
C3 Will the factory acceptance testing include full business
process testing?
C4 Will all test results be available to True Corporation, and in
English Languages?
C5 Will assistance be available for the requirement design for a
testing environment?
C6 Will the bidder provide assistance for Integration testing and
the resolution of any incidences encountered?
Part D : Implementation Support
D1 Do you provide a project manager/team?
D2 Describe the level of experience of your project managers and
implementation team. Resume of the project team shall be
attached.
D3 To provide an outline of the implementation plan.
D4 How long does the bidder provide on-site staff for cut-over
stand-by?
During 1Week
During 2 Weeks
During 3 Weeks
During 4 Weeks
Depend on True
D5 Can the bidder provide turnkey warranty and maintenance for
all integration with CTI, IVR, Nice, IEX, etc. including both new and
existing components?
D6 To support for working hour and non working hour are
available.
D7 Will on site support be available.
D8 The Bidder shall have local support in Thailand.
D8 Will True automatically be provided with software upgrades?
D9 The bidder support back levels of the product and, if so, for
how long after a new release.
D10 Will the bidder continue to support a package if user
modifications have been added?
D11 Is a 24 x 7 helpdesk available in case of severe problems and
if so, from where?
D12 The spare parts are needed to be held on site.
D13 To provide on-going training for DB Maintenance, System
Configuration etc.
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Part E : Training
E1 To provide course description and agenda.
E2 To provide the level of training experience the class instructors.
The resume of the instructors shall be provided.
E3 Are training courses included in the cost of the solution?
E4 The certification courses available to support personnel.
Course agenda and cost shall be provided.
E5 Will ongoing Bidder support be available for future training?
E6 Will training be provided on any major development changes
made by the bidder to the application?
E7 Will the bidder be willing to provide ‘train the trainer’ training, or
insist on providing all training?
E8 True shall have right of copy for all the training materials?
Part F : Documentation
F1 The documentation is included in the licensing price of your
system?
F2 To confirm the following documents can be supplied: User Guides
System Architecture and Integration diagram.
System configuration.
Operations Manuals
Report Customization guideline
Data Definition Manuals
Database schema, model or entity relationship
Screen definition
Error Code definition
Documentation to support upgrades
On-line help (Thai and English) Additional user defined help
F3 All manuals shall be provided in both English and Thai.
Trunking Details
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Location Seat (Existing) Trunk Remark
True Tower 2 1708 Total 1770 channels Main
Site
CM+TRE+Non CM(8700,9700+2222) not include PCS trunk
-029009000 120
-1686 180
-0264088XX 120
-1177 30
-0270017XX True card 120
-026479XXX 120
-Mobile 1080
CP Tower 2 842 Total 1200 channels
Update include Prueksa (TT) used softphone + QSP
-029009000 120
-1686 90
-Mobile 840
-026470XXX 90
-026473333 30
-1739 Pruksa 30
True Tower - Total 120 channels
-0290091XX 120
Ital Thai 96 Total 120 channels
-1177 60
-0271398XX 60
Mahankorn Gypsum 614 Total 240 channels
This site may be decommission by mid year 2013
-Mobile 240
Tipco Tower 264 Total 390 channels
This site may be decommission by mid year 2013
-027252525 True Vision 390
Habor Mall (Chonburi) 645 720
DR Site
Khon Kean 900 1350
Concurrent License estimated 1700 concurrent
CM+TRE
PCS (auto Outbound) 120 channels
Call flow Main service
IVR (Intervoice) ~23 flows
1331, 029009119, 0820003333
IVR (AVP) ~12 flows 1686 , 029009000
PABX ~1XX flows