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Dialer rfp v 2.4 om 30_oct12 Dialer rfp v 2.4 om 30_oct12 Document Transcript

  • Page 1 of 23Orange Lake Resort DIALER RequirementsProject Name:Orange Lake Dialer UpgradeDate:10/29/2012Business Area:All Business AreasVersion: 2.3DISCLAIMER:The information contained in this document is confidential and legally privileged toOrange Lake Resorts. Any disclosure, copying, distribution, or any action or act offorbearance taken in reliance on it, is prohibited and may be unlawful.
  • Page 2 of 23Revision RecordChange Record Date Authorv.1.1 09/21//2012 Mike Abelv.2.0 10/17/2012 Orlando Morenov.2.2 10/22/2012 Orlando Morenov.2.3 10/29/2012 Orlando Morenov.2.4 10/30/2012 Orlando Moreno.............................................................................................................................................11 Introduction.......................................................................................................................71.1 Project Goal...................................................................................................................71.1.1 Orange Lake Resorts has a need to update its business dialer system to a morerobust unified communications platform that can handle all customer interactionsincluding phone, chat, fax, SMS and email. ...............................................................71.2 Project Objective...........................................................................................................71.2.1 The objective of this purchase is to replace the Aspect Unified IP systems witha state-of-the-art Unified Communications Platform..................................................7To achieve this objective, Orange Lake Resorts is soliciting proposals fromqualified vendors to provide a replacement system to satisfy current and futureneeds............................................................................................................................71.2.1.1 Each Business Unit will have the ability to automate daily upload tables.. 71.2.1.2 Each Business Unit will have the ability to lock out the ability to makechanges across departments/applications.................................................................71.2.1.3 The Dialer will have multiple levels of control (roles)................................71.2.1.4 The dialer will have the Capacity to keep recordings for multiple years....71.2.1.5 The Dialer will have real-time statistics and tracking of call history..........71.2.1.6 The Dialer will have Service Level Alerts...................................................71.2.1.7 The dialer will have the ability to integrate multiple call centers................71.2.1.8 The dialer will have the ability for exclusion and filtering management....71.2.1.9 The dialer will have all of the outbound modes like predictive, preview,auto, progressive, manual, blasting, etc...................................................................71.2.1.10 The Dialer will have redundancy/Failover/Backup systems in place........71.2.1.11 The Dialer will have integration with API/CTI/DDE................................71.2.1.12 The Dialer will have the ability for 3rd party monitoring.........................71.2.1.13 The Dialer will have custom list importing/Dialing..................................71.2.1.14 The Dialer will have Skills-based routing.................................................71.2.1.15 The Dialer will have Lead Recycling and DNC Screening.......................71.3 Sponsors / Stakeholders Approvals...............................................................................82 Vendor Proposal Process..................................................................................................92.1 Response Timing and Contact information...................................................................9
  • Page 3 of 232.1.1 Vendors interested in submitting a proposal for this project should respondwith their intent by xxxxxxx........................................................................................92.1.2 All responses and related communications must be sent to: Respond to: ........9Orlando Moreno, Sr IT project manager, Orange Lake Resorts, 8505 W IrloBronson Memorial Hwy., Kissimmee, FL 34747; 407-239-0000 ext. 1705;omoreno@orangelake.com..........................................................................................93 Business Requirements / Features / Characteristics........................................................103.1 Current Functionality...................................................................................................103.1.1 The current Dialer handles incoming and outgoing phone calls with limitedcall flow functionality. There are restricted capabilities for instant message, fax oremail with the dialer. ..............................................................103.2 Users............................................................................................................................103.2.1 Club...................................................................................................................103.2.2 Marketing..........................................................................................................103.2.3 Capital Management.........................................................................................103.2.4 In-house.............................................................................................................103.2.5 Help Desk..........................................................................................................103.3 Access..........................................................................................................................103.3.1 Enterprise Licenses...........................................................................................103.3.1.1 IT Licenses that can control all sub-accounts............................................103.3.2 Sub-Account (L&P Licenses)...........................................................................103.3.2.1 Each sub-account (Departments) license that can have X licensed usersthat can only see the services, lists, users and options that apply to their team.....103.4 BUSINESS REQUIREMENTS...................................................................................10Provide a summary of the proposed dialer solution. Include an overview of thehardware, software, architecture and design, cloud environment, management,implementation and support of the proposed solution to meet the requirements asdescribed in this RFP. Include additional functionality offered by the Vendor that isnot a requirement of this RFP. .................................................................................10Below please describe how your solution addresses each business requirement listed.. .10General..............................................................................................................................103.4.1 Needs to have all OB modes like predictive, preview, auto, progressive,manual, blasting, etc. Outbound dialing to create and manage preview, power andpredictive campaigns using out automated outbound dialer application...................103.4.2 Multiple levels of control (roles) and tree selections for ACD calls. The newContact Center system should improves operational performance with IVR, ACD,automated dialing, call recording, workforce management (WFM), screen popintegration and the multichannel routing of e-mail and web chat. Agents andsupervisors should be able to improve service levels with desktop call control,desktop faxing, and real-time presence and monitoring............................................103.4.3 Ability to turn on and off call holding stats to give to inbound calls - better anautomated message after hold times or number of calls exceeds a pre-definedthreshold.....................................................................................................................113.4.4 Closed services can have the option to go to a voicemail. Knowledgemanagement and auto response module to manage knowledge bases and automate e-mail and web auto responses......................................................................................11
  • Page 4 of 233.4.5 Ability to have a recording offer to go to another option like leave a messagewith a call back time or go to another services such as an IVR automated paymentprocessing system......................................................................................................113.4.6 Priority settings for inbound lines (i.e. internal transfer lines go to the front ofthe line)......................................................................................................................113.4.7 Agent Skill based routing..................................................................................113.4.8 Line and Campaign based priority routing for inbound call types...................113.4.9 Multimedia queuing to handle incoming telephone calls, faxes, voice mailmessages and e-mails, as well as Internet-based interactions such as text chats, Webcallback requests, and voice over Net calls...............................................................11Recording..................................................................................................................113.4.10 Multichannel recording to digitally record calls as well as e-mails, faxes andweb chats. ..................................................................................................................113.4.11 Screen recording for quality monitoring and compliance, as well as formonitoring agent performance ..................................................................................113.4.12 Capacity to keep recordings for multiple years..............................................113.4.13 Can download or have access to recordings even if we no longer use thisvendor........................................................................................................................11Campaign .................................................................................................................113.4.14 Loading lists done by ssis package currently. ................................................113.4.15 List management - Ability to run straight off queues: Daybreak Queues......113.4.16 Changes made to an outbound campaign/service take immediate effect.......113.4.17 Blended inbound/outbound campaign management to optimize agentresources in a blended environment IVR, including database “dips” and remotequery via a web service that enables interaction routing...........................................11Reporting ..................................................................................................................113.4.18 Call, Queue and Agent Performance Reporting.............................................113.4.19 Real Time Tracking/reporting. End-to-end reporting that tracks performancewith nearly 100 standard reports, including a Report Assistant to simplify ad-hoccustom reporting........................................................................................................113.4.20 All reports must be exportable to excel, pdf, csv............................................113.4.21 Users must be able to run reports from the Dialer..........................................123.4.22 Reporting (agent and team) can be scheduled daily, weekly, etc...................123.4.23 Calls transferred to a service or agent can be tracked back to the transferringDNIS, department and agent......................................................................................123.4.24 Ability to download the daily results to CRM updating the follow updates,Call activities and comments.....................................................................................12Administration..........................................................................................................123.4.25 Real-time continuous monitoring to oversee agents and workgroups, monitorqueues and stations, listen to lines, record interactions, view queue summarystatistics and more......................................................................................................123.4.26 Ability to easily create, update and supports telephony features like:............123.4.27 Ability to change messaging at the department level.....................................143.4.28 Agent weight skill sets....................................................................................14Screen Pops...............................................................................................................14
  • Page 5 of 233.4.29 Dialer screen pop needs to be customizable; including CRM integrations /screen pop: integrate to the most popular CRM packages — Salesforce.com,RightNow®, Microsoft® Dynamics® CRM, business objects, VisualCue and others— and support screen pops, database lookups and embedded call controls..............143.4.30 Ability to have script on screen pop that can scroll or have workflow buttonsto take them to next screen (yes no questions)..........................................................14Training ....................................................................................................................143.4.31 Training will be provided for business users: Add / Delete users, campaigns,AOD and ACD as well as Reporting and monitoring................................................14Additional Requirements..........................................................................................143.4.32 PCI Compliant................................................................................................143.4.33 Describe the security features of the proposed solutions. Describe keytechnical architecture and integration capabilities (including databases, and networkenvironments supported). Address the openness, scalability, reliability, andconfigurability of the solution. Is the new system able to provide Local ControlVoIP, Remote Control VoIP, and Remote Control TDM. Will your solutionmaintain orange lake current telecommunication vendor, existing trunk lines, keeptaking calls even if the WAN becomes unavailable; allow orange lake to keep voicein our network, recordings on our storage and data in our database?........................143.4.34 Describe your overall Business Continuity and Disaster Recovery process.What happens if the connection between the premise site and the hostedenvironment datacenter is lost?..................................................................................143.4.35 Email "blasting". ............................................................................................143.4.36 Inbound and outbound email queues. DID/DNIS call routing to specificmenus or queues. Prompting for a caller’s PIN, account number, etc. .....................143.4.37 Workforce management: including scheduling rules, agent drivenpreferences, vacation scheduling...............................................................................143.4.38 Post-call satisfaction surveys to improve KPIs and support agent training....143.4.39 Agent SCORECARDS customizable, reportable by team and agent, etc., Canlock out changes from certain levels, can send to managers for coaching, can attachthe recording and anonymity for the scorers. Agent monitoring/mentoring/scoringfor fail-safe quality assurance, including agent questionnaires and tools for rapidsearch and review ......................................................................................................143.4.40 Built-in multi-lingual support options for English, Spanish, German, Japaneseand other languages....................................................................................................143.4.41 Describe any other capabilities of the solution that would be of interest.......143.4.42 The system should support contact blending of inbound and outbound callsbased on system variables for rep skill......................................................................153.4.43 Does your solution have a do not call list? How is it managed? Would we beable to immediately add and remove from it? And describe any available reportingaround DNC...............................................................................................................153.4.44 Control the pacing of calling or have system determine the best pacing? .....153.4.45 Can Vendor provide a solution which is available 99.99% of the time permonth and is there contractual obligations and financial penalties for underperformance? .............................................................................................................15
  • Page 6 of 233.4.46 Diagram of proposed solution and integration with Orange Lake Resortsenvironment...............................................................................................................154 In addition to the basic requirements described above, please provide answers to thefollowing questions:...........................................................................................................15
  • Page 7 of 231 Introduction1.1 Project Goal1.1.1 Orange Lake Resorts has a need to update its business dialer system to a morerobust unified communications platform that can handle all customer interactions includingphone, chat, fax, SMS and email.1.2 Project Objective1.2.1 The objective of this purchase is to replace the Aspect Unified IP systems with astate-of-the-art Unified Communications Platform.To achieve this objective, Orange Lake Resorts is soliciting proposals from qualifiedvendors to provide a replacement system to satisfy current and future needs.1.2.1.1 Each Business Unit will have the ability to automate daily upload tables.1.2.1.2 Each Business Unit will have the ability to lock out the ability to make changesacross departments/applications.1.2.1.3 The Dialer will have multiple levels of control (roles).1.2.1.4 The dialer will have the Capacity to keep recordings for multiple years.1.2.1.5 The Dialer will have real-time statistics and tracking of call history.1.2.1.6 The Dialer will have Service Level Alerts1.2.1.7 The dialer will have the ability to integrate multiple call centers.1.2.1.8 The dialer will have the ability for exclusion and filtering management.1.2.1.9 The dialer will have all of the outbound modes like predictive, preview, auto,progressive, manual, blasting, etc.1.2.1.10 The Dialer will have redundancy/Failover/Backup systems in place.1.2.1.11 The Dialer will have integration with API/CTI/DDE.1.2.1.12 The Dialer will have the ability for 3rdparty monitoring.1.2.1.13 The Dialer will have custom list importing/Dialing.1.2.1.14 The Dialer will have Skills-based routing.1.2.1.15 The Dialer will have Lead Recycling and DNC Screening
  • Page 8 of 231.3 Sponsors / Stakeholders ApprovalsStakeholder& SponsorsTitle /DepartmentInterest Signature DateLea WattsVP, Owner Support/ ClubExecutive SponsorPedro VelezSenior Director,Owner Support /ClubBusiness Lead Partner/SteeringNick PestilloDirector CallCenter / CLUBBusiness Lead / SteeringJay DudhnathManager CallCenter / CLUBActive Key-PlayerSteve PflugnerVP – CapitalManagementExecutive SponsorDavid KennedySr Dir Portfolio CapMgmtBusiness Lead / SteeringDavid HubbsManager of DialerSystemActive Key-PlayerTom Nelson Decision MakerWill TadichVP – On-SiteMarketingExecutive SponsorPatricia RojasSr. Manager –MarketingBusiness Lead / SteeringJerry ButcherVP, Off Site Mkt &SalesExecutive SponsorSteven MurphyMkt Specialist / OffSite Mkt & SalesActive Key-PlayerLee BackusMgr Call Ctr / OffSite Mkt & SalesKey-PlayerMike KellyMgr Call Ctr / OffSite Mkt & SalesKey-PlayerCindi CurtisManager / Off SiteMkt & SalesKey-PlayerPablo AngelActivations Sup /Off Site Mkt &SalesKey-PlayerRanice RogersDirector MarketingCall CenterBusiness Lead Partner/SteeringGloribelRosarioDirector, HelpDeskBusiness Lead Partner/SteeringMichael LoofManager of HelpDeskKey-PlayerMike Abel Appls Dev Active Key-PlayerMike Ladewski Sr Appls Dev Active Key-PlayerKurt Begelman Dir Telecom Active Key-PlayerMark Brown Eng 3 Telecom Active Key-PlayerMargaritaLouredoVP - IT Executive SponsorMeepani Lynch Dir IT Serv Project SponsorOrlandoMorenoProject Mgr / IT Project Driver
  • Page 9 of 232 Vendor Proposal Process2.1 Response Timing and Contact information2.1.1 Vendors interested in submitting a proposal for this project should respondwith their intent by xxxxxxx2.1.2 All responses and related communications must be sent to: Respond to:Orlando Moreno, Sr IT project manager, Orange Lake Resorts, 8505 W Irlo BronsonMemorial Hwy., Kissimmee, FL 34747; 407-239-0000 ext. 1705;omoreno@orangelake.comProcess TimelineActivity Targeted DateSubmit RFP document to prospective vendorsRFP Vendor Question PeriodVendors submit RFP Response Proposals toOrange Lake ResortsOrange Lake Resorts reviews responses andselects top vendorsOrange Lake Resorts notifies all respondersDue Diligence with top vendorsFinal Vendor SelectionImplementation of selected system1.1.1 Vendor RFP proposal response should include the following:1.1.2 Executive Summary1.1.3 Responses to the specific requirements outlined in the Business Requirementssection of this RFP (Section 3)1.1.4 Description of the implementation and rollout methodology that includes the keymilestone steps.1.1.5 Pricing1.1.6 The response package must be delivered in electronic format.
  • Page 10 of 233 Business Requirements / Features / Characteristics3.1 Current Functionality3.1.1 The current Dialer handles incoming and outgoing phone calls with limitedcall flow functionality. There are restricted capabilities for instant message, fax oremail with the dialer.3.2 Users3.2.1 Club3.2.2 Marketing3.2.3 Capital Management3.2.4 In-house3.2.5 Help Desk3.3 Access3.3.1 Enterprise Licenses3.3.1.1 IT Licenses that can control all sub-accounts3.3.2 Sub-Account (L&P Licenses)3.3.2.1 Each sub-account (Departments) license that can have X licensed usersthat can only see the services, lists, users and options that apply to their team.3.4 BUSINESS REQUIREMENTSProvide a summary of the proposed dialer solution. Include an overview of the hardware,software, architecture and design, cloud environment, management, implementation andsupport of the proposed solution to meet the requirements as described in this RFP. Includeadditional functionality offered by the Vendor that is not a requirement of this RFP.Below please describe how your solution addresses each businessrequirement listed.General3.4.1 Needs to have all OB modes like predictive, preview, auto, progressive, manual,blasting, etc. Outbound dialing to create and manage preview, power and predictivecampaigns using out automated outbound dialer application.3.4.2 Multiple levels of control (roles) and tree selections for ACD calls. The new ContactCenter system should improves operational performance with IVR, ACD, automated dialing,call recording, workforce management (WFM), screen pop integration and the multichannelrouting of e-mail and web chat. Agents and supervisors should be able to improve servicelevels with desktop call control, desktop faxing, and real-time presence and monitoring.
  • Page 11 of 233.4.3 Ability to turn on and off call holding stats to give to inbound calls - better anautomated message after hold times or number of calls exceeds a pre-defined threshold.3.4.4 Closed services can have the option to go to a voicemail. Knowledge management andauto response module to manage knowledge bases and automate e-mail and web autoresponses3.4.5 Ability to have a recording offer to go to another option like leave a message with a callback time or go to another services such as an IVR automated payment processing system.3.4.6 Priority settings for inbound lines (i.e. internal transfer lines go to the front of the line).3.4.7 Agent Skill based routing.3.4.8 Line and Campaign based priority routing for inbound call types.3.4.9 Multimedia queuing to handle incoming telephone calls, faxes, voice mail messages ande-mails, as well as Internet-based interactions such as text chats, Web callback requests, andvoice over Net calls.Recording3.4.10 Multichannel recording to digitally record calls as well as e-mails, faxes and webchats.3.4.11 Screen recording for quality monitoring and compliance, as well as for monitoringagent performance3.4.12 Capacity to keep recordings for multiple years.3.4.13 Can download or have access to recordings even if we no longer use this vendor.Campaign3.4.14 Loading lists done by ssis package currently.3.4.15 List management - Ability to run straight off queues: Daybreak Queues.3.4.16 Changes made to an outbound campaign/service take immediate effect.3.4.17 Blended inbound/outbound campaign management to optimize agent resources in ablended environment IVR, including database “dips” and remote query via a web service thatenables interaction routing.Reporting3.4.18 Call, Queue and Agent Performance Reporting.3.4.19 Real Time Tracking/reporting. End-to-end reporting that tracks performance withnearly 100 standard reports, including a Report Assistant to simplify ad-hoc custom reporting.3.4.20 All reports must be exportable to excel, pdf, csv.
  • Page 12 of 233.4.21 Users must be able to run reports from the Dialer3.4.22 Reporting (agent and team) can be scheduled daily, weekly, etc.3.4.23 Calls transferred to a service or agent can be tracked back to the transferring DNIS,department and agent.3.4.24 Ability to download the daily results to CRM updating the follow updates, Call activitiesand comments.Administration3.4.25 Real-time continuous monitoring to oversee agents and workgroups, monitor queuesand stations, listen to lines, record interactions, view queue summary statistics and more.3.4.26 Ability to easily create, update and supports telephony features like:• Alternate greetings• Announcement of Number of Messages Received• Announcement of Priority of Messages Received• Announcement of Type of Messages Received• Bypass Personal Greeting• Capability For Customer Defined Prompts / Recordings• Customer Definable Key Press Mapping• Date & Time Stamp• Date & Time Stamp based on user time zone• Daylight Savings Time• Deleted Message Recovery• Greeting Skipping• Guest Mailboxes• Message Confirmation• Message Delivery Options (i.e. priority, private, etc.)• Message Forward• Message Playback• Message Record• Message Skipping• Multiple Addressing• Networking (forward voice mail to other users)• Network Broadcast Messages• Outside Caller Message Editing• Private Delivery• Private Distribution List• Public Distribution List• Reply To Sender• Saved Messages• Urgent Delivery• Volume Control During Playback1.1.7 Easy editing of scripting and application pop.
  • Page 13 of 231.1.8 Ability to make changes on the fly in department - simple enough that anyone canmake the change with very little or no direction and intuitive enough that training is notneeded.1.1.9 Ability to quickly turn on and off closed messages for meetings and/or emergencies.User-definable alarms, including automatic alerts whenever important conditions occur. Alertmonitor view to manage real-time exceptions across operations. Real-time system/agent/workgroup monitoring and alerts that equip supervisors to make faster, more informeddecisions1.1.10 Can access and make changes from a remote location/ smart phone. Remote and at-home agent support to leverage agents in a distributed environment easily: branch locations,WAH, etc.1.1.11 Ability to automate daily upload tables1.1.12 Optimal solution is an API interface between dialer and daybreak that would be theinteraction screen pop1.1.13 Automated fill in the blank notes on dialer script.1.1.14 Real-time presence management to ensure agent/user availability at all times. Abilityto turn on and off an agents abilities without them having to sign out and back on the system.1.1.15 Changes to a filter take immediate effect without restarting list or going back to thestart of a list.1.1.16 Area Code time zone management including daylight savings time for North AmericaDialing Plan.1.1.17 Country Code time zone management including daylight savings time for InternationalDialing Plan.1.1.18 List/campaign filtering up to at least 20 fields.1.1.19 Multiple phone # dialing (6 or more).
  • Page 14 of 233.4.27 Ability to change messaging at the department level.3.4.28 Agent weight skill sets.Screen Pops3.4.29 Dialer screen pop needs to be customizable; including CRM integrations / screen pop:integrate to the most popular CRM packages — Salesforce.com, RightNow®, Microsoft®Dynamics® CRM, business objects, VisualCue and others — and support screen pops,database lookups and embedded call controls.3.4.30 Ability to have script on screen pop that can scroll or have workflow buttons to takethem to next screen (yes no questions).Training3.4.31 Training will be provided for business users: Add / Delete users, campaigns, AOD andACD as well as Reporting and monitoring.Additional Requirements3.4.32 PCI Compliant.3.4.33 Describe the security features of the proposed solutions. Describe key technicalarchitecture and integration capabilities (including databases, and network environmentssupported). Address the openness, scalability, reliability, and configurability of the solution. Isthe new system able to provide Local Control VoIP, Remote Control VoIP, and Remote ControlTDM. Will your solution maintain orange lake current telecommunication vendor, existing trunklines, keep taking calls even if the WAN becomes unavailable; allow orange lake to keep voicein our network, recordings on our storage and data in our database?3.4.34 Describe your overall Business Continuity and Disaster Recovery process. Whathappens if the connection between the premise site and the hosted environment datacenter islost?3.4.35 Email "blasting".3.4.36 Inbound and outbound email queues. DID/DNIS call routing to specific menus orqueues. Prompting for a caller’s PIN, account number, etc.3.4.37 Workforce management: including scheduling rules, agent driven preferences,vacation scheduling.3.4.38 Post-call satisfaction surveys to improve KPIs and support agent training3.4.39 Agent SCORECARDS customizable, reportable by team and agent, etc., Can lock outchanges from certain levels, can send to managers for coaching, can attach the recording andanonymity for the scorers. Agent monitoring/mentoring/scoring for fail-safe quality assurance,including agent questionnaires and tools for rapid search and review3.4.40 Built-in multi-lingual support options for English, Spanish, German, Japanese andother languages.3.4.41 Describe any other capabilities of the solution that would be of interest
  • Page 15 of 233.4.42 The system should support contact blending of inbound and outbound calls based onsystem variables for rep skill3.4.43 Does your solution have a do not call list? How is it managed? Would we be able toimmediately add and remove from it? And describe any available reporting around DNC3.4.44 Control the pacing of calling or have system determine the best pacing?3.4.45 Can Vendor provide a solution which is available 99.99% of the time per month and isthere contractual obligations and financial penalties for under performance?3.4.46 Diagram of proposed solution and integration with Orange Lake Resorts environmentProvide a high-level diagram of the proposed solution, highlighting integration with the OrangeLake Resorts environment. Provide an OLCC specific block diagram of your proposed solutionthat depicts key elements (hardware and software), and how you will integrate with the OLCCenvironment. Differentiate hosted elements and premise-based elements. Include types ofcommunication and integration between points in the proposed solution and between theproposed solution and the OLCC environment. Indicate components that you or a third-partyproviders. Indicate any components you expect OLCC to provide in order to deliver a completesolution, and any elements that are listed as optional.Provide a diagram for the “day one” configuration supporting each of Orange Lake Resortssites, and diagram(s) for end state or transition phases that depict the changes required tosupport Orange Lake Resorts plans for virtualization.4 In addition to the basic requirements described above, pleaseprovide answers to the following questions:System Architecture1. Is the system based on client/server architecture?2. Is the server based on the Windows 2000 operating system?3. Does the system support the Windows NT event log?4. Does the system integrate to Microsoft Exchange?5. Does the system integrate to Lotus Notes?6. Does the system use TCP/IP as the communication protocol to the PC Workstations?7. Is the system based on open system standards?8. Does the system use industry standard server hardware?9. Does the system use industry standard telephony boards or is it proprietary?10. Can client/agent applications run on any Windows 98/2000/XP workstation?11. Does the system have open interfaces for client and server-side customization?12. Does the system support DDE?13. Does the system support Microsoft’s COM API?System Components1. Does the system provide universal line ports that act as a PBX port, an IVR port, avoicemail port, a fax port, a Web call-back port, or an ACD port? Or are applications suchas IVR and voice mail switched to a separate server?2. Does the system provide IVR functionality or is that a separate component? If separateplease explain how it is integrated to the ACD?3. Does the system provide Web integration, or is that a separate component?4. Does the system provide voice messaging for the call center, or is that a separatecomponent?5. Is real-time reporting a standard feature or an add-on component?6. How does the system provide for fault tolerance in a server-based environment?PBX & IP Telephony
  • Page 16 of 231. Does the system function as a PBX?2. Can a common dial plan be supported between third-party PBX extensions and systemstations?3. Can users authenticate themselves on a phone and receive dialing privileges?4. Can applications written on the system function in both a traditional and IP telephonyenvironment on the same system?5. Is a soft-phone client available for business users?6. Can the soft-phone client support personal and company phone directories?7. Is call forwarding and find-me supported?8. Is presence management supported for business users?9. Please describe the IP telephony call control protocol used by the system.10. Is the system based on the SIP IP telephony standard?11. Please include phone make and model number(s) proposed. Also indicate whether thesephones support the SIP standard or not. If they support SIP, please indicate if there is anyadditional cost to support SIP over the phone price quoted.12. Please describe the gateways proposed in the final solution. Do these support the SIPstandard? If so, and if the proposed call control method proposed in this RFP responsedoes not use SIP, can SIP and the proposed call control method be simultaneouslysupported?13. Please describe how the following media processing capabilities are supported in an IPtelephony environment?• Supervisor Listen to Call• Record Call• Outbound Call Analysis14. Can the system function as a gateway, or is a separate SIP gateway required?15. Can the system function as a SIP proxy, or is a separate SIP proxy required?ACD16. Can the system support an unlimited number of configured agents?17. Can the system support an unlimited number of agent groups?18. Can the system support an unlimited number of queues?19. Can the system support an unlimited number of routing schemes? Please describe.20. Can the system support an unlimited number of steps per routing scheme?21. How many music on-hold choices does your system have?22. Is there a limit to the number of messages that can be played to callers while they are onhold; how many?23. Does the system support skills based routing?24. Does the system allow skills to be prioritized or weighted?25. Does the system support a “desire to use” for routing to a skilled agent?26. Does the system weight the “desire to use” factor in the case that certain agents are onlymeant for back-up situations?27. Does the system support agent cost-based routing?28. Does the system support routing calls to agents based on particular agent attributes?29. Does the system support routing callers based on ANI?30. Does the system support routing callers based on DNIS?31. Does the system support routing callers based on a database look-up?32. Does the system support assigning skills based on IVR options selected?33. Does the system support weighting skills or desire to use for agents based on IVR look-ups?34. Does the system support prioritizing a call based on a database attribute of the caller suchas account status?35. Can the system offer choices to the caller while in queue?36. Can the caller hit a DTMF digit at any time while in queue to hear other options withoutbeing removed from the queue?37. Can the caller have multiple choices for music or messages while on hold?38. Does the system tell the caller the status of the queue such as duration of expected holdtime, number of callers presently in queue, age of longest hold time, etc.?
  • Page 17 of 2339. Can the system put other objects besides calls into the queue? Can the system apply thesame set of rules to these objects as telephone calls? Based on the questions above,please outline limitations on these objects.Intelligent Routing Schemes1. Can the system route callers based on DNIS? Is there a limit to the number of DNIS codesthat may be configured?2. Can the system route callers based on ANI? Is there a limit to the number of ANI codes thatcan be configured?3. How are ANI and DNIS information stored?4. Can agents maintain membership to simultaneous workgroups and receive queuedinteractions based upon skill assessment?5. Can callers be notified of potential wait times?6. Can calls or other objects wait in queue for certain duration and then be escalated to otherqueues?7. Can calls or other queue objects be routed to the last agent the caller spoke with on a priorcall?8. Can callers be given an option for a callback that will call them back in the order their callwas received?9. Can the following routing strategies be used?• Look at the status of the queues before actually sending a call into the queue• After queue-in the call for a specific workgroup of agents or skilled agents, can thesystem then check the status of a different workgroup queue to decide if the callshould be re-routed?• Can the system route calls based on status of a queue or queues• Can the system route calls based on the database information about the caller?• Can the system decide to overflow calls to a different queue or skill level?• Can the system prioritize callers?• Can the system route the caller to the last agent who processed their last call?• Can the system route the caller based on the line or line group the call arrived on?• Can the system overflow the call to an alternate site?• Can the system allow the users to build their own routing strategies?10. Can calls be directed to an agent’s pre-recorded greeting (auto greeting)?Skills-based Routing1. Is there a limit to the number of skills that can be configured; how many?2. Is there a limit to the number of skills that can be assigned to an agent; how many?3. Can skills be assigned to calls based on their ANI?4. Can skills be assigned to calls based on their DNIS?5. Can skills be assigned to other queue objects such as e-mail requests, Internet text chatrequests, and voice messages based on their attributes as well?6. Can skills be assigned to calls based on the interactive voice response options selected suchas service requested, product information needed, language, etc.?7. Can skill levels required to process the call be assigned dynamically while the caller is onhold?8. Can skill levels required to process the call be changed based on the duration that the callerhas been on hold?9. How many skills can be assigned to a call that is required to process the call?10. If no skilled agents are available, does the call just go into a holding queue, or can skilllevels be re-assigned to the call to look for other less-skilled agents.11. If the best agents are not available, can the caller be informed and allowed to leave avoice message for that skill group or have the option to speak with a less-skilled agent?12. Are the following skills based routing features available:• Master List of Skills• Workgroup-based• Proficiency• Desire to Use• Relative Weighting
  • Page 18 of 23• User-based• Workgroup Skills Inheritance• Override Inheritance• Proficiency• Desire to Use• Cost• Customizable Attributes• Interaction-based• Established per Interaction• Priority• Required Skills / Skills Weighting• Time in System / Time in Queue• Excessive Time in QueueCall Center Voicemail1. Can callers have the option to leave a message?2. Are callers still in the queue when given this option? If not, please explain.3. If the caller chooses to remain on hold, do they continue to maintain their place in queue?4. If the caller chooses to leave a message, can they still be routed to an agent if onebecomes available?5. If the caller completes their message, can the caller cancel recording if they choose?6. If the caller completes their message, can the caller re-record their message if they choose?7. Can agents and supervisors see that there are callers in queue who are leaving voicemessages?8. Once a voice message is left by a caller, is the message stored in a file format that caneasily be attached to a customer database or call record?9. Once a caller leaves a voice message, can the message be sent via e-mail so those agentscan easily make notes and forward the message to another agent or supervisor?10. When a voice message is left, can all options selected by the caller and attributes aboutthe caller be attached to the voice message for agent processing information?Call Center E-mail Integration1. Can e-mails be forwarded to the call center for processing?2. Can e-mails be forwarded to a specific skilled agent?3. Can e-mails be automatically generated by your system?4. Can e-mails be generated based on database events?5. Can e-mails be generated on a scheduled basis?6. Does your system integrate to Microsoft Exchange/Lotus Notes/IMAP4/LDAP/SMTP?7. Can e-mails generated by your system contain database fields, such as a merge?Interactive Voice Response1. Does the system integrate to any ODBC-compliant database?2. Does the system use Microsoft’s Sequel Server?3. How many ODBC-compliant database connections can be open at one time?4. Does the system support Query, Insert, Update, Delete, and Use DDL?5. Can multiple database connections be used for a single caller?6. Are the database connections cached?7. How many voice prompts can be used with the caller?8. Does the system support multiple languages?9. Is there a limit to the number of prompts that can be played to the caller?10. Does the system support text-to-speech to read addresses? If so, what type is used?Web Interface1. Can the system provide Web callbacks?2. Can the system act on any HTML event such as send a fax, make a telephone call, generatean e-mail, send back a different HTML page, etc.?
  • Page 19 of 233. Can the system provide interactive web page applications such as account status and onlinequestionnaires?4. Can the system allow customers to query any ODBC compliant database and update thatdatabase while on an HTML page?5. Does the system provide an integrated chat server?6. Are text chats routed to agents in the same queue as telephone calls?7. Can the text chat have pre-defined text for agents to respond quickly to frequently askedquestions?8. Can the text chat session have a picture of the agent?9. Can the text chat session allow the agent to also control the customer’s browser interface?E.g. lead the customer to billing addresses, sales information, etc.10. Does the system integrate to Microsoft’s Netmeeting to provide voice and video over theInternet with agents?Call Center Fax Server and Fax Queuing for Agents1. Does the system support the following features to route faxes:• Direct Inbound Dialing (DID)• Faxes to Specific Individual/Group• Routed Based on Dialed Number• Subfield Addressing• Faxes to Specific Individual/Group• Sender Enters Extension Number• Administrator Routing• Faxes to Assigned Administrator(s)• Forward Based on Cover Page2. Does the system support the following features to retrieve faxes?• Desktop Access via Email• Appear with Email, Voice Mail, etc.• Access Directly from Email• Any Size or Orientation• Rotate/Resize/Enlarge/Reduce• Gray Scale / Invert Image• Print with Options• Phone Access• Use any Touch-tone Phone• Send to Nearby Fax Machine• Read using OCR and Text-to-Speech• Internet Access via Web Browser3. Does the system support the following features for sending faxes?• Scan Document/Image into Fax Page• Add Predefined Fax Cover Page• Send Fax to Fax Machine• Send Fax via EmailMulti-media Queuing1. Can multiple types of objects such as telephone calls and Internet text chat requests, etc.be placed in the same queue?2. If so, is there a visual indication to the agent of the type of object that is in the queue?3. Can different types of objects be assigned different priority levels in the queue forprocessing?4. Can queue objects be routed differently based on their type such as chat requests may berouted to one skill set as opposed to telephone calls, etc.?5. Can queue objects be escalated to a supervisor if they have not been processed in asufficient timeframe?Outbound Predictive Dialing1. Does the system provide an integrated predictive dialer or is that a separate product?
  • Page 20 of 232. If it is integrated, how does the predictive dialer connect to the ACD for accurate outboundprediction?3. If it is not integrated, what product do you recommend and what is its interface to theACD? Please outline all associated costs for integration.4. Does the predictive dialer integrate to any ODBC-compliant database for the campaign calllists?5. Does the dialer import campaign list information? If so what is the size limitation of the list?If not, can the Dialer use the database table itself? If the CUSTOMER database table isused, is there any size limitation to the size of the database table?6. Can the call list be sorted while the campaign is running?7. Can the call list be filtered while the campaign is running?8. Does the dialer send outbound connected calls into the same queue as inbound calls or doagents have to log in and out of inbound and outbound processing?9. How does the predictive dialer know that agents are on inbound calls or other not availablestatus?10. Can the supervisor see from the real-time monitor that agents are on outbound calls?11. Can the supervisor see from the real-time monitor the specific call detail for an outboundcall?12. Are call recordings and supervisor monitoring capabilities different on the Dialer or arethey the same as for inbound calls?13. Are their combined reports regarding agent performance for both inbound and outbound?14. Please explain how the predictive dialer’s algorithm works.15. Can the predictive dialer run a campaign in preview mode?16. Can the predictive dialer run a campaign in “power dial” mode (progressive dialing)?17. Can the predictive dialer run different campaigns in different modes at the same time?18. How does the predictive dialer handle blocked calls?19. How does the predictive dialer handle time zones?20. How does the predictive dialer handle re-scheduled calls?21. Can re-scheduled calls be directed to a specific agent?Outbound call processing options1. Can outbound calls be directed to an automated message?2. Can outbound calls be directed to an IVR script? If so, is this part of the integratedpackage, or is a separate port required?3. Can outbound calls be directed to an automated survey?4. Can outbound calls be directed to an agent based on skill level required for that call type?5. Can agents logged into a campaign record an “auto greeting” so that their greeting alwaysstays “fresh”?Campaign Configuration Options1. Can the campaign list come from any ODBC-compliant database source?2. Can the call list history update the same database in a real-time basis or is a batch updateprocess required?3. How does the dedicated trunk group to a particular campaign work?4. Can trunks be moved in and out of campaign trunk groups quickly?5. Can the maximum abandon rate be configured?6. Can the number of minutes between calls to a busy number be configured?7. Can the number of minutes between calls to a ring no answer be configured?8. Can the number of minutes between calls to an answering machine be configured?9. Can the incoming high and low level of calls on the trunk group be configured so that theDialer will slow down or speed up based on incoming calls?10. Can sections of the agent call script be tied to the predictive algorithm such as thegreeting, product information, closing, billing information, etc.? Can those be configured?11. How is the campaign schedule configured?Outbound Agent Call Scripting1. Can an agent log into multiple campaigns?2. How does the agent know which campaign a call is for?3. Does the agent call script support HTML format?
  • Page 21 of 234. Can the agent hyperlink to a web page with standard product information on it?5. Can the agent control the call such as hold, transfer, conference right on their call script?6. Can the agent change data about the caller in the script?7. Does the changed data immediately update the CUSTOMER database or must it be batched?8. Can the agent take new information from the caller such as a lead or order?9. Can novice agents have a different script from experienced agents?10. Can agents open other applications from their script?11. When the agents wish to open a different application, can it automatically open theappropriate record, or does the agent have to re-enter the customer information?12. Can the same script be used for inbound calls?13. Are there any limits to the number of “branches” or options in the script?14. Is there any limitation to the size of the script itself?15. Can a particular option taken in a script start call recording without the agent knowing it?16. Can particular options taken in a script create dependencies such as required fields for theagent to fill out with the customer?17. Are stages of the call script tied back to the predictive algorithm so that the Dialer knowsthat one agent is in the greeting stage of the call and another is in the “productinformation stage” of the call – very different chances that the agent will be ready for thenext connected call...?Real-Time Queue Monitoring and Supervisor Handling1. Can supervisors and/or agents see a detailed list of agents by workgroup or team and viewtheir present status?2. Is there summary information regarding the number of agents logged in, number on calls,etc.? Please outline all summary statistics available.3. Are agent status indicators configurable?4. Once that the present status is displayed, can a particular agent’s information be displayed?5. Can a particular user be selected to view or listen to their specific calls?6. Is there real-time information available on the agent or supervisors desktop for queuestatus such as longest duration in queue, number of callers in queue, etc.? Is this an add-on component or is it available to any licensed workstation?7. Can the supervisor and/or agent view detailed information regarding calls in queue such astheir name, caller ID (remote telephone number), duration of call, etc.?8. Is there summary information about the queue in real-time such as number of calls inqueue, longest call waiting, service level, etc. Please provide all summary statisticsavailable.9. Can supervisors elect to move calls in real time from one queue to another queue on theirscreen?10. Can the supervisor elect to move a call to an available agent to get it answered?11. Can supervisors elect to answer a call that is waiting in queue regardless of that caller’sposition in queue?12. Can supervisors and/or agents monitor the status of lines or particular stations and viewthe particular call on that line or station?13. Can the supervisor be alerted of all new objects in the queue and thereby elect to “listen”to the call or chat?14. Can statistics for multiple workgroups be simultaneously displayed in a real-time grid?15. Are real-time statistics displayable in graphic form?Call Recording Applications1. Does the system allow agents to record calls to confirm transactions in case there aredifficulties with an order at a later timeframe?2. Can those call recordings be stored in a database on a server and searched by agent orcaller’s account number?3. Can a supervisor listen to an agent’s call?4. Can a supervisor elect to record an agent’s call for training purposes?5. Can the system be configured to record calls automatically without agent or supervisorintervention? What are the options for recording calls?6. Is there a supervisor application for search and retrieval of recordings?7. Is there an agent application for search and retrieval of recordings?
  • Page 22 of 238. Can a recording be e-mailed to a supervisor or agent?Reporting1. Does your system have an open reporting architecture? Please describe.2. Is an add-on call center I.S. package required to achieve reporting functionality requested?3. Is the report log information stored in an open database format?4. Are up-to-the minute reports available for queues, stations, agents, and lines withoutcausing problems with the real-time processing of calls?5. Can reports be run to any agent or supervisor’s workstation?6. Can reports be run to any network printer?7. Can reports be faxed to remote managers?8. Can reports be scheduled?9. Can reports be put in .HTML format and made available on an Intranet?10. Can standard system reports be changed by CUSTOMER?11. Can the information that is logged or reported be changed or modified by CUSTOMER?12. Describe standard reports that are available with the system and attach a set of samplereports.Agent Interface1. Does the system support a software phone for on-screen control of calls and other objectsthat are in the queue?2. Does the system support a software phone that supports dialing, disconnecting, mute,transfer, conference, and other standard phone features?3. Does the system support a software phone interface for supervisors to select real-timestatus of agents, listen to and monitor calls, and move calls from queue to queue?4. Is there a screen pop capability to put agents into the appropriate account screen withouthaving to re-ask the caller their identification information?5. If screen pops are not standard, please explain how this is achieved and outline details ofcosts.6. Does the software phone support unlimited speed dial directories for regular contacts andaccount coordination with other departments?Trunk connectivity1. Describe the system’s ability to connect to the public switched network.2. Describe the system’s ability to connect to CUSTOMER’s corporate network.3. Describe your system’s ability to connect to CUSTOMER’s LAN/WAN.Remote Agents1. Can agents log onto the system from any location via the Internet without additionalhardware at the corporate site?2. Please explain all components required for remote agents support.3. Can remote agents receive a screen pop?4. Can remote agents view real-time status of queues and workgroups?5. Can supervisors listen to remote agent’s calls and record calls?6. Can remote agents monitor queues without effecting reporting?7. Can remote agents receive screen pops of database information?Application Changes1. Does the system provide a graphical application design tool to build new interactionpathways?2. Does the graphical design tool have a built in prompt editor?3. Describe your application design tool in detail.4. Can you make changes while the system is on-line with callers or other queue objects?5. Does the same graphical design tool support all applications listed above including callcenter voice messaging, intelligent e-mail processing, Internet web page on-line applications,call queuing logic, and fax applications?
  • Page 23 of 236. If not, please describe how all components will interact.7. Does the graphical design tool provide an open DLL to allow CUSTOMER to build newinterfaces?Administration1. Is there a single interface for adding lines, stations, and ACD agents? If not, how manyadministrative interfaces are required to administer a) a user; b) ports required forfunctionality outlined above; c) a supervisor? Please name product names andapproximate time to administer for simple moves adds and changes.2. Is the administration tool available on any supervisor or tech support network workstation?3. Can groups of agents be defined through a single workgroup configuration?4. Can agents, team leaders, and supervisors be given different access levels such as viewingreal-time queues as opposed to moving calls in and out of queues?5. Can lines be added through a simple point and click menu-driven interface?6. Describe your process for adding a station.7. Describe your process for adding a line.8. Describe your process for adding a workgroup/user.9. How are skills defined?10. Can customer created reports be configured on the server to be scheduled along withother standard system reports?11. Can customer created speed dial directories be defined on the server to be accessed byagents?