att hcc rfp solution and pricing

June 23, 2014 Deirdre Johnson Issuing Officer Georgia Technology Authority 47 Trinity Ave., 3rd FL – Procurement Atlanta, GA 30334

Dear Ms. Johnson:

With the State of Georgia’s need for strong and responsive customer service, communications systems are vital to ongoing operations. AT&T understands just how vital these operations are – and we also understand that the State of Georgia’s contact center solution must be flexible, scalable, reliable, and cost-effective.

As the current provider of both your contact center services and network services, AT&T is in a unique position to meet your needs. We know your environment and your network – and we stand ready to deploy an inContact next-generation contact center solution for the State of Georgia. With our solution, AT&T can help you address the following needs:

• Improved Customer Service. State of Georgia agencies can provide their customers with a high level of customer service regardless of the method that constituents use to contact them.

• Speed of Deployment. Contact center customers will be able to turn-up feature-rich call centers quickly. Our solution easily integrates into your environment, whether you need to add call centers, add new seats, or change features/routing, all can be quickly completed with our solution.

• First Class Network Services. As the largest local and long distance company in the world, AT&T is uniquely positioned to meet the contact center needs of the State of Georgia. You can depend on the AT&T network to be there when you need it, delivering calls, contacts, and connections that serve State of Georgia constituents 24 hours a day, 365 days a year.

• Managed Service. With the AT&T solution, you receive an end-to-end managed service provided by highly skilled personnel. Support services include application consulting and scripting, program management, software/hardware integration, installation, and maintenance.

• Reporting. The State of Georgia will have end-to-end reporting from AT&T and inContact to help you better understand caller behavior and manage customer service levels.

We’ve spent decades investing in the growth of our worldwide network. We’re prepared to provide you with seasoned account team support and operational support to your sites throughout the State of Georgia. Our longstanding reputation for quality performance and leading technology makes AT&T the right choice. We look forward to discussing this proposal with you in the near future.

Sincerely, Mark Roberts Sales Director AT&T State of Georgia Account Team

2180 Lake Blvd NE Atlanta, GA 30319 www.att.com

Office Phone: 404-281- 9206 Cell Phone: 404-281-9206 markp.roberts@att.com

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RFP No. 98000-HCC-0000001097(

1.0 General Description

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RFP No. 98000-HCC-0000001097(

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RFP No. 98000-HCC-0000001097(

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RFP No. 98000-HCC-0000001097(

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RFP No. 98000-HCC-0000001097(

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RFP No. 98000-HCC-0000001097(

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

2.3 Auto-Attendant and Integrated Voice Response

)+"(D"$7&*"(@$#7&:"$P<(<#-01&#,('::$"<<"<(1+"($"B0&$"A",1<(&,(1+&<(<"*1&#,(;&1+(1+"(4#--#;&,%X()+"(D"$7&*"(W$#7&:"$P<($"<@#,<&8&-&1&"<(&,*-0:"(',:(D"$7&*"(W$#7&:"$(<+'--(:#(1+"(4#--#;&,%X(

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RFP No. 98000-HCC-0000001097(

1+"(6"7&$"6(7"$8&*"9(1+"(07"$(*',(7&:;-.(7'.(1+"(7"$8&*"<7(,':"9(',6(1+"(=>?(@&--(*#,,"*1(1+"(07"$(1#(+&7(6"7&$"6(6"71&,'1&#,A()+$#0%+(1+&7(07"(#4('(8#&*"(&,1"$4'*"9(*'--"$7(*',(*#:;-"1"(7&:;-"(1'7B7(C0&*B-.D(70*+('7($"40,6(71'107(#$(;'.:",17A(/-1+#0%+('(*'--"$(*',(*+##7"(1#(7;"'B(@&1+('(-&8"(#;"$'1#$('1(',.(1&:"9(1+&7(1.;"(#4(6"7&%,('--#@7(#;"$'1#$7(1#(E"($"'6&-.('8'&-'E-"(4#$(1"*+,&*'-(',6(&,F6";1+(C0"71&#,7(@+&-"(#44-#'6&,%(1+"($#01&,"9(+&%+"$(8#-0:"(*'--7A(&,G#,1'*1H7(=>?(7;""*+($"*#%,&1&#,(",'E-"7(*#$;#$'1&#,7(1#(%'&,(:#:",10:(&,(1+"&$(*071#:"$(7"$8&*"9(#44"$&,%(',("44&*&",1('E&-&1.(1#($";$"7",1(1+"&$(*#:;',.(1#(1+"&$(*071#:"$7(&,('(@'.(#,-.(-&8"(*071#:"$(7"$8&*"('%",17(*#0-6('**#:;-&7+(&,(1+"(;'71A(I;""*+($"*#%,&1&#,(E.(&,G#,1'*1(%$"'1-.($"60*"7(1+"(71";7('(*071#:"$(1'B"7(1#('**#:;-&7+('(1'7B9(',6('-7#(&,*$"'7"7(1+"&$(7'1&74'*1&#,(&,(1+"(;$#*"77A((( (

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RFP No. 98000-HCC-0000001097(

27872( 9,*-0:"(*'--(;'*<=>&$10'-(?0"0&,%(*'@';&-&1.7(!"#"$%&'()*'&+$&,A#,1'*1(*',(;"(*#,4&%0$":(;.(1+"(B1'1"(#4(!"#$%&'('%",*&"C(1#(#44"$('(*'--"$(',(/01#D'1":(A'--(E'*<(#$(#44"$(1#(1'<"('(>#&*"D'&-7(()+"C"(4"'10$"C('$"(&,+"$",1(&,(1+"(&,A#,1'*1(C#-01&#,(',:(*',(;"(0C":('1(.#0$(:&C*$"1&#,7((/01#D'1&*(A'--(E'*<(@$#>&:"C(1+"(';&-&1.(1#('C<(*'--"$C(1#(",1"$('(@+#,"(,0D;"$F(<""@(1+"&$(@-'*"C(&,(?0"0"(',:(*'--(1+"D(;'*<(#,*"(1+".($"'*+(1+"(4$#,1(#4(1+"(-&,"7(E.(:#&,%(1+&CF(*'--"$C(*',(+',%(0@(',:(1+"(C.C1"D(G&--(%","$'1"(#01;#0,:(*'--C(#,*"(1+"&$(@-'*"C(&,(1+"(?0"0"(*#D"(1#(1+"(4$#,1(#4(1+"(-&,"7()+"('%",1(G&--($"*"&>"(1+"(*'--(',:(+"'$(1+"($&,%&,%(1#($"'*+(1+"(*'--"$(1+'1(C"-"*1":(1+&C(#@1&#,(#,(1+"(#$&%&,'-(&,;#0,:(*'--7((27878( /;&-&1.(1#(&,1"%$'1"(G&1+(A0C1#D"$(H"-'1&#,C+&@(I','%"$(JAHIK7(!"#"$%&'()*'&+$&,A#,1'*1(&C(*#DD&11":(1#(@$#>&:&,%(&,1"%$'1&#,(*'@';&-&1&"C(1+'1(",';-"(*0C1#D"$(&,1"$'*1&#,(D','%"D",1(*",1"$C(1#(-">"$'%"(1+"(;"C1(AHI(@$#:0*1C(1#%"1+"$(G&1+(1+"(&,:0C1$.LC(;"C1(B''BM;'C":(A9I(@-'14#$D7(((&,A#,1'*1(+'C(&,1"%$'1":(G&1+(#>"$(N33(AHILC(&,(1+"(#>"$(NO33P(:"@-#.D",1C(:0$&,%(1+"(@'C1(N3(."'$C7((Q"(*0$$",1-.(@$#>&:"(#01(#4(1+"(;#R(&,1"%$'1&#,C(G&1+(B'-"C4#$*"7*#D(',:(S$'*-"(H&%+1T#G7(()+"C"(&,1"%$'1&#,C('$"(;0&-1(#,(&,A#,1'*1LC(AHI(&,1"%$'1&#,(/U97(Q"(*',('-C#(&,1"%$'1"(G&1+(D',.(#1+"$(AHI('@@-&*'1&#,C(0C&,%(@'$'D"1"$&V":(WHXC(>&'(G";(C"$>&*"C7((2787Y( /;&-&1.(1#(&,1"%$'1"(1#('%",*.('@@-&*'1&#,C(',:(:'1';'C"(C.C1"DC7(!"#"$%&'()*'&+$&,A#,1'*1(+'C(&,1"%$'1":(G&1+(+0,:$":C(#4(AHIZC(',:(:'1';'C"(C.C1"DC7((&,A#,1'*1(@$#>&:"C(D',.(4-"R&;-"(#@1&#,C(4#$(&,1"$'*1&,%(G&1+("R1"$,'-(C.C1"DC(#$('@@-&*'1&#,C7((A#DD#,(&,1"%$'1&#,C(G&1+(*0C1#D"$C(&,*-0:"[(>&'(Q";(B"$>&*"C(JH\B)40-(#$(BS/U=QB]XKF(/]S=S]EAM*#D@-&',1(B^X(:'1';'C"CF("R@-&*&1(WHX(',:(D',.(#1+"$(G'.CF(&,*-0:&,%(@'CC&,%(@'$'D"1"$C7((((( (

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RFP No. 98000-HCC-0000001097(

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8'7+A#'$87(6&1+(%$';+7(',8(*+'$17>("#$#!%&'()*'&+!!$';+&*'-($";#$1&,%(*';'A&-&1&"7('$"(8"7*$&A"8('A#<"(&,(1+"($"7;#,7"(1#(O"*1&#,(2>W>E>((2>W>M( /A&-&1.(1#(70;;#$1(6'--A#'$8(8&7;-'.7(4#$(8'7+A#'$8(;"$4#$C',*"(C"1$&*7(70*+('7(

*'--7X"C'&-X*+'1(',76"$"8@(7"$<&*"(-"<"-7@('A',8#,($'1"7@(*'--7(6'&1&,%@(+#-8(1&C"7@(<&"6('--('%",17Y(71'107@(',8(A',,"$(C"77'%"7>(

"#$#!%&'()*'&+!

M /%",1(Z"$4#$C',*"(W /%",1(Z"$4#$C',*"(A.(:#0$([ /%",1(O0CC'$.(A.(G'.(3 F'C;'&%,XOD&--(O0CC'$.(

H F#,1'*1(O1'1&71&*7(\ ]1+"$(O1'1"(O1'1&71&*7(5 V,'<'&-'A-"(O1'1&71&*7(

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RFP No. 98000-HCC-0000001097(

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

:";H1#8C(!"#"$%&'()*'&+$&,7#,1'*1W;('%",1(&,1"$4'*"(&;('(Q"?T?';":('88-&*'1&#,(*'--":(&,7#,1'*1(/%",1C(()+"(&,7#,1'*1(/%",1(&,1"$4'*"(8$#9&:";(1+"('%",1(@&1+('(-&;1(#4(*#,1'*1;(*0$$",1-.(&,(D0"0"(4#$(1+"&$(;H&--;"1;B(';(@"--(';(1+"(4#--#@&,%(*'--($"8#$1;\(7#,1'*1(]&;1#$.B(S"$;#,'-(E1'1;B(',:(S$#:0*1&9&1.C(

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RFP No. 98000-HCC-0000001097(

(7'--(8"9#$1:(';'&-'<-"(1#(1+"('%",1('$"=(7#,1'*1(>&:1#$.?(@"$:#,'-(A1'1:?(',B(@$#B0*1&;&1.C(((()+"(7#,1'*1(>&:1#$.($"9#$1(:+#D:('(-&:1(#4(*#,1'*1:(.#0(+';"(+',B-"B(',B(1+"&$(*'--(:1'1&:1&*:(E&,*-0B&,%(1&F"(&,(G0"0"?(B'1"?(/HI?(*'--(B&$"*1&#,(E&,<#0,B(#$(#01<#0,BJ(',B(1'-K(1&F"J=((((

((()+"(@"$:#,'-(A1'1:($"9#$1(:+#D:(1+"(,0F<"$(#4(*#,1'*1:(.#0(+';"(+',B-"B(',B(*#F9'$":(.#0$(:1'1&:1&*:(D&1+(.#0$(1"'F=(((

((()+"(@$#B0*1&;&1.($"9#$1(:+#D:(+#D(F0*+(1&F"(E++=FF=::J(+':(<"",(:9",1(&,("'*+(:1'1"=(

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RFP No. 98000-HCC-0000001097(

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RFP No. 98000-HCC-0000001097(

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RFP No. 98000-HCC-0000001097(

*'7'8&-&1.(80&-1(&,1#(&,9#,1'*1(9",1$'-(1#(70--(1+"($':(*'--(;"1'&-($"*#$;<(;#:,(1#('(<1#$'%"(-#*'1&#,(#4(1+"&$(*+#&*"=()+&<(&,4#$>'1&#,(*',(8"(;"-&?"$";(&,(*#>>'(<"7'$'1";@(1'8(;"-&>&1";@(ABC(#$(DE*"-(4#$>'1<=(F&<1#$&*'-(;'1'(:&1+(G"7#$1<(H=I(&<($"1'&,";(4#$(6I(;'.<=((

2.5 Call Recording & Basic Quality Management

)+"(J"$?&*"(7$#?&;"$K<(<#-01&#,(';;$"<<"<(1+"($"L0&$">",1<(&,(1+&<(<"*1&#,(:&1+(1+"(4#--#:&,%M()+"(J"$?&*"(N$#?&;"$K<($"<7#,<&8&-&1&"<(&,*-0;"(',;(J"$?&*"(N$#?&;"$(<+'--(;#(1+"(4#--#:&,%M(

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RFP No. 98000-HCC-0000001097(

7"8-#."7('9('(90&1":(;1(*',(<'="(&,4#$<'1&#,(1+'1>9(1.8&*'--.(*#--"*1"7(&,(7&44"$",1(40,*1&#,'-('$"'9(

#4(.#0$(?09&,"99('@'&-'?-"('1(1+"(*-&*=(#4('(?011#,A(+"-8&,%(.#0(8$"7&*1A(8"$4#$<A(','-.B"A(',7('*1(1#(

<""1(1+"(*+',%&,%($"C0&$"<",19(#4(.#0$(?09&,"99:(

2.5.1 Call Recording D','%"(',7(<'&,1'&,(*'--($"*#$7&,%(9.91"<9A(@#&*"(',7(9*$"",A(&,*-07&,%E(

3:F:G:G( H$#@&7"(3IJ($',7#<(*'--($"*#$7&,%9(',7(9*$"",(*'810$"(8"$('%",1(8"$(7'.:(

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RFP No. 98000-HCC-0000001097(

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X Y#,&1#$(Z(N0>"$;&=#$(-&=1",=(1#(1+"(*#,;"$='1&#,(#3('%",1((X L#'*+(Z(N0>"$;&=#$(*',(=>"'H(1#(1+"(/%",1[(*#,1'*1(<#"=,\1(+"'$(=0>"$;&=#$((X ]'$%"(Z(]#1+('%",1(',<(*'--"$(+"'$(=0>"$;&=#$((X N1#>(Y#,&1#$&,%(Z(^&=*#,,"*1('1(',.(1&B"((X Y#,&1#$(3#--#F=('%",1(1+$#0%+(B0-1&>-"(*#,1'*1(O&,*-0<&,%(,#,P;#&*"Q((X Y#,&1#$&,%(&,(1+&=(F'.('--#F=(B0-1&>-"(=0>"$;&=#$=(1#(-&=1",(',<(*#'*+(1+"(='B"(

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!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (

RFP No. 98000-HCC-0000001097(

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

!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (

RFP No. 98000-HCC-0000001097(

&,7#,1'*1(*',(8",9($"*#$9"9(*'--8(9&$"*1-.(1#(#0$(*081#:"$8;(<)=(8&1"8>(1#('(8?"*&4&*(":'&-('99$"88(@'(80?"$A&8#$(B(:','%"$C(#$(*'--8(:'.(D"('**"88"9(1+$#0%+(&,7#,1'*1(7",1$'-E((F"*#$9"9(*'--8('$"(81#$"9(G&1+&,(&,7#,1'*1;8(9'1'D'8"E(/--(*'--8('$"($"*#$9"9(&,(EG'A(',9(H&*$#8#41(EG:'(4&-"(4#$:'18(',9(*',(D"(?-'."9(#A"$(1+"(*#:?01"$(',9(4#$G'$9"9(1#(#1+"$8(A&'(":'&-E((((

IE3EJEJK( /D&-&1.(4#$('%",1(1#(&,&1&'1"($"*#$9&,%(1+"&$(#G,(*'--8(

!"#"$%&'()*'&+$L"8E(F"*#$9&,%(*',(D"(&,&1&'1"9(D.(1+"('%",1(#,(9":',9E()+"('%",1(G#0-9(8&:?-.(*+##8"(1+"(MF"*#$9N(#?1&#,(#,(1+"(*#,A"$8'1&#,(?',"-(#4(1+"('%",1('??-&*'1&#,E((IE3EJEJJ( /D&-&1.(1#(8"'$*+($"*#$9&,%8(D.(4&-1"$8(!"#"$%&'()*'&+$&,7#,1'*1;8(7",1$'->(1+"('9:&,&81$'1&A"('??-&*'1&#,>(?$#A&9"8(1+"('D&-&1.(1#(8"'$*+(4#$($"*#$9&,%8(D.(0,&O0"(*'--(&9",1&4&"$(@7#,1'*1PQC>9'1">(*'-->(H"9&'(1.?">(RS&-->(/%",1>()"':>(R*#$"9>(QTPR>(/TP>(U#%%"9BF"*#$9"9>(R*#$"9(@&4(08&,%(VHC(',9(R0$A".(@&4(08&,%(W*+#C>(#$(F"408"9>(',9($"?-'.(1+"($"*#$9"9(EG'A((#$(EG:'(4&-"(#4(1+"(*'--E(

((IE3EJEJI( X'A"(1+"('D&-&1.(1#('9:&,&81"$(*'--(*",1"$($"*#$9&,%8(D'8"9(#,('%",1E(Y"('D-"(1#(9"8&%,'1"(JKKZ(

$"*#$9&,%8(#$(0,&O0"(':#0,1(8"?'$'1"(4$#:(81',9'$9($"*#$9&,%(",A&$#,:",1>(?"$('%",1E(!"#"$%&'()*'&+$&,7#,1'*1('--#G8(4#$('01#:'1"9($"*#$9&,%(#4(*'--8>(1#(&,*-09"(',.(?"$*",1'%"(#4(*'--8(1+'1(.#0(9"":(,"*"88'$.E(7'--($"*#$9&,%(*',(D"('01#:'1"9(1#($"*#$9("A"$.(*'-->('(*"$1'&,($'1&#(#4(*'-->("A"$.(51+(*'-->("1*E(((2.5.2 Customer Surveys IE3EIEJ( =$#A&9"(1+"('D&-&1.(1#(&,&1&'1">(*#--"*1>(',9(1$'*S(&,4#$:'1&#,(#,(*081#:"$(80$A".8(G&1+&,(1+"(

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

!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (

RFP No. 98000-HCC-0000001097(

6'1'(','-.1&*7(',6($"8#$1&,%9(&,:#,1'*1(;:<=(4"'10$"7(*#>8$"+",7&?"($"8#$1&,%(1#(1$'*@(&,6&?&60'-('%",1(1#(",1"$8$&7"AB&6"(70$?".(8"$4#$>',*"9((

;:<=(71#$"7C(',6(>'@"7('?'&-'D-"C('--(70$?".(6'1'('7(&1(&7(*'810$"6(4$#>(1+"(07"$9()+&7(>'@"7(&1(8#77&D-"(1#(%"1('**0$'1"C(08A1#A1+"A>&,01"(8"$4#$>',*"(71'1&71&*7(4$#>(1+"(7.71">9((

)+"(/%",1(7*$"",7+#1(D"-#B(7+#B7(70$?".($"78#,7"7(4#$(1+"(E0"71&#,C(!"#$%&'"#&()*)(&#+&,"&-&*(.)/%9(()+"(7*$"",7+#1('-7#(7+#B7(1+'1(1+"('%",1(*',(+"'$(1+"(?#&*"($"*#$6&,%(#4(1+"(*'--"$C($"'6(1+"(1$',7*$&81&#,C(',6(7""(1+"&$(7*#$"79(

!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (

RFP No. 98000-HCC-0000001097(

)+&7($"8#$1(7+#97(1+"($"'7#,7(4#$(*'--"$7(:&'-&,%(&,1#(1+"(*'--(*",1"$;(

)+&7($"8#$1(*#<8'$"7(70$=".($"70-17(>"19"",(19#(*'--(*",1"$(<','%"$7;(

)+&7($"8#$1($',?7(1+"('%",17(#,(1+"(1"'<(>'7":(#,(1+"&$('>&-&1.(1#(@$"7#-="(1+"(*071#<"$7(*#,*"$,(#$($"'7#,(4#$(*'--&,%AB(

!"#$%&'()"*+,#-#%.(/01+#$&1.( ( (( (

RFP No. 98000-HCC-0000001097(

)+&7($"8#$1(,#1(#,-.(8$#9&:"7(:'1'(1#(1+"(;1'1"(#4(!"#$%&'(07"$7<(=01(&1('-7#(>'?"7(70%%"71&#,7@()+&7($"8#$1(&7(70%%"71&,%(1+'1(1+"(*'--(*",1"$(4#*07(1+"&$('11",1&#,(#,(A/%",1(B,#C-":%"D@(((

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RFP No. 98000-HCC-0000001097(

2.6 Network & Transport

)+"(6"$7&*"(8$#7&9"$:;(;#-01&#,('99$";;";(1+"($"<0&$"=",1;(&,(1+&;(;"*1&#,(>&1+(1+"(4#--#>&,%?(

)+"(6"$7&*"(@$#7&9"$:;($";8#,;&A&-&1&";(&,*-09"(',9(6"$7&*"(@$#7&9"$(;+'--(9#(1+"(4#--#>&,%?(

2.6.1 Toll-Free service requirements

6"$7&*"(@$#7&9"$(,""9;(1#(&,*-09"(1#--B;"$7&*";(#,('(8"$B=&,01"(',9(&,*-0;&7"(1#(1+"(8"$B;"'1(8$&*&,%(

=#9"-C(

DC5CECE( @$#7&9"(8"$B=&,01"(&,A#0,9(',9(#01A#0,9(1#--B4$""(;"$7&*";(

DC5CECD( @$#7&9"(&,*-0;&7"(&,A#0,9(',9(#01A#0,9(1#--B4$""(;"$7&*";(

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-#*'-(',9(-#,%(9&;1',*"(;"$7&*"(';(8'$1(#4(#0$(8$#8#;"9(;#-01&#,C(@$&*&,%(4#$(0,A0,9-"9(7#&*"(1$',;8#$1(&;(

&,*-09"9(&,(/11'*+=",1(IB/C(J,*"('>'$9"9H(>"(>&--(>#$K(>&1+(/%",*&";(',9(!)/(1#(,"%#1&'1"(A0,9-"9(

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7'$(*#,1'*1(*",1"$(8-'14#$=;(#$(1#(#1+"$(61'1"(;&1";C(/)F)(*',(',9(>&--(*#,1&,0"(1#(8$#7&9"(',9(

=','%"()#--BG$""(;"$7&*"(';(8'$1(#4(#0$(8$#8#;"9(;#-01&#,C(

2.6.2 Trunking Requirements DC5CDCE( @$#7&9"("$-',%(;1',9'$9(*'-*0-'1&#,;(4#$('88$#8$&'1"-.(;&X&,%(&,A#0,9(1$0,K&,%($"<0&$"=",1;(

',9(8$#7&9"(<0'$1"$-.(';;";;=",1;(1#('9Y0;1(';(,""9"9C(

!"#"$%&'()*'&+$/)F)(>&--(>#$K(>&1+(61'1"(/%",*&";(1#(0,9"$;1',9(1+"&$(4#$"*';1"9(*'--(7#-0=";(',9(1$'44&*(8'11"$,;(',9(

8$#7&9"("$-',%(;1',9'$9(*'-*0-'1&#,;(4#$(1+"(1$0,K&,%(*'8'*&1.($"<0&$"9(4#$('**";;(1+"(&,S#,1'*1(8-'14#$=(

',9(1+"(*'8'*&1.($"<0&$"9(4#$(*#,,"*1&7&1.(1#(*#,1'*1(*",1"$('%",1;C(L"(>&--(8"$4#$=(<0'$1"$-.(

';;";;=",1;(1#('9Y0;1(';(,""9"9C(

DC5CDCD( )$0,K&,%(*',(A"(;+'$"9(A"1>"",(/%",*&";(A01(;+#0-9(,#1(&=8'*1(8"$4#$=',*"(#4(&,9&7&90'-(

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A.(#1+"$(/%",*&";(#$(*#,1'*1(*",1"$;C(L"(>&--(01&-&X"()#--BG$""(,"1>#$K(4"'10$";(',9(*'--(4-#>('11$&A01";(

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,#1(,"%'1&7"-.(&=8'*1"9C(

DC5CDC2( 6"$7&*"(@$#7&9"$(='.(0;"("&1+"$()MN(#$(O#P@(4#$(1$0,K&,%(4#$(1+"(=#;1("44&*&",1(8"$4#$=',*"(

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RFP No. 98000-HCC-0000001097(

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RFP No. 98000-HCC-0000001097(

2.6.3 Data network requirements 7'1'(,"18#$9($":0&$";",1<(="<*$&>"=(>"-#8('$"(4#$(#?1&#,'-(@#AB(1"$;&,'1&#,(1#(/%",*.(*#,1'*1(

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RFP No. 98000-HCC-0000001097(

3.0 Enhanced Contact Center Services

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3.1 Enhanced Quality Management

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RFP No. 98000-HCC-0000001097(

3.3 Customer Relationship Management (CRM)

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4.0 Transition Requirements

4.1 Setup & Transition

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RFP No. 98000-HCC-0000001097(

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RFP No. 98000-HCC-0000001097(

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RFP No. 98000-HCC-0000001097(

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RFP No. 98000-HCC-0000001097(

5.0 Training and Support

5.1 Training

The Service provider’s solution addresses the requirements in this section with the following: )+"(6"$7&*"(8$#7&9"$:;($";<#,;&=&-&1&";(&,*-09"(',9(6"$7&*"(8$#7&9"$(;+'--(9#(1+"(4#--#>&,%?(

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RFP No. 98000-HCC-0000001097(

5.2 Technical Support

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RFP No. 98000-HCC-0000001097(

60'$1"$-.(#,78&1"(908&,"88($":&";8(

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RFP No. 98000-HCC-0000001097(

6.0 General Requirements

6.1 Pricing Model

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RFP No. 98000-HCC-0000001097(

26768( 9$#:&;"(&,*-0<&:"(1#--===4$""(<"$:&*"<(',;(>"$===?&,01"(1#--===4$""(<"$:&*"<(4#$(*#?>"1&1&:"(>$&*&,%6(

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RFP No. 98000-HCC-0000001097(

25654( )+"$"(7+#0-8(9"(,#(&:;-":",1'1&#,(3""(#$(#1+"$(3""7(9"7&8"7(1+"(:#,1+-.($"*0$$&,%(7"'1(*+'$%"7(&:;#7"8(3#$(0;%$'8&,%(',8(8#<,%$'8&,%(7#-01&#,(*';'9&-&1&"7(

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;$&*"(H':#$1&I"8(#@"$(1+"(-&3"(#3(1+"(*#,1$'*1J('7(<"--('7(;$&*"8(7";'$'1"-.5(!"#"$%&'()*'&+$/)=)>7(7#-01&#,(;$#@&8"7(3#$(0;3$#,1(1$',7&1&#,(*#717(1#(9"(9&--"8(#,('(#,"1&:"(9'7&75(K3($"B0&$"8(9.(',(/%",*.(<"(<&--(,"%#1&'1"(9&--&,%(3#$(1+"7"(7"$@&*"7(#@"$(',("L1",8"8(;"$&#85((256566( D$#@&8"('GGG-'GGG*'$1"(;$&*&,%(3#$(#1+"$(1+',(9'7&*(7"'1A(70*+('7(M,+',*"8(N0'-&1.(

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RFP No. 98000-HCC-0000001097(

6.2 Security Requirements

)+"(6"$7&*"(8$#7&9"$:;(;#-01&#,('99$";;";(1+"($"<0&$"=",1;(&,(1+&;(;"*1&#,(>&1+(1+"(4#--#>&,%?: )+"(6"$7&*"(@$#7&9"$:;($";8#,;&A&-&1&";(&,*-09"(',9(6"$7&*"(@$#7&9"$(;+'--(9#(1+"(4#--#>&,%?(2BCBD( @$#7&9"$(=0;1(*#=8-.(>&1+(1+"(61'1"(',9(/%",*&";(9'1'(&,1"%$&1.(',9(8$&7'*.(8#-&*&";(4#$(

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RFP No. 98000-HCC-0000001097(

&,6#,1'*1(7$#8&9":(",*$.71&#,(0:&,%(',(/;<=>?2(*#@7-&',1(",*$.71&#,(1#(7$#1"*1(*'--:(4$#@(0,'01+#$&A"9('**"::B(',9(7$#8&9":(1+"('C&-&1.(1#(,#1(*'710$"D'01#@'1&*'--.(&,:"$1(E+&1"(,#&:"(E+",(:",:&1&8"(9'1'(&:(C"&,%(*'710$"9(C.(1+"('%",1F((2F>F>( G$#8&9"(",*$.71&#,(4#$(H#IG(*'--:(1+'1(@""1(#$("J*""9(IK<(G0C-&*'1&#,(LMN?(

$"O0&$"@",1:B(&4($"O0&$"9(C.(/%",*.F(!"#"$%&'()*'&+$H#IG(",*$.71&#,(E&--(C"(#44"$"9(1+'1(@""1:(#$("J*""9:(IK<(G0C-&*'1&#,(LMN?($"O0&$"@",1:F(P"('$"(&,(1+"(7$#*"::(#4(9"7-#.&,%(:0*+(",*$.71&#,(4#$(G+':"(>(#4(1+"(!"#$%&'(Q"7'$1@",1(#4(K"8",0"(R90"(&,(ST(>MLUVF(

)+"(&,6#,1'*1(:#-01&#,("@7-#.:(@',.(@"',:(#4(",*$.71&#,F((I,('99&1&#,(1#(<<WB(E"(01&-&A"()$',:7#$1(W'."$(<"*0$&1.(R)W<V('(*$.71#%$'7+&*(7$#1#*#-(9":&%,"9(1#(7$#8&9"(:"*0$&1.(#8"$(1+"(I,1"$,"1F()+&:(0:":(XF?M5(*"$1&4&*'1":(',9(+",*"(':.@@"1$&*(*$.71#%$'7+.(1#('::0$"(1+"(*#0,1"$7'$1.(E&1+(E+#@(1+".('$"(*#@@0,&*'1&,%B(',9(1#("J*+',%"('(:.@@"1$&*(Y".F()+&:(:"::&#,(Y".(&:(1+",(0:"9(1#(",*$.71(9'1'(4-#E&,%(C"1E"",(1+"(7'$1&":F()+&:('--#E:(4#$(9'1'D@"::'%"(*#,4&9",1&'-&1.B(',9(@"::'%"('01+",1&*'1&#,(*#9":(4#$(@"::'%"(&,1"%$&1.(',9(':('(C.=7$#90*1B(@"::'%"('01+",1&*'1&#,F((

/:('(*#,:"O0",*"(#4(*+##:&,%(XF?M5(*"$1&4&*'1":B(*"$1&4&*'1"('01+#$&1&":(',9('(70C-&*(Y".(&,4$':1$0*10$"('$"(,"*"::'$.(1#(8"$&4.(1+"($"-'1&#,(C"1E"",('(*"$1&4&*'1"(',9(&1:(#E,"$B(':(E"--(':(1#(%","$'1"B(:&%,B(',9('9@&,&:1"$(1+"(8'-&9&1.(#4(*"$1&4&*'1":F((

P"('-:#(0:"(1+"(/98',*"9(;,*$.71&#,(<1',9'$9(R/;<V(L>3F(/;<(&:('(:7"*&4&*'1&#,(4#$(1+"(",*$.71&#,(#4("-"*1$#,&*(9'1'(":1'C-&:+"9(C.(1+"(ZF<F(['1&#,'-(I,:1&101"(#4(<1',9'$9:(',9()"*+,#-#%.(R[I<)V(&,(>MMLF(/;<(+':(C"",('9#71"9(C.(1+"(ZF<F(%#8"$,@",1(',9(&:(,#E(0:"9(E#$-9E&9"F(/;<(C"*'@"("44"*1&8"(':('(4"9"$'-(%#8"$,@",1(:1',9'$9(#,(\'.(>2B(>MM>('41"$('77$#8'-(C.(1+"(<"*$"1'$.(#4(6#@@"$*"F(

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RFP No. 98000-HCC-0000001097(

5-#*6(*&7+"$('-%#$&1+89

ATT HC

FP Attachm

ent 4-A Pricing.xlsx

1 - Service Charges

Ref ID

Service C

hargeU

nit of Measure

Recurring P

eriodC

Agent S

eatsingle nam

ed agent

monthly

$87.00

Quality M

anagement S

eatsingle nam

ed agent

monthly

$29.40

Work Force M

anagement

single named

agentm

onthly$29.40

4Toll Free S

ervicesper m

inutem

onthly$0.0120

Agent S

eat (Excludes em

ail and web chat)

single named

agentm

onthly$77.00

Service / S

upportsingle nam

ed agent

monthly

Hosted VoIP C

onnectionsingle nam

ed agent

monthly

8Local N

umber service for ingress to platform

per minute

monthly

$0.00813

utbound Calling service

per minute

monthly

$0.01520

ier Scorecard

single named

agentm

onthly$14.00

Lesson Managem

entsingle nam

ed agent

monthly

$12.50

Strategic P

lannersingle nam

ed agent

monthly

Screen R

ecordingsingle nam

ed agent

monthly

$14.50

Analytics D

riven Quality

single named

agentm

onthly$25.25

Workforce O

ptimization S

eatsingle nam

ed agent

monthly

$64.00

InView S

eatsingle nam

ed agent

monthly

$25.00

Survey S

eat - IVR

single named

agentm

onthly$29.00

Additional U

niversal Port

single concurrent port

monthly

$25.00

Additional C

all Recording S

torageG

igabyte of storagem

onthly$6.75

Service C

harges

ATT HC

FP Attachm

2 - One Tim

e Charges

Ref ID

Service Charge

Unit of M

easureR

ecurring Period

Charge

Implem

entation per seatper seat

one-time

Implem

entation per Contact C

enterper H

one-time

Work G

roup Implem

entation Package

per contact centerone-tim

e6,500

Corporate Im

plementation P

ackageper contact center

one-time

25,000$

Enterprise Im

plementation P

ackageper contact center

one-time

50,000$

Enterprise P

lus Implem

entation Package

e75,000

Quality M

anagement S

etupper contact center

one-time

$10,000

Quality M

anagement S

etup Prem

ierper contact center

one-time

$15,000

Workforce M

anagement S

one-time

$25,000

Workforce M

anagement S

etup Prem

ierper contact center

one-time

$35,000

ier Scorecard S

one-time

$5,000

Lesson Managem

ent Setup

e$10,000

Strategic P

lanner Setup

e$5,000

Screen R

ecording Setup

per screen recording server

one-time

$25,000

Analytics D

riven Quality S

one-time

$9,375

InView S

one-time

$9,375

Workforce O

ptimization S

one-time

43,750$

Survey S

etup - IVR

e16,000

Hosted VoIP A

gent Setup

per named agent

one-time

Integration Setup

e5,000

-Driven S

creen Pop / C

all Routing S

one-time

7,500$

dditional Agent Im

plementation

per agentone-tim

One-Tim

e Charges

ATT HC

FP Attachm

3 - Rate C

ard Charges

Ref ID

Rate C

ard Charge

Charge

per hour C

hargeper w

hargeper m

onth 1

Contact C

enter Consultant

10,000$

42,000$

rofessional Trainer275

$ 11,000

$ 46,200

Project M

anager250

$ 10,000

$ 42,000

Application D

eveloper250

$ 10,000

$ 42,000

Note: P

rofessional Trainer must be purchased in 8-

hour increments

Rate C

ard Charges

ATT HC

FP Attachm

4 - Equipment C

harges

Ref ID

Service C

hargeU

nit of Measure

Maintenance

Period

1VoIP A

dapater (IAD

) (Model M

P-112)

each159

$ 4.08

onthly2

VoIP Hard P

hone (Polycom

SoundP

oint IP 331)each

annual3

VoIP S

oftphone (Counterpath B

ria)each

Equipm

ent Charges

ATT HC

FP Attachm

5 - Assum

ptions

Ref ID

Impact

escription1

ricing for MP

LS / AV

connectivity will be negotiated based on specific agency capacity

requirements.

Timing for AT&

T Toll-Free Service charges is as specified for Toll-Free M

egacom service in the

AT&T B

usiness Service G

uide.3

Survey S

eat - IVR

excludes surveys conducted via email or w

eb chat.4

ricing for HC

urveys conducted via email or w

eb chat will be negotiated based on

specific agency requirements.

Rate C

ard Charges per w

eek represent 40 hours; Rate C

ard Charges per m

onth represent 168 hours

Rate C

ard Charges for P

rofessional Trainer must be purchased in 8-hour increm

aintenance for VoIP Hard P

hones and VoIP Soft P

hones is included in the Service C

harge for H

Service / S

upport8

dditional Agent Im

plementation m

ust be purchased in conjunction with an Im

plementation

Package

ervice / Support is a m

andatory charge that must be purchased for every nam

ed agent

Service P

rovider Pricing A

ssumptions

Service P

rovider will provide all assum

ptions used in pricing the Services, notating those assum

ptions

Georgia Technology A

uthority

o. 98000-000000xxxx H

osted Contact C

enter 5 of 13

1.0 Service C

harges

Service charges are those that the GTA

Custom

er can expect to incur on a recurring basis (usually monthly) as part of receiving the services

from the Service Provider (e.g. agent seat).

e of Charge

Description of Entitlem

gent Seat

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uality Managem

ent Seat

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7/&D##-&=15D(-+71$7P&

• 0#D1-%+$"&B

&U1-C;)1T

ork Force Managem

U1-C)1(3&V-(=C+$"/&M=8#32)+$"/&K1-#=(7%+$"&($3&!38#-#$=#&I$=)23#7J&•

U1-C;1-=#&4

($("#5#$%&W>X&

• G-#5

+25&M=1-#=(-37&OT

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• #?#(-$+$"&Z&?#771$&4

($("#5#$%&

• M%-(%#"+=&G)($$#-&

Toll Free Services

!))&D#-&5+$2%#&=8(-"#7&(771=+(%#3&T

+%8&%1))&;-##&(==#77&($3&3#)+,#-.&%1&%8#&=1$%(=%&=#$%#-&

uthority

o. 98000-000000xxxx H

osted Contact C

enter 6 of 13

!"#$%&'(

gent Seat -(E

xcludes email and

web chat)

!"#$%&'#()$*+,'%-$*.*+&,"-*./*0/"/1$/-*.2*#3/415/0*$6#$*-&*4&$*'/7,5'/*/(

#5"*&'*+/.*16#$)*

83/4$*9#""*:/"5;/'2<*=&,$543*#4-*>#4#3/(

/4$*•

?#0/-*&4*$6/*(#@5(

,(*4,(

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• 83/4$*A&354*

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• 9#""*>

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=/!&'$543*•

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upport /'&0'#1%2*+,'%-$*

8""*I99*(#54$/4#41/*#4-*0,!!&'$*%,41$5&40*-/01'5./-*54*8$$#16(

/4$*JK9) 7

osted VoIP

Connection

34#(1&'"*+,'%-$*

9&44/1$5&4*%'&(*#4*#3/4$*$&*$6/*549&4$#1$*!"#$%&'(

*$&*!"#1/*#4-*'/1/5;/*;&51/*1#""0*#0*-/01'5./-*54*8$$#16(

/4$*JK9)*8

Local Num

ber service for ingress to platform

!"#$%&'#()$*+,'%-$*.*+&,"-*./*0/"/1$/-*.2*#3/415/0*$6#$*-/05'/*"&1#"*4,(

./'*#11/00*'#$6/'*$6#4*L&""KM'//*#11/00)*8""*!/'*(

54,$/*16#'3/0*#00&15#$/-*+5$6*"&1#"*4,(

./'*#11/00*#4-*-/"5;/'2*$&*$6/*1&4$#1$*1/4$/'*!"#$%&'(

Outbound C

alling service 34#(1&'"*+,'%-$*

8""*!/'*(54,$/*16#'3/0*#00&15#$/-*+

5$6*&,$.&,4-*1#""0*%'&(*$6/*1&4$#1$*1/4$/'*!"#$%&'(

*$&*#4*/@$/'4#"*05$/*N/)3)<*#*1&40$5$,/4$O*&'*$&*/@$/4-*#4*54.&,4-*&'*&,$.&,4-*1#""*$&*#*:5#"*P

,$*#3/4$)*10

remier S

corecard 34#(1&'"*+,'%-$*

L6/*.#0/*01&'/1#'-*!",0*$6/*#.5"5$2*$&*/-5$*QHRS0*#4-*0/"/1$*#--5$5&4#"<*!'/K.,5"$*QHRS0*11

C Lesson M

anagement

34#(1&'"*+,'%-$*•

:50!"#20*#00534(/4$0<*"/00&4*!'5&'5$5/0*#4-*-,'#$5&4<*#4-*1&(

!"/$5&4*-/#-"54/0**•

8""&+0*(

#4#3/'0*$&*#00534<*-/"5;/'<*#4-*$'#1E*$'#54543**•

T4#."/0*/(!"&2//0*$&*#11/00*$'#54543<*'/;5/+

*$6/5'*"/#'4543*650$&'2<*(&45$&'*$6/5'*

!'&3'/00<*#4-*-/;/"&!*1&(!/$/415/0*

trategic Planner

34#(1&'"*+,'%-$*•

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&4$60O*

• T4#."/0*,0/'0*$&*#4#"2X/*"&43K'#43/*0$#%%543<*0/';51/*"/;/"0*#4-*'/;/4,/*01/4#'5&0*54*+//E<*(

&4$6<*7,#'$/'<*#44,#"*&'*"&43/'*%&'(#$0*

creen Recording

34#(1&'"*+,'%-$*

uthority

o. 98000-000000xxxx H

osted Contact C

enter 7 of 13

• !"#$%&'()*($+&'()*","-./'()*",0*1

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nalytics Driven Q

uality

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orkforce Optim

ization Seat

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o. 98000-000000xxxx H

osted Contact C

enter 8 of 13

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eat !"#$%&'()*+',-.)

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)+$-#$/,,"

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uthority

o. 98000-000000xxxx H

osted Contact C

enter 9 of 13

• !"#$%&"'(#$()*"(+"#,(-%.

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dditional Call R

ecording S

torage !"#$%&'()*+',-.)

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uthority

o. 98000-000000xxxx H

osted Contact C

enter 10 of 13

2.0 One-Tim

e Charges

One-tim

e charges are those that the GTA

Custom

er can expect to incur only once, maybe as part of im

plementing the Services or as part of

a change in Services (e.g. implem

entation charge). The table below should list all the one-tim

e charges that GTA

Custom

ers may incur and

describe the outcome they m

ay expect as a result of each of those charges.

e of One-Tim

e Charge

Description of O

utcome

Implem

entation per seat There is no specific per-seat im

plementation charge. A

gencies must purchase an

Implem

entation Package below and / or im

plementation services via R

ate Card prices.

Implem

entation per Contact

Center

There is no specific per-Contact C

enter implem

entation charge. Agencies m

ust purchase an Im

plementation Package below

and / or implem

entation services via Rate C

ard prices. 3

ork Group Im

plementation

Package

Alternative C

harge Provides a package of im

plementation services as described in Transition Plan.

Corporate Im

plementation

Package

Alternative C

Enterprise Im

plementation

Package

Alternative C

Enterprise P

lus Im

plementation P

ackage A

lternative Charge

Provides a package of implem

entation services as described in Transition Plan. 7

uality Managem

ent Setup

Optional C

harge Provides im

Quality M

anagement S

etup P

remier

Optional C

harge Provides im

Workforce M

anagement

Optional C

harge Provides im

Workforce M

anagement

Setup P

remier

Optional C

harge Provides im

ier Scorecard S

etup O

ptional Charge

Provides implem

C Lesson M

anagement S

etup O

ptional Charge

Provides implem

trategic Planner S

etup O

ptional Charge

Provides implem

creen Recording S

etup O

ptional Charge

Provides implem

entation services as described in Transition Plan.

uthority

o. 98000-000000xxxx H

osted Contact C

enter 11 of 13

Analytics D

riven Quality

Optional C

harge Provides im

InView

Optional C

harge Provides im

Workforce O

ptimization

Optional C

harge Provides im

Survey S

etup - IVR

ptional Charge

Provides implem

osted VoIP

Agent S

etup O

ptional Charge

Setup and configuration for an agent to use a Hosted V

oIP connection. 20

M Integration S

etup O

ptional Charge

Provides implem

riven Screen P

op / Call

Routing S

etup O

ptional Charge

Provides implem

Additional A

gent Implem

entation O

ptional Charge

Provides implem

entation for one (1) additional agent beyond the quantity of agents included in an Im

plementation Package.

uthority

o. 98000-000000xxxx H

osted Contact C

enter 12 of 13

ate Card C

harges

Rate C

ard charges are costs for professional services. GTA

expects that in most cases no professional services w

ill be required for the use of the Services, and as such the use of these professional services should be seen as entirely optional. The professional services detailed below

must be associated w

ith the delivery of the Services; general professional services (e.g. project managem

ent) may not supplied under

any agreement that m

ay be awarded as an outcom

e of this RFP.

Professional Service D

escription of Professional Service 1

Contact C

enter Consultant

Assessm

ent of all aspects of customer contact operations, including both autom

ated and agent-based applications, to identify specific activities to im

prove business results. A

ssessment m

ay address containment w

ithin automated (IV

R) applications, feedback

from constituents, determ

ination of key performance indicators, or other operational

aspects. 2

Professional Trainer Training on all aspects of the inC

ontact service, including agent interface, supervisor interface, adm

inistrator interface, reporting, application development tools, quality

managem

ent and workforce m

anagement.

3 Project M

anager Planning, coordination, im

plementation and finalization projects to im

plement or m

odify H

osted Contact C

enter, according to the specifications and deadlines. Definition of project

objectives, creation of schedules and oversight of quality control throughout the entire project. M

anagement of A

T&T / inC

ontact team m

embers and coordination w

ith agency team

. Identification, assessment and m

inimization / m

itigation of project risks until successful project com

pletion 4

Application D

eveloper D

iscovery, design, development and configuration of voice and m

ultimedia call flow

s, report custom

ization, external system integrations and other inC

ontact features and capabilities not covered under a specific im

plementation package purchased by an agency.

uthority

o. 98000-000000xxxx H

osted Contact C

enter 13 of 13

4.0 Equipm

ent Charges

assumes and desires a solution w

here all equipment, softw

are, licenses and materials are included in the Services. H

owever, if there is

optional equipment that the Service Provider w

ould like to highlight for GTA

Custom

er potential use, that equipment should be identified

e of Equipment C

harge D

escription 1

VoIP Adapter (IAD)

Model M

P-112 VoIP Internet Access Device (IAD

VoIP Hard Phone

Polycom SoundPoint IP 331 SIP 2-line IP Phone 2-port sw

itch w/Pow

er Supply and POE

oftphone C

ounterpath Bria V

oIP Softphone 4

att hcc rfp solution and pricing

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