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    Interactiver dialer rfp Interactiver dialer rfp Document Transcript

    • Hosted Contact CenterProposal Template with ResponseRFP ResponseSubmitted byOrlando Moreno
    • Hosted Communications Sample RFP – With Response2Table of ContentsTable of Contents ..........................................................................................................................................21.0 Company Overview..............................................................................................................................52.0 Instructions ..........................................................................................................................................63.0 RFP Milestones.....................................................................................................................................84.0 General Terms and Conditions ............................................................................................................95.0 Vendor Overview .............................................................................................................................. 106.0 Call Center Applications.................................................................................................................... 247.0 Disaster Recovery and Business Continuity...................................................................................... 958.0 Computer Telephony Integration ..................................................................................................... 999.0 Ease of Learning & Use, Support .................................................................................................... 10010.0 Upgrades and Software Releases ................................................................................................. 10711.0 Operational Availability ................................................................................................................ 10912.0 Operation & Maintainability......................................................................................................... 11113.0 Support and Administration ...............................................................Error! Bookmark not defined.14.0 Administration....................................................................................Error! Bookmark not defined.15.0 Implementation............................................................................................................................ 11316.0 Pricing ........................................................................................................................................... 115
    • Hosted Communications Sample RFP – With Response3Confidentiality StatementThe information contained in this document is valuable, confidential and a trade secret. By accepting thisdocument the parties involved agree to keep secret and confidential the Confidential Information of theother party and further agrees to use such information solely for the purpose of evaluating and performingthe Transaction. ‗The information in this document may not be disclosed to any third party, except that a Receiving Party maydisclose the Confidential Information or portions thereof to those of its directors, officers, employees,attorneys and/or accountants (collectively, the ―Representatives‖) who need to know such information forthe purpose of performing and/or evaluating a Transaction between Interactive and Company. Prior todisclosing any confidential Information to any Representative, the Receiving Party will inform suchRepresentative of the confidential nature of the Confidential Information and will ensure that suchRepresentative is bound by the confidentiality and use restrictions terms stated herein.
    • Hosted Communications Sample RFP – With Response4The purpose of this sample RFP is to assist companies which are evaluating multi-media call centerfunctionality. These questions should allow call centers to make apples-to-apples comparisons in order toimplement a full multi-media interaction center.
    • Hosted Communications Sample RFP – With Response51.0 Company OverviewOrange Lake Resortsis looking for a hosted unified business platform. Provide the following information: Company history Offices/Locations Business Goals Scope Specifications Requirements
    • Hosted Communications Sample RFP – With Response62.0 Instructions2.1. ObjectiveThe objective of this purchase is to replace the legacy Voice Messaging system, which is at the end of itslife cycle, with a state-of-the-art Voice Messaging / Unified Communications platform.To achieve this objective, Orange Lake Resortsis soliciting proposals from qualified vendors to provide areplacement system to satisfy current and future needs.2.2. Scope of BidRespondents are invited to bid for all services as defined in this RFP/RFI. The scope of the responseshould be determined by the Respondents ability to meet the functional and technical requirements asdefined..2.3. RFP Deadline and Response Submittal AddressPlease provide by Time, Date, Yearyour response as (1) electronic copy OR (2) printed copies and (2) CDsalong with any pertinent information you deem necessary to Mike Abel at mabel@orangelake.com.2.4. Cost to Prepare the ProposalNo cost or expenses incurred by Vendors in response to this Request for Proposal, or participation in thiscompetitive process, will be borne by Orange Lake Resorts.2.5. Queries or ClarificationsAll such communications shall be in writing, without exception, to facilitate and ensure fair distribution andrecord keeping of information. Please address all queries and requests for clarifications to:Mike Abel407-905-1590mabel@orangelake.com2.6. Bid RejectionsOrange Lake Resortsreserves the right to select or reject any or all responses based upon various criteriaas defined.2.7. Proposal ValidityAll terms and conditions, including price and discount schedules submitted by Respondents will be valid fora period of not fewer than 90 days following the date of submission of their proposal. Respondents arerequired to state this guarantee or better in their proposal.2.8. Regulatory Compliance
    • Hosted Communications Sample RFP – With Response7Respondents must represent that its proposal, including any and all work, materials, equipment, andnetwork services, comply with governmental and telecommunications regulatory law, ordinances, andregulations within their respective jurisdictions
    • Hosted Communications Sample RFP – With Response83.0 RFP Milestones3.1. Table I -Vendor Selection Process – Projected DatesActivity Targeted DateRFP Release xx/xx/xxCutoff Date for Questions xx/xx/xxDue Date for RFP Response / Proposal xx/xx/xxVendor Presentations xx/xx/xxDue Date for Final Adjustments to Response /Proposalxx/xx/xxResponse Evaluation Completed xx/xx/xxTwo Vendor Finalists Selected xx/xx/xxVendor Finalist Presentations xx/xx/xxFinal Vendor Selection xx/xx/xxOrange Lake ResortsTechnical Review xx/xx/xxContract Negotiations xx/xx/xx
    • Hosted Communications Sample RFP – With Response94.0 General Terms and ConditionsAll standard terms and conditions will be finalized as a part of the contract negotiation phase. Pleaseinclude copies of your standard terms and conditions.
    • Hosted Communications Sample RFP – With Response105.0 Vendor Overview5.1 Provide a brief overview of your company and productInteractive Intelligence Response:Company OverviewFast Facts Company Name: Interactive Intelligence Inc. Global Headquarters: 7601 Interactive Way, Indianapolis, IN 46278, U.S.A. Offices: 19 offices worldwide Phone & Fax: (317) 872-3000 E-mail: info@inin.com URL: www.inin.com Founder: Dr. Donald E. Brown, President and Chief Executive Officer Date Founded: 1994 First Product Released: 1997 Ticker Symbol: Nasdaq: ININ IPO Date: Sept. 23, 1999 2010 Revenue: $166.3 million (an increase of 27 percent from $131.4 million in 2009) Number of Employees: More than 800 Number of Customers: More than 4,000 in 90 countries Number of Resellers: More than 300 in 50 countries ISO 9001:2000 registeredMessage from the CEO"In 1994 I left a software company that was about to go public – a company that I had started with my ownmoney – in order to found Interactive Intelligence. I did so because I truly believed there was a revolutioncoming in business communications and I wanted to be part of it. The early years were tough. Imaginetrying to sell a Windows NT-based „unified‟ communications system against Lucent, Nortel and the otherlegacy telecom giants. Back in „95, „96 and „97, people said it would never work and would never sell. Well,sixteen years later, the world looks a lot different! We‟ve sold thousands of systems. Gartner has declaredthe PBX dead. And the telecom giants like Siemens and Nortel don‟t look quite so tall. In fact, the samecompetitors that derided our system back then have been scrambling in an effort to stitch together multipleproducts and re-label them as „unified‟ in an attempt to play catch up. However, we haven‟t looked back.With our continued focus on R&D, rapid revenue growth, and consistent profitability, we‟re now recognizedby Gartner as a global leader in contact center solutions; by Datamonitor as the most trusted unifiedcommunications vendor among large enterprises; and by Software Magazine as the 194thlargest softwarecompany in the world. Our technology innovation -- today backed by more than 3,500 global customers and300 value-added resellers around the world – gives even the largest organizations an alternative whenselecting between start-up vendors offering „bleeding-edge‟ solutions, and the legacy dinosaurs that havesimply put new names on the same old proprietary systems. We‟ll continue to raise the bar this year,packing more functionality into our cloud-based contact center services and rolling out our new all-in-onesolution for business process automation. To all those customers who believed in us during the early years,I want to express my deepest gratitude. And to all those customers weve yet to win, I invite you to share inour vision of a modern, streamlined communications solution instead of the complicated tangle ofproprietary devices offered by the rest of the pack."- Dr. Donald E. Brown, Founder and CEO, Interactive Intelligence Inc., January 2011Mission Statement
    • Hosted Communications Sample RFP – With Response11Interactive Intelligence is a global provider of unified IP business communications solutions whose common,standards-based software platform gives organizations comprehensive, enterprise-wide functionality thathelps them succeed by maximizing productivity and providing the most effective customer service.Company SummaryInteractive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communicationssolutions for contact center automation, enterprise IP telephony, and business process automation. Thecompany has developed an all-in-one IP communications software suite that‘s scalable and standards-based, offering single-platform architecture with inherent multichannel processing to deliver comprehensiveapplications minus the cost and complexity introduced by multi-point vendors. Founded in 1994 and backedby more than 4,000 customers worldwide, Interactive Intelligence is an experienced leader delivering acomprehensive solution-set comprised of premise-based and communications-as-a-service (CaaS)offerings, including software, hardware, consulting, support, education and implementation. Innovation: As a consistent driving force behind the development of new business technologies,Interactive Intelligence‘s ―first-to-market‖ approach has made it a leading innovator. Experience: Experienced in developing business communications solutions since 1994 andbacked by more than 4,000 global customers, Interactive Intelligence brings the kind of maturityrequired to satisfy the most diverse enterprise requirements, including those of multi-nationalorganizations. Value: Interactive Intelligence helps customers improve operational efficiencies, reduce costs,increase revenue opportunities, and ensure investment protection through its all-in-one IPcommunications software suite and comprehensive global services.Interactive Intelligence was founded in 1994 by Dr. Donald E. Brown and employs more than 800 peopleserving more than 4,000 customers worldwide. Interactive Intelligence has many brand name customersrepresenting a wide cross-section of verticals, including Abbott Labs, AIG, Amway, ASPCA, BMW, BoschGroup, Ceridian, Citrix Online Division, Computershare, Eli Lilly and Company, Finish Line, Harrah‘sEntertainment, Harvard University, Honda, Hydro-Québec, IKEA, John Deere, Kohl‘s Department Stores,Microsoft, Motorola, Nautilus, Random House Group, Rolex, Sony, US Airways, Volvo, and Walgreens.The company began licensing its products in 1997 and has grown in total revenues from $121.4 million in2008 to $166.3 million in 2010. Interactive Intelligence sells its award-winning solutions through a globalnetwork of more than 300 VARs, including Affiliated Computer Services, Agori, Arvato (a division ofBertelsmann), Atea, Computer Sciences Corp., Dimension Data, Hitachi, IBM, Iwatsu, MTSAllstream,Newtel Essence B.V. (a KPN Company), Ronco Communications & Electronics, and TietoEnator.In addition to a mature and expansive reseller channel, Interactive Intelligence also offers a wide range ofservices via its Global Services teams (Support, Managed Services, Professional Services, Education, andCaaS) with approximately 250 service employees staffing offices in the U.S., U.K, Netherlands, Germany,Japan, Australia and Kuala Lumpur.Recent company awards include Software Magazine‘s 2010 Global Top 500 Software and ServicesCompanies (ranked 185th), and Forbes‘ 2010 100 Best Small Companies in America (ranked 26th).Interactive Intelligence has also been recognized as a market leader by top-tier industry analyst firms,including: ―Most Trusted Unified Communications Vendor, Large Enterprises,‖Business Trends: ContactCenter Investments in Developed Markets, Datamonitor, 2009. ―Top Ten Outbound Dialing Systems Vendors,‖ North American Outbound Dialing Systems Market,Frost & Sullivan, 2009 ―Leading (top eight) IP Contact Center Vendors,‖ Decision Matrix – Selecting an IP Contact CenterVendor, Datamonitor, 2009 ―Unified Communications Visionary Quadrant,‖ Magic Quadrant for Unified Communications,Gartner, July 2010
    • Hosted Communications Sample RFP – With Response12 ―Best Practices, Agent Performance Optimization,‖ Product Differentiation Innovation, Frost &Sullivan, 2009 ―Contact Center Leaders Quadrant,‖ Magic Quadrant for Contact Center Infrastructure, Worldwide,Gartner, February 2010 ―Top Ten Contact Center Vendors, North America, EMEA & APAC,‖ Contact Center Market Share:Worldwide Totals, 2009, Gartner, 2009 ―North American Competitive Strategy Leadership Award,‖ Frost & Sullivan, 2009 ―Technology Company of the Year, Contact Centers, North America,‖ Frost & Sullivan, 2010Product SummaryCustomer Interaction Center is the foundation on which all Interactive Intelligence products are based --centralizes business interactions (including phone calls, e-mail, faxes, Web chats/callbacks) as well asbusiness processes, to provide the following differentiators and benefits: Single ―All-in-One" Platform: reduced costs; simplified management Standards-based: increased interoperability and flexibility; maximum investment protection All-software Architecture: cost-effective scalability; maximum reliability Breadth of Applications: increased productivity and improved customer service through access tocontact center and business applications running on same platformThe Interactive Intelligence product line is ideal for mid to large-sized contact centers and businesses,global 1,000 organizations and distributed enterprises, including those with remote and mobile workers.Vertical specialties include financial services, outsourcer/teleservices firms, insurance companies, andcredit and collection agencies.Product Offerings Customer Interaction Center™(CIC) for contact center automation and enterprise IP telephony Interaction Dialer®for outbound/blended dialing and campaign management Interaction Recorder®for multimedia recording/scoring and quality management Interaction Director®for network-based pre- and post-call routing (―intelligent multi-site routing‖) e-FAQ®for Web self-service and e-mail response management (ERMS) Interaction Optimizer™for workforce management Interaction Feedback™for post-call customer satisfaction surveys SIP-based Interaction Gateway™ Interaction SIP Proxy™ SIP-based Interaction Media Server™ Interaction Monitor™ Interaction SIP Station™ Interaction Process Automation™for communications-based process automation Acrosoft Content Management solution Latitude Accounts Receivable Management solutionService Offerings
    • Hosted Communications Sample RFP – With Response13Interactive Intelligence also enables customers to choose between a premise or hosted (communications-as-a-service) offering, the latter including cost-effective disaster recovery. The Interactive Intelligence CaaSoffering includes the following: CaaS Contact Center–hosted services for inbound ACD, outbound dialing, and IP/PBX CaaS Dialer – hosted services for outbound dialingThe company‘s unique all-in-one, software-based platform enables customers to easily migrate from ahosted to a premise-based solution at any time, thus eliminating the need to rewrite applications, retrainemployees, and source new vendors.The Interactive Intelligence product line has been ―first-to-market‖ with numerous innovations, including thefollowing: 1997: First converged (voice/data) all-in-one communications software suite to run on a Windowsplatform 2000: First open (LDAP), software-based enterprise messaging product (unified messaging,presence management, find-me/follow-me, etc.) to scale to hundreds of thousands of users 2002: First all-in-one IP communications software suite to fully incorporate the session initiationprotocol (SIP) – today, the industry standard for VoIP 2003: First all-in-one IP communications software suite to incorporate Intel‘s Host MediaProcessing software (HMP) for an all-software VoIP solution – resulted in Gartner‘s October 2003report, ―Interactive Intelligence Leads in All-Software IP Telephony‖ 2004: First Microsoft-based all-software IP-PBX for SMBs 2005: First all-in-one IP communications software suite to incorporate a SIP media serverandadministrative enhancements for unmatched VoIP deployment scalability, reliability and cost-effectiveness. 2006: First gateway designed exclusively to give outbound organizations sophisticated predictivedialing call analysis capabilities, operating in an all-software, SIP-based (VoIP) environment. 2007: First standards-based security features to extend beyond user-to-user call encryption forencryption of inbound IVR and ACD, outbound predictive dialing, and other core communicationsapplications 2008: Firstintegration to Microsoft Office Communications Server with synchronized presenceengines 2009: First automated post-call customer satisfaction survey tool built as part of an all-in-one IPcommunications software suite 2010: First all-in-one communications-based process automation solution5.2 Is your company part of a larger organizationInteractive Intelligence Response:Interactive Intelligence is a wholly owened public company that is a global provider of unified businesscommunications solutions for contact center automation, enterprise IP telephony, and business processautomation.5.3 Provide your company financials over the past five years, if your company or product is part of alarger diversified company, provide results specific to your unified communications platform.Interactive Intelligence Response:2007 2008 2009 2010 2011(E)
    • Hosted Communications Sample RFP – With Response14Services RevenueUnifiedCommunicationsPlatform RevenueOperational RevenueOther RevenueTotal Revenue
    • Hosted Communications Sample RFP – With Response156.0 Proposed solution overview6.1 Provide a brief summary description of the proposed solution, highlighting its strengths andsuitability as a solution for Orange Lake Resortsneeds. Vendor should propose an optimalconfiguration to support Orange Lake Resortsstated business needs. Indicate any optional items,and any items that are Orange Lake Resortsresponsibility.6.1.1 Feature/Function overviewList key features and functionsInteractive Intelligence Response:Interactive Intelligence provides the CaaS Contact Center as our Hosted Communication Services model.Interactive has been offering this hosted option since October 2001 and also provides its CaaS customersthe option to move from the hosted environment to a premise environment should they wish to own andmanage their own communications platform.A CaaS customer may cancel their hosted contract after 12 months with no penalty should they decide topurchase the Interactive Intelligence software needed to run the applications in house. InteractiveIntelligence even copies the hosted applications to the premise environment which decreases upfront costsassociated with application development.Interactive Intelligence provides a full suite of on-demand, advanced contact handling applications designedto significantly enhance the customer contact experience, boost agent productivity, and improve overallprofitability. Its solutions can be designed and sized to meet the communication needs of any Call Centeror Enterprise, regardless of size or location.Key benefitsInteractive Intelligence CaaS Contact Center customers do not pay for equipment expenditures, licensingagreements or ongoing maintenance costs. The CaaS model enables Interactive Intelligence customers totake advantage of advanced communication technology without hiring staff to support the platform. Inaddition, Interactive Intelligence‘s CaaS offering allows customers to take advantage of the following: Streamlined Sourcing & Faster Set-up/Response Time - By eliminating the need to introduceoutsourced vendors and technologies using all Interactive Intelligence software -- customers areassured streamlined and accountable sourcing, proven and reliable services, and faster set-up andresponse time. Dedicated Assistance -As part of its hosted services, Interactive Intelligence assigns a dedicatedproject manager and engineer to ensure a painless integration and implementation process. Thisincludes a 30-day and 120-day service assessment that guarantees customer objectives are met. Seamless Migration to Premise Solution - Because the Interactive Intelligence hosted services weredeveloped using its premise-based software, customers can easily and cost-effectively switch to apremise-based or even combined hosted and premise-based solution, with the added benefit ofsingle-vendor sourcing.Services Available:The Interactive Intelligence CaaS Contact Center solution provides everything needed to run asophisticated contact center operation – just addagents.TheInteractive Intelligence CaaS Contact Centercan act as the communications system for the entire organization or serve just the contact center working inconjunction with the corporate PBX or IP PBX.Interactive Voice Response (IVR) Easy 3rd party integrations End-to-end call activity reporting Intelligent speech recognition and DTMF
    • Hosted Communications Sample RFP – With Response16Automated Call Distributor (ACD) Multimedia queuing Skills-based routing and priority queuing Presence managementOutbound Predictive Dialing Various dialing modes: Predictive, Preview and Power Campaign management functionality Advanced scripting client with customized disposition codesQuality Monitoring (QM) Agent recording/ screen recording/ scoring Multimedia recording for calls, e-mails, faxes and Web chats Supervisor monitoring and coachingCommunication Disaster Recovery (DR) Full contact center functionality Business continuity strategy Agents can work from any locationThe purpose of the Interactive Intelligence Hosted Communications Services offerings is to provide acommunications solution that receives and distributes interactions to Call Center agents and businessusers, upon demand, and ensure that vital communications continue even during emergencies.Interactive Intelligence offers a variety of hosted communication solutions to meet the needs of Call Centersand Enterprises, regardless of size or location.CaaS Contact CenterCaaSContact Center improves operational performance with IVR, ACD, automated dialing, call recording,workforce management (WFM), screen pop integration and the multichannel routing of e-mail and web chat.Agents and supervisors also improve service levels with desktop call control, desktop faxing, and real-timepresence and monitoring.Total contact management, including: ACD • multichannel queuing • priority and skills-based routing • e-mail routing: queue and routeinbound calls, faxes, e-mails, web chats, web callbacks, trouble tickets, and tasks to agents andworkgroups Real-time presence management to ensure agent/user availability at all times Built-in multi-lingual support options for English, Spanish, German, Japanese and other languages Remote and at-home agent support to leverage agents in a distributed environment easily: branchlocations, WAH, etc. CRM integrations • screen pop: integrate to the most popular CRM packages — Salesforce.com,RightNow®, Microsoft® Dynamics® CRM and others — and support screen pops, databaselookups and embedded call controls Outbound dialing to create and manage preview, power and predictive campaigns using outautomated outbound dialer application Pure blended inbound/outbound campaign management to optimize agent resources in a blendedenvironment IVR, including database ―dips‖ and remote query via a web service that enablesinteraction routing
    • Hosted Communications Sample RFP – With Response17 IP PBX, including configurable dial plan, DID number routing, and complete phone features: hold,transfer, park, page, etc. Workforce management (WFM) to increase service level performance and consistency withoutadding staff Knowledge management and auto response module to manage knowledge bases and automate e-mail and web auto responsesQuality monitoring Real-time continuous monitoring to oversee agents and workgroups, monitor queues and stations,listen to lines, record interactions, view queue summary statistics and more Multichannel recording to digitally record calls as well as e-mails, faxes and web chats Screen recording for quality monitoring and compliance, as well as for monitoring agentperformance End-to-end reporting that tracks performance with nearly 100 standard reports, including a ReportAssistant to simplify ad-hoc custom reporting Agent monitoring/mentoring/scoring for fail-safe quality assurance, including agent questionnairesand tools for rapid search and review User-definable alarms, including automatic alerts whenever important conditions occur Alert monitor view to manage real-time exceptions across operations Real-time system/agent/ workgroup monitoring and alerts that equip supervisors to make faster,more informed decisions Post-call satisfaction surveys to improve KPIs and support agent trainingAdministrationAdministration is handled in an easy-to-use auto attendant to configure call routing to users, workgroupsand enhanced applications. Create and update on-hold messages, greetings, call menus, etc. DID/DNIS call routing to specific menus or queues Prompting for a caller‘s PIN, account number, etc.Web-based administration to perform your own moves, adds, and changesWeb portal access to support info, training materials, billing data, and your administrative applicationsInteraction Center Extension Library (IceLib) API to create custom applications; provides telephonyintegration between an application and the CIC/ICCS system for screen pop and/or embedded call controls6.1.2 Technical OverviewDescribe key technical architecture and integration capabilities (including databases, andnetwork environments supported). Address the openness, scalability, reliability, andconfigurability of the solution.Interactive Intelligence Response:Architecturally, there are several keys which make the CaaS infrastructure scalable, reliable, flexible,configurable, and open to integration.One of the cornerstones of the CaaS infrastructure is the use of CIC servers to provide the centralapplication logic, and the use of Media Servers and the use of Media Servers and Voice Gateways toprocess all voice requirements. This separation of the audio processing or ―heavy lifting‖ from theapplication functionality allows for scalability, reliability and flexibility. Scalability is achieved by the MediaServers, where additional servers can be stacked in an N+1 fashion to achieve a high level of audio
    • Hosted Communications Sample RFP – With Response18processing. The fact the servers can be sized at N+1 (capacity requirement plus one) achieves redundancyfor audio processing, and flexibility in that the decoupling of the Media Server means the audio processingcan be strategically placed where it needs to occur without traversing the WAN, while keeping call controlcentrally managed. CIC uses switchover, and gateways can be sized in N+1 fashion as well. By leveragingthis groundbreaking architecture, the entire solution is scalable, reliable and flexible.The solution uses open standards, such as connectivity to ODBC databases, which can reside in theDatacenter if the customer wants a completely managed solution, or on the customer premise if thecustomer would like to have their data reside locally. Additionally, the solution uses IceLib, an optional.NET based API to deliver client functionality embedded into customer application, to provide for aseamless, one screen interface for the users. In this way, the solution uses open standards to provideconnectivity to the customer‘s infrastructure.There are three architectural models which can be selected in order to leverage the solution in the way thatis most fitting for the customer‘s requirements. The architectural models‘ names are Local Control VoIPModel, Remote Control VoIP Model, and Remote Control TDM Model. Each of these models and theirbenefits are described in the diagrams below:
    • Hosted Communications Sample RFP – With Response19Our software‘s inherent SIP architecture provides a powerful platform for services delivery and control usingvoice over IP (VoIP) and a MultiProtocol Label Switching (MPLS) network. Three flexible CaaS ContactCenter deployment models give you choices that other Communications as a Service (CaaS) vendors don‘tprovide.While other companies offer hosted contact centers, The Interactive Intelligence CaaS Contact Center isunique in that we offer: Flexible Deployment Models Among three deployment options (and with support for VoIP or TDM), InteractiveIntelligence offers a unique local control VoIP model that gives organizations optimalcontrol, security, reliability, and flexibility by enabling them to:
    • Hosted Communications Sample RFP – With Response20– Keep their current telecommunications vendor– Keep all voice traffic on their network– Record and store all recordings inside their firewall Virtualization in the Data Center Unique, scalable server virtualization architecture provides isolated virtualized servers foreach customer, thus increasing security and reducing costs. Broad Set of Applications Single CaaS vendor provides wide range of contact center and enterprise applicationsfor simplified sourcing and management. Offering now includes CaaS Portal, workforcemanagement functionality, and a unique agentless dialing application. Software Developed by Interactive Intelligence Eliminates third-party software developer for faster new feature releases andenhancements, and lower costs. Easy Migration to Premise-based Provides customers with the option to migrate from hosted to premise without the needto re-write applications, thus resulting in faster migration and lower costs.6.1.3 Diagram of proposed solution and integration with Orange Lake ResortsenvironmentProvide a high-level diagram of the proposed solution, highlighting integration with theOrange Lake Resortsenvironment. Provide aOLCCspecific block diagram of yourproposed solution that depicts key elements (hardware and software), and how you willintegrate with the OLCCenvironment. Differentiate hosted elements and premise-basedelements. Include types of communication and integration between points in the proposedsolution and between the proposed solution and the OLCCenvironment. Indicatecomponents that you or a third-party provides. Indicate any components you expect OLCCto provide in order to deliver a complete solution, and any elements that are listed asoptional.If appropriate, provide a diagram for the ―day one‖ configuration supporting each ofOrange Lake Resortssites, and diagram(s) for end state or transition phases that depictthe changes required to support Orange Lake Resortsplans for virtualization.Interactive Intelligence Response:***This will need to be provided by the SE when the solution is proposed.***6.1.4 IP-PBX IntegrationDescribe your solution‘s ACD integration with the 3rd party IP-PBX environment. Include ahigh-level overview of (with details provided in the appropriate sections): The technical portion of the integration with the ACD A description of how phone calls would be controlled, such as Transfers to/fromnon-ACD users, calls routed across groups/sites/countries A list of hardware required at each physical site Support, maintenance, and upgrades processes and responsibilitiesInteractive Intelligence Response:One of the critical aspects of Interaction Center Platform® (platform) is its ability to queue and distributevarious types of interactions coming in from the outside world. Interactive Intelligence‘s Automatic Call
    • Hosted Communications Sample RFP – With Response21Distribution (ACD) has revolutionized the call center industry by increasing the efficiency of call centeragents. The platform builds on the basic concepts of automatic call distribution and skills-based routing toinclude sophisticated multimedia queuing.Multimedia queuing involves the handling of not just incoming telephone calls but faxes, voice mailmessages and e-mails, as well as Internet-based interactions such as text chats, Web callback requests,and voice over Net calls. Using this technology, organizations can offer an unparalleled degree ofconsistency to customers no matter how they choose to interact. This consistency is also essential tocompanies engaged in e-commerce and other activities using the Internet. The concept of multimediaqueuing is illustrated below:The Customer Interaction Center® (CIC) automatic call distributor (ACD) is designed to intelligently matchinteractions to available agents under two scenarios.The first scenario occurs when an interaction arrives in the ACD queue and there are many agentsavailable to answer the interaction. In this scenario, the goal is to pick the most appropriate agent for thatinteraction. The user configures the ACD processing to pick the most appropriate agent based on skills,cost, and the amount of time an agent has been available. The user can also create custom attributes onwhich the agent selects.The second scenario occurs when there are many interactions waiting to be picked up from the queue andan agent becomes available. The goal for this scenario is to pick the most appropriate interaction for the
    • Hosted Communications Sample RFP – With Response22available agent to pick up. Again, the user configures the ACD processing to pick the appropriate callbased on an agent‘s skills, the interaction‘s priority, and the amount of time an interaction has been waitingin the ACD queue or system.The following describes in detail how the CIC matches agents to interactions in both scenarios.Scenario OneTwo or more agents available to take an interactionThis scenario describes what happens when many agents are available to take an incoming interaction thatarrives in the ACD queue.Step 1: An interaction arrivesEach time an interaction arrives in Interaction Center Platform®(platform), it is evaluated and routed to theappropriate queue. Possible queues are user queues, workgroup queues, station queues, and ACDqueues. Any interaction sent to an ACD queue is flagged for ACD processing. This processing includesassigning skill requirements and priority levels to the call.Step 2: A list of available agents is generatedEvery agent with a status of Available who is not already engaged in an interaction is added to the list ofagents that could answer the interaction.Step 3: The agent list is filteredIn Step One, the interaction was assigned minimum skill requirements. The list of available agents isfiltered by removing any agents who do not have the minimum skill requirements to handle the interaction.For example if the interaction requires an agent with a Spanish skill of at least 50 and DOS skill of 35, thenavailable agents who do not meet those requirements are removed from the list. The only agents left on thelist are those qualified to answer the interaction. If there are no qualified agents left on the list, theinteraction waits until an agent becomes available (see the next section Many interactions that need to beanswered, and an agent becomes available).Filtering is not limited to agents who fit minimum requirements; it can be configured to only retain agentswhose requirements fall within a specified range.Step 4: Agent scores are calculatedNow platform calculates a score for each agent in the list using the agent score formula. The user canconfigure the agent score formula by modifying values for the following attributes: Agent skill proficiency (configured in the Interaction Administrator) Agent cost (configured in the Interaction Administrator) Time an agent has been available (configured in the ACD Process Item tool ) 3 custom attributes (configured in the Interaction Administrator and the ACD Process Item tool )You decide whether to weight the selection towards an agent‘s skill proficiency, cost, the length of time anagent has been available, or any combination of the three. The user can also define your own attributesand use them in determining an agent‘s score.Detailed instructions for configuring the agent score formula are described in the section Configuringplatform‘s ACD Processing.An interactionarriv es.A list ofav ailableagents isgenerated.The agent listis f iltered.Agent scoresare calculated.The agent withthe highestscore isselected.
    • Hosted Communications Sample RFP – With Response23Step 5: The most appropriate agent is selected.The agent with the highest score is selected to receive the interaction.Many interactions that need to be answered, and an agent becomes availableScenario TwoOne agent becomes available to take multiple interactionsThis scenario describes what happens when an agent becomes available and many interactions are waitingto be answered. This scenario might occur when a call center is very busy and many interactions in theACD queue are waiting to be picked up.Step 1: An agent becomes availableAn agent becomes available, either by finishing a previous interaction, logging into IC, or setting theInteraction Client status to Available. In any case, the agent is ready to answer another interaction.Step 2: A list of waiting interactions is generatedIC generates a list of all the interactions in the ACD queue waiting to be answered. Each of theseinteractions was assigned minimal skill requirements and priority when it entered the ACD queue.Step 3: The interaction list is filtered for minimum requirementsIf an interaction requires skills and/or skill proficiencies that the available agent doesn‘t have, thatinteraction is removed from the list of interactions the agent can answer.Step 4: Interaction scores are calculated IC calculates a score for each interaction using the interaction score formula. The configurableelements of the interaction score formula include: Agent skills Interaction priority level Time in queue Time in systemDetailed instructions for configuring the interaction score formula are described in the section ConfiguringIC‘s ACD Processing.Step 5: The interaction with the highest score is selectedThe interaction with the highest score is selected and assigned to the available agent.An agentbecomesav ailable.A list of waitinginteractions isgenerated.The interactionlist is f ilteredf or minimumrequirements.Interactionsscores arecalculated.The interactionwith thehighest scoreis selected.
    • Hosted Communications Sample RFP – With Response247.0 Customer Interaction Applications7.1 System Architecture7.1.1 Please describe your CaaS offering. Please provide an overview of availalble hostedarchitecture models? Provide a diagram of the system architecture?Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center offers several deployment models.In the Local Control Model, customers keep their current telco trunks and with the use of gateways, thelocal control model device, and IP/phones connected to theCustomer Interaction Center. All voice trafficstays on the customer network. The local contrlmodel requires less bandwidth as voice traffic stays local atcustomer site. An MPLS circuits between the Customer Interaction Center hosting facility and the customersite is required.In the Remote Control Model calls come into trunks in the Interactive Intelligence data center and are routedusing VoIP over an MPLS network to the customer‘s agents. The only new hardware needed on thecustomer premises is IP phones and or soft phones.
    • Hosted Communications Sample RFP – With Response25In the Remote Control TDM, model calls come into trunks in the Interactive Intelligence data center androute to agents over the PSTN. Agents can be sitting behind a corporate PBX. No new equipment isrequired on the customer premises.7.1.2 Do you offer provisioning of call recording and call control at the customer premise?Interactive Intelligence Response:In any of the models, provisioning of call recording and call control is provided to the customer with accessto the administration application. Alternatively, this functionality can be managed by Interactive IntelligenceManaged Services, with direction provided by the customer as to what needs to be recorded.In regards to where the recordings are physically made, in the Local Control Model, customers keep theircurrent telco trunks and with the use of gateways, the LCM device, and IP/phones connected to the allvoice traffic Customer Interaction Center. All calls stays on the customer network. The local control modelrequires less bandwidth as voice traffic stays local at customer site. An MPLS circuits between ICCShosting facility and the customer site is required.7.1.3 Do you offer provisioning of call recording and call control at the hosted data center?Interactive Intelligence Response:In any of the models, provisioning of call recording and call control can be managed by InteractiveIntelligence Managed Services, with direction provided by the customer as to what needs to be recorded.Alternatively, this functionality can beprovided to the customer with access to the administration application.In regards to where the recordings are physically made, In the Remote Control Model calls come into trunksin the Interactive Intelligence data center and are routed using VoIP over an MPLS network to thecustomer‘s agents. The only new hardware needed on the customer premises is IP phones and or softphones.
    • Hosted Communications Sample RFP – With Response267.1.4 How are different customer‘s services separated in the Interactive Intelligence CaaSdatacenter?Interactive Intelligence Response:Interactive Intelligence offers a virtulized server environment. Different customer‘s services are completelyseparated by the use of separate virtual servers on which Customer Interaction Center services reside inthe Interactive Intelligence data server. Companies do not share resources and data is kept securelyseparated.7.1.5 Do you place customers in a multitenant environment, where each individual server maybe occupied by multiple customers, or do you administer each customer each within theirown separate virtual server?Interactive Intelligence Response:Each customer is administered in their own separate virtual server. The value of this to the customer is thecustomer‘s data and services are kept completely separate from other customers. In other words, there isno multitenancy in the environment, but instead, multiple separate virtual servers that separate multiplecustomer‘s data from one another7.1.6 Do you provide a virtualized environment?Interactive Intelligence Response:Interactive Intelligence provides a separate and independent virtualized environment within the data centerto each customer.7.1.7 How do you maintain security in a multi-tenant environment?Interactive Intelligence Response:Interactive Intelligence uses a virtualized environment to separate customer services from one another, andallowing for standard network securities to be readily applied to the multiple virtual servers in theenvironment. Thus, each customer has Interactive Intelligence services running on their own virtual server,and communication to and from these services across the network can be protected with encryption usingstandards such as TLS/SRTP and HTTPS.7.2 Features7.2.1 Does your solution support multiple models, with both hosted IP infrastructures, as wellas hosted infrastructures which leverage the customer‘s existing TDM infrastructure?Interactive Intelligence Response:Interactive Intelligence supports three models, Local Control SIP, Remote Control SIP and Remote ControlTDM. Whether or not the service is considered local or remote control is determined by where the carriertrunks reside. If the customer would like to keep the trunks local, this is possible. If the customer would liketo place the trunks at the CaaS Data Center, this is also possible. In the Remote control model, thecustomer can decide if they would like to deliver voice from the CaaS Data Center to the premise site usingSIP across an MPLS network, or using traditional TDM protocols across the PSTN and delivered to the uservia the customer‘s existing TDM infrastructure.7.2.2 Is your solution SIP compatible?Interactive Intelligence Response:Interactive Intelligence‘s open, server-based and SIP-compliant Interaction Center Platform® (platform)offers customers tremendous flexibility in designing and implementing solutions that offer unparalleledinvestment protection not possible with proprietary systems.
    • Hosted Communications Sample RFP – With Response278.0 The platform natively utilizes session initiation protocol (SIP) for voice-over internet protocol(VoIP). SIP standards are evolving quickly, and the platform continues to adhere to thespecs for these standards that continue to change as the new request for comment (RFC)standards/drafts are revised.Interactive Intelligence Response:Interactive Intelligence‘s open, server-based and SIP-compliant Interaction Center Platform® (platform)offers customers tremendous flexibility in designing and implementing solutions that offer unparalleledinvestment protection not possible with proprietary systems.The platform natively utilizes session initiation protocol (SIP) for voice-over internet protocol (VoIP). SIPstandards are evolving quickly, and the platform continues to adhere to the specs for these standards thatcontinue to change as the new request for comment (RFC) standards/drafts are revised.8.1.1 Can the system support Native SIP (Session Initiation Protocol), without the need forexternal gateways or boardsInteractive Intelligence Response:The Customer Interaction Center® (CIC) Server acts as a SIP proxy, but the standalone Interaction SIPProxy™ Business Continuity Manager (BCM) provides a more comprehensive feature set beyond SIPregistration proxy functions.8.1.2 Does your solution support industry standard SIP telephones?Interactive Intelligence Response:Customer Interaction Center® (CIC) comes with a choice of IP devices from industry-leader Polycom aswell as Jabra and Plantronics wireless phones. Its Telephony Services component allows CIC to workseamlessly both with SIP-supported IP phone devices from Polycom and other vendors and with the SIPaudio stack in Microsoft Windows XP. This makes it easier for any organization to replace traditional PBXphone system hardware with IP PBX functions and voice capability.For the desktop and SIP-based VoIP, Customers can choose from Polycom‘s versatile lineup of IPtelephones, ranging from standard sets for basic users, to more sophisticated feature-rich devices forenterprise operators and executives. Polycom SoundPoint® IP 331/335 Polycom SoundPoint® IP 430/450 Polycom SoundPoint® IP 550/560 Polycom SoundPoint® IP 650/670 with Operator expansion module Polycom SoundPoint® IP 5000/6000/70008.1.3 What are the user workstation requirments? Does your solution support MS Windows?Interactive Intelligence Response:Here are the requirements for User Applications, Business Manager Applications, and Server ManagerApplications that run on workstations.Windows OS Microsoft Windows XP Professional Edition and Home Edition (32-bit) SP3 Microsoft Windows Vista (32-bit and 64-bit) Microsoft Windows 7 (32-bit and 64-bit)
    • Hosted Communications Sample RFP – With Response28 For details about Microsoft Windows Vista support in IC 3.0, see "Critical Considerations for IC 3.0",available on the Support Web site. The list of supported Microsoft Windows versions for client workstations in IC 3.0 removedMicrosoft Windows 2000 Professional.Other Requirements Microsoft .NET Framework 3.0. Note: Windows Vista automatically installs .NET Framework 3.0. Interaction Voicemail Player requires Microsoft DirectX 9.0c for listening to voicemails with PCspeakers. The SIP Soft Phone requires a USB headset to deliver audio to users.8.1.4 Can your system provide a Single Point of Administration for Move/Add Changes Skills Based Routing Interaction Recording Predictive DialingInteractive Intelligence Response:Interaction AdministratorOne of the most powerful capabilities of Interaction Center Platform® (IC) technology is having a commonset of administration tools to configure various system resources.InteractionAdministrator® allows the system administrator to configure virtually every aspect of the IC; fromthe telephony hardware and inbound/outbound phone lines on the server, to the appearance and securitylevels of each user‘s Interaction Client® on the workstations. Using the Interaction Administrator graphicalinterface that is inherent to platform and therefore Customer Interaction Center® (CIC), organizations canconfigure and manage lines, stations, users, workgroups, etc. in a consistent manner enterprise-wide.As the screen shot below shows, all items in Interaction Administrator organize into easy to use containersthat allow for a very efficient interface.
    • Hosted Communications Sample RFP – With Response29Interaction AdministratorInteraction AttendantInteraction Attendant® is an easy-to-use graphical console that can be used to configure interactive voiceresponse (IVR) behavior. Simply select the options to associate with each number on the telephonekeypad. Options the user can select from include playing a message, routing to a queue, sending a fax,opening a submenu, and many others. Users can choose to start a handler to incorporate unlimited customfunctionality. InteractionAttendant® includes the ability to schedule the availability of different menus atdifferent times. For example, after hours and on holidays the user might only want to offer a subset ofoptions.Interaction Attendant
    • Hosted Communications Sample RFP – With Response30Interaction SupervisorInteraction Supervisor™– The Interaction Supervisor is another graphical user interface (GUI) used tomonitor and administer the system.Interaction Supervisor8.1.5 Can your system provide seamless failover?Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center solution offers three redundancies of power in case ofcatastrophic failure.The nFrame Data Centers utilize separate cooling zones in computer rooms that are constantly monitoredto maintain server temperatures at 72 degrees Fahrenheit and 45 percent relative humidity. Each DataCenter provides a 2N configuration for uninterruptible power supply (UPS) systems, with 30 minutes ofbackup batteries that allow the computer systems to function until the generators start (5–10 seconds) if autility power disruption should occur.The Interactive Intelligence CaaS Contact Center solution is provided in a full fail-over configuration thatprotects against software or hardware outages and will use a switchover configuration, which utilizes amirrored primary and hot-standby server design.Additionally, Interactive Intelligence has access to multiple carriers, which allows staff to re-route call trafficquickly from one carrier to another in the event of a fiber cut or other carrier outage.8.1.6 What disaster recovery options can you offer?Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center solution offers three redundancies of power in case ofcatastrophic failure.
    • Hosted Communications Sample RFP – With Response31The nFrame Data Centers utilize separate cooling zones in computer rooms that are constantly monitoredto maintain server temperatures at 72 degrees Fahrenheit and 45 percent relative humidity. Each DataCenter provides a 2N configuration for uninterruptible power supply (UPS) systems, with 30 minutes ofbackup batteries that allow the computer systems to function until the generators start (5–10 seconds) if autility power disruption should occur.The Interactive Intelligence CaaS Contact Center solution is provided in a full fail-over configuration thatprotects against software or hardware outages and will use a switchover configuration, which utilizes amirrored primary and hot-standby server design.Additionally, Interactive Intelligence has access to multiple carriers, which allows staff to re-route call trafficquickly from one carrier to another in the event of a fiber cut or other carrier outage.8.1.7 What happens if the connection between the premise site and the hosted environmentdatacenter is lost?Interactive Intelligence Response:In the event of an outage where the remote site cannot connect to the Interaction CenterPlatform®(platform) servers at either voice center, the local Interaction SIP Proxy™ business continuity willbe maintained with Remote Survivability. This application provides inbound and outbound call routing outthe local gateways and to the local phone devices. This device will also route emergency calls directly outthe local gateways. When the connection to the voice center is re-established, the proxy will automaticallybegin routing calls based on the normal business logic. To perform in this manner, there would not be anyspecific requirements on the proposed IP phones.8.1.8 Are all applications provided developed and supported by the same manufacturer?Interactive Intelligence Response:Interactive Intelligence developed the Customer Interaction Center from the ground up. Unlike ourcompetitors who have added to their product line with mergers and acquisitions, all of the features andfunctionality are built by Interactive Intellignece to reside in the Customer Interaction Center. The lack ofintegrations allows for seamless, cradle to grave reporting and administration.8.1.9 CTI should be supported without additional serversInteractive Intelligence Response:Interaction Center Platform® (platform) supports Computer Telephony Integration inherently through theuse of the Interaction Client, which is an application native to the CaaS solution, which can run on thecustomer‘s PC, smart phone, or via a web interface. Additionally, all Interaction Client functionality is builtatop the IceLib API, which provides connectors to tie CTI functionality into customer applications.8.2 System Components8.2.1 Is the hosted environment a complex environment, with many points of failure? Explain ifthe system uses multiple physical servers to provide PBX, IVR, fax, Web call-back, ACDand all other relevant services, or are these various applications covered by a singleserver within the hosted environment?Interactive Intelligence Response:Interaction Center Platform® CaaS environment uses virtualized CIC servers, physical gateways, physicalMedia Servers and phones. There is not one single point of failure in the environment, as each of thesedevices can be provisioned in a redundant manner. All application functionality resides on the virtualizedCIC server, while audio functionality such as recording is pushed off the the Media Server, while the CICserver maintains call control. If a CIC server fails, current calls will not be affected by it, and the backupserver will immediately take over so new calls are also not effected. If a Media Server fails, the CIC serverwill detect this and stop using that Media Server as a resource. Voice gateways can be provisioned in anN+1 manner so there is physical redundancy and T1‘s can either be provisioned in standby, or physically
    • Hosted Communications Sample RFP – With Response32moved to a standby gateway in case of a primary gateway outage. If a phone fails, an agent can hot deskat a temporary station while their primary phone is replaced. Thus there is not a single point of failure in thesolution, and business continuity can be maintained during an outage.8.2.2 Does the system provide IVR functionality or is that a separate component? If separateplease explain how it is integrated to the ACD?Interactive Intelligence Response:Interaction Center Platform® (platform) IVR capabilities let any organization automate their self-serviceprocesses with a single pre-integrated solution which includes the company‘s combined IVR and speechrecognition tools.In addition to complete inbound IVR capabilities, businesses can use the customizable IVR application tocreate and manage outbound IVR messages, such as appointment reminders or fundraising campaigns.Organizations can also automate services to allow employees to access HR information or perform work-related functions using the telephone.The platform‘s IVR capabilities support Hosted or customer-premise environments with its simplified changeand operations management, and open standards interface that allows different speech recognitionengines. The platform‘s voice response application scales up to thousands of ports and can supportvirtually any IVR, contact center or unified messaging deployment.8.2.3 Does the system provide voice messaging, or is that a separate component?Interactive Intelligence Response:Customer Interaction Center® (CIC) supports the following voice mail telephony features: 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
    • Hosted Communications Sample RFP – With Response33 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 Playback8.2.4 How does the system provide for fault tolerance in a server-based environment?Interactive Intelligence Response:Fault tolerance parameters for Interaction Center Platform® (platform) are explained below.Servers: The system can deploy in a redundant active/standby configuration using mirrored servers. In amulti-site setup, multiple servers can support a central installation.Media: Media processing including recording and transcoding is fault tolerant using the Interaction MediaServer in an N+1 configuration.Databases: The product may connect to a database in a clustered environment. In the case that thedatabase cannot be reached, statistics will be queued up until the database becomes available. No externaldata point is required to perform core functions of the system.Networking: The system may have redundant NIC cards.Call recordings: The servers used to store the recordings can be configured with RAID drives.Inbound and Outbound Telco: Multiple gateways may be used in order to eliminate a single point offailure.8.3 MPLS CONNECTION8.3.1 Please describe the bandwidth requirements for your various hosted models, specific tohow they are calculated.Interactive Intelligence Response:Interactive Intelligence uses standard codecs, typically G.711 and G.729 to deliver voice, which areapproximately 80 Kbps and 24 Kbps respectively, for each call. In the Remote Control VoIP model, wherevoice is delivered via an MPLS WAN connection, bandwidth requirements must be determined by totalnumber of calls. Aside from that particular voice sizing scenario, WAN bandwidth is also taken up byInteraction Client connections which are calculated at about 17 Kbps in steady state.8.4 MPLS CONPBX & IP Telephony8.4.1 Does the system function as a PBX?Interactive Intelligence Response:
    • Hosted Communications Sample RFP – With Response34Customer Interaction Center®(CIC) is an all-in-one product that features PBX functionality to allow forconnectivity to standard trunks (analog, T1, E1, PRI) and stations (analog and SIP) using gateways whichconvert legacy TDM signals to SIP in order to connect to analog stations and T1 circuits.Customer Interaction Center® provides for universal line ports that may be used for multiple purposes asdefined by received DID or ANI information and time of day routing to direct the caller to users as a PBX.8.4.2 Can a common dial plan be supported between third-party PBX extensions and systemstations?Interactive Intelligence Response:With Interaction Center Platform® (platform) extensive dial plan, entries can be made to route calls to third-party PBX extensions based on the number dialed. The platform can also controlthe call placed on thetrunk or trunk group.8.4.3 Can users authenticate themselves on a phone and receive dialing privileges?Interactive Intelligence Response:Users can type in their extension and pin to authenticate at any phone. All user settings and privileges willbe delivered to that phone, including dialing privileges, one touch voicemail, message waiting indicator light,etc.8.4.4 Is a soft-phone client available for users?Interactive Intelligence Response:The Interaction Center Platform®(platform) Server acts as a SIP proxy, but the standalone Interaction SIPProxy™ Business Continuity Manager (BCM) provides a more comprehensive feature set beyond SIPregistration proxy functions.The platform offers the SIP Soft Phone, intended for those who would like to use Interaction Client® and aUSB headset instead of a SIP hard phone. The new SIP Soft Phone was designed to improve the audioquality and user experience, including a simplified login process.Ideal for road warriors as well as those working within an office facility, the SIP Soft Phone supports QoSand allows users to select a compression codec when on the road in low bandwidth locations. For security-conscious organizations, the SIP Soft Phone also supports the use of SRTP to encrypt the audio stream.The new SIP Soft Phone works with Interaction Client® .NET Edition or can be used with a basic callcontrol interface.Customer Interaction Center® (CIC) has built-in support for SIP, the emerging standard for voice-overinternet protocol (VoIP). With CIC‘s combined time division multiplex (TDM) and SIP capabilities, you can
    • Hosted Communications Sample RFP – With Response35move to VoIP whenever you like, at whatever pace you please. CSU can make use of SIP-based VoIPphones from several vendors including Cisco, Siemens, and Pingtel.In addition, CICfully supports the strong SIP capabilities of the Windows XP operating system and Windows2003 Server. Desktop PCs and laptops running the Windows XP operating system real-timecommunications (RTC) client can use a headset or microphone and speakers in place of a telephone —even if running remotely over the Internet or a wide area network (WAN).The Interaction Client® is the portion of the Interaction Center Platform® that agents and supervisors willuse to manage interactions and indicate their availability. It is an extremely intuitive graphical applicationthat uses single/double-click and drag ‗n drop functionality to perform most operations. The InteractionClient® allows access to several interaction control buttons and tabs. It is important to note that access toall buttons, tabs, and client configuration options are controlled by rights and permissions defined by thesystem administrator.The My Interactions tab allows users to place calls, answer new calls, transfer calls to other employees,and so on.At the top of the My Interactions tab one can see a:Number box used to enter phone numbers and to select recently dialed numbersMake Call button which causes the desired number to be dialedThe middle section of the My Interactions tab contains standard interaction control functionality such as:Pickup: Used to answer incoming interactions. (Note: It is possible to auto-answer interactions without theneed to press the Pickup button.)Hold: Used to place interactions on hold.Mute: Used to mute the audio of the user.
    • Hosted Communications Sample RFP – With Response36Transfer: Used to transfer interactions to other users or departments on or off the system.Disconnect: Used to disconnect interactions.Voicemail: Used to send interactions directly to voicemail.Private: Used to mark calls as Private to ensure that they are not being monitored or recorded.Pause: Used to pause and resume recordings in progress.Record: Used to manually initiate recording of the selected interaction.Park: Used to park an interaction on a user or workgroup queue or an orbit (virtual line) so that it can beretrieved from any station.Properties: Used to view the properties (notes, real time call log, etc.) of an interaction.Assistance: Primarily used by agents in a contact center environment to request assistance fromsupervisors.Listen: A supervisory function that can be used to monitor interactions in real time or to listen to callerswhile they are leaving a voicemail message.Coach: A supervisory function that is typically used by contact center supervisors to ―coach‖ an agentthrough a phone call. The feature allows a supervisor to join the phone call and freely speak to the agenton the call without the end caller hearing them.Join: Primarily used by supervisors within a contact center to join a call in progress. This could also beused by any user on the system who has the ability of monitoring and joining interactions.Drag and DropConference capabilities: For creating conference calls or chats. This allows users to simplydrag one interaction on top of another to create a conference.Additional FunctionalityBasic entities that are viewable from the Interaction Client® are summarized below: Queues - shows the status of each queue (e.g., Customer Service, Technical Support, etc.), thecalls currently on that queue (active or on hold), and various relevant statistics. From this page, asupervisor can see everything that is happening on a particular queue. In addition, a supervisorcan record or listen in on any call. Users - shows the status of each user (e.g., Available, In a meeting, At lunch, Gone Home, etc.) aswell as whether the user is currently on the phone. A supervisor can view agent presence, theirstatus, to whom they are talking, for how long, etc. The supervisor can also record or listen in onthe call. Stations - shows the status of each physical workstation. A user can log in at any workstation.The Stations page allows a supervisor to see who logs in at a particular station and what telephoneactivity is happening there. Workgroups - shows all the defined workgroups (e.g., Marketing, Help Desk, Development, etc.).For each workgroup, it displays the group members and the real-time status of each member. Configuration - allows an end-user to configure the various elements of his or her interface (e.g.,whether to open a new window for each incoming call, etc.).8.4.5 Can the soft-phone client support personal and company phone directories?Interactive Intelligence Response:The Interaction Client®allows users to add pages which contain directories. Each directory contains a listof names. Users can call the number associated with the name by double-clicking on a name. Users canalso transfer a call to a number in a directory by dragging an interaction from a queue to a name in adirectory.
    • Hosted Communications Sample RFP – With Response37Company DirectoryThe Company Directory is available in every copy of Interaction Client® running at your location. Access tothe company directory can be restricted if necessary.Speed Dial directoriesIf a user or an organization‘s Interaction Center Platform® (platform) administrator adds any speed dialdirectories, those speed dial directories can appear as a tab similar to the Company Directory. Speed Dialpages contain speed dial entries that users can click to call. Right-click a speed dial entry to choose anumber or another type of communication (email, paging, and so on).Contact DirectoriesContact Directories list both public and private contacts in address books from which users can createspeed dial entries.8.4.6 Is call forwarding and find-me supportedInteractive Intelligence Response:The Interaction Client® provides Call Forwarding when you are away from your office by simply transferringa call to another location.TheInteraction Client®can also be configured to search for the user at different telephone numbers usingFollow-me routing. Using Follow-me routing, the system will try to located that called user by using a list ofpre-defined numbers that have been entered into the Client interface.The user can set up Follow-me routing to transfer calls to several locations, including: Home phone Cell phone An extension at another location Any long-distance or international numbers (if the user has the appropriate dialing permissions fromtheInteraction Center Platform®(platform) administrator)The user can also set up Interaction Client®to send a message to your pager or another email addresswhen someone leaves a message for the user.The user can choose how many seconds the Interaction Client®should attempt to ring a telephone numberbefore it attempts the next number on the list or transfers the call to voicemail.The user can also set Follow-me routing to require whoever answers the call at any location to enter a PINcode. This feature is helpful if the user wants to prevent someone else from answering a call through theFollow-me routing process.8.4.7 Is presence management supported for users?Interactive Intelligence Response:Interaction Center Platform® (platform) server provides powerful presence management capabilities via themanipulation of status options inInteraction Client® and via the internet protocol (IP) station handsets. Theclient allows users to change and indicate their status, which in turn influences how interactions will behandled. Non-available statuses (Gone Home, On Vacation, etc.) will result in calls going directly to voicemail, even if the user logs into the system.In addition, Interactive Intelligence presence messages are directly tied to Microsoft LCS and MicrosoftOffice Communicator message sets.8.4.8 Please describe the IP telephony call control protocol used by the system.Interactive Intelligence Response:
    • Hosted Communications Sample RFP – With Response38The CaaS Contact Center offers flexibility in the criteria used in order to route a call to the best availableagent.Based upon the dialed number identification service (DNIS) received, the caller may be directed to aspecific interactive voice response (IVR) flow or straight to a workgroup queue. If a match is made on theautomatic number identification(ANI) of the caller, either against a customer database or some other sourceof information, that caller may be routed directly to their assigned agent or the last person to touch theaccount. Preference level routing may be done in order to assign a higher priority in a queue to designatedaccounts. Call volumes and agent based performance criteria may also be used in order to direct the callerto the best available queue or agent.8.4.9 Can the system function as a gateway, or is a separate SIP gateway required?Interactive Intelligence Response:Call control is managed centrally by the CIC server, and calls may bedelivered to the PSTN via a gateway. Depending on the business requirements, a gateway can be placedat the customer site for trunking to be delivered locally, or can be placed at the ININ datacenter so thecustomer does not have to worry about additional hardware onsite.8.5 ACD8.5.1 Can the system support an unlimited number of configured users?Interactive Intelligence Response:Criteria for Interaction Dialer®‟s capacity is based on calls per hour (CPH), not number of agents.Dialer 3.0 has benefited from database optimization as well as the bulk call dialer feature which allows thedialer to scale up to 50 calls per second for each Outbound Dialer Server(ODS), which is essentially a CICserver with outbound dial capabilities.8.5.2 Can the system support an unlimited number of work groups?Interactive Intelligence Response:There is no system imposed limit on the number of work groups.8.5.3 Can the system support an unlimited number of queues?Interactive Intelligence Response:There is no system imposed limit on the number of queues.8.5.4 Can the system support an unlimited number of routing schemes? Please describe.Interactive Intelligence Response:There is no system imposed limit on the number of routing schemes.8.5.5 Can the system support an unlimited number of steps per routing scheme?Interactive Intelligence Response:There is no system imposed limit to the number of steps per a routing scheme.8.5.6 How many music on-hold choices does your system have?Interactive Intelligence Response:Customer Interaction Center® (CIC) has no limit to the number of music on-hold choices. Music on-Hold islocal to the CIC server and is normally stored as CCITT m-Law (8,000 kHz, 8 bit, mono) .wav format.
    • Hosted Communications Sample RFP – With Response39There are other options for music on hold, which includes live music, feeds (depending upon the hardwarechosen for the configuration) as well a single music file stream played to all callers. .Wav format issupported. There is no limit to the number of .wav files for each ACD queue.8.5.7 Is there a limit to the number of messages that can be played to callers while they are onhold? If yes, how many?Interactive Intelligence Response:There is no system imposed limit on the number of messages that may be played to callers while they areon hold.8.5.8 Does the system support skills based routing?Interactive Intelligence Response:The Customer Interaction Center® (CIC) supports unlimited skills-based routing. Agents may be assignedbased on priority, proficiency and preference. The system can match the requirements of the caller to anagent with the appropriate skills.Each agent is assigned a set of skills. Based upon customized business logic and the caller‘s IVRselection, the platform will assign a call to an agent with the appropriate skills. When a call arrives in thecall center, the system decides which skills are required to handle the caller. Agents may be assignedbased on priority, proficiency or an agent‘s skill level, and preference. This decision would typically bebased on what the caller selects from the IVR and can also be based on the customer‘s profile. When thecaller requests to speak to an agent, the system will match the caller with the appropriate agent accordingto any information the caller has already given. CIC skills routing can be applied to inbound and outboundcalls.Customer Interaction Center® (CIC) skills-based routing options include: Best agent - By adjusting the agent‘s skill level, the most skilled agent for the call can be selected. Desire to Use - This feature is appropriate for agents who are very skilled at one function but mayalso be executing others. Assigning a low Desire to Use rating for an agent ensures the agent canattend to other functions and will receive a low number of calls, which administrators can determineaccording to call center volume; a high rating will ensure the agent receives more calls, focusingmore of the agent‘s productivity on this one function. Customers may implement the Desire to Usefeature in conjunction with the Proficiency feature. For example:An agent may have a Proficiency rating of 100 for “Speaks French” and a Desire to Use rating of 1.Although the agent is the best at speaking French, the platform will not direct a call to the agentunless all other French-speaking agents are unavailable. Attribute Matching - Using this feature, administrators can perform a database look-up and matchcallers with selected attributes with appropriate agents. Cost-based routing - This feature contributes to work force optimization, allowing customers to electwhich calls, according to their attributes, are directed to a low-, middle-, or high-cost agent. One-to-One Matching - Queue a caller for a specific agent then after a threshold, re-set the skillrequired to draw from another group of agents.8.5.9 Does the system allow skills to be prioritized or weighted?Interactive Intelligence Response:The Customer Interaction Center® (CIC) can prioritize callers based on predetermined attributes.Queueannouncement logic available in CIC enables interactions to be prioritized for queuing and routing.Priority QueuingPriority Queuing – callers can be given priority based on any attribute of the call. Priorities can be changedbased on queue factors such as duration in queue as well.
    • Hosted Communications Sample RFP – With Response40The Priority Queuing feature allows that each interaction can be assigned priority routing based on anyattribute of the call. Priorities can be changed based on various queue factors such as duration in queueand caller response to a prompt.For example, callback messages can be given a lower priority so that other types of interactions areanswered first. During slower periods whereby less calls are entering the queue, the ACD will then processthe callback messages and assign them to agents.One might use Priority Queuing to give some customers faster service or assign emergency interactions ahigh priority. Assign an interaction a priority with the ACD Process Item tool, then configure the interactionscore formula to assign high scores to priority interactions. Assigning Weight for Priority a higher value thanthe other weights will tend to assign interactions with high scores to available agents.Priority RoutingThe CustomerInteraction Center®(CIC) provides priority routing as well as allowing users to assign higherpriority to calls from certain numbers.Preference level routing may be done in order to assign a higher priority in a queue to designated accounts.Call volumes and agent based performance criteria may also be used in order to direct the caller to the bestavailable queue or agent. CIC supports the routing of callers based upon automatic number identification(ANI) / calling line identification presentation (CLIP) information. The CIC supports outward dial ANImanipulation and modification at a campaign or even a per dial basis depending on rules and policiesexisting in the configuration or database.The system can prioritize calls based on variables such as length of time in queue and caller response to aprompt. Priority levels can be changed at anytime and range from 1-100.8.5.10 Does the system support a "desire to use" for routing to a skilled agent?Interactive Intelligence Response:The Customer Interaction Center® (CIC) supports a ―desire to use‖ for routing to agents in back-upsituations.This feature is appropriate for agents who are very skilled at one function but may also be executing others.Assigning a low Desire to Use rating for an agent ensures the agent can attend to other functions and willreceive a low number of calls, which administrators can determine according to call center volume; a highrating will ensure the agent receives more calls, focusing more of the agent‘s productivity on this onefunction. Customers may implement the Desire to Use feature in conjunction with the Proficiency feature.8.5.11 Does the system weight the "desire to use" factor in the case that certain agents are onlymeant for back-up situations?Interactive Intelligence Response:Customer Interaction Center® (CIC) is virtually unlimited in its routing schemes flexibility.Call routing thresholds are used to change caller priorities or re-select skill levels required to route the call. Agent Select: Agents can select callers out of the queue from the visual list on their PC of callersthat are in queue. Queue Conditions: Route calls based on the current conditions of the queue. Query the status of aqueue before directing a call to it. Database Profile routing: Combine the database tool look-ups in order to set skill levels required,queue desired, specific agents desired, etc. based on the profile of the caller from the currentcustomer database. Note: Platform uses the existing customer database. Priority Customer Routing: Set customer priorities based on any attribute of the caller. Last/Best Agent Routing: Look up the database status of the caller – check for open issues, checkwhich agent is assigned to the account, then route the caller to the last/best agent.
    • Hosted Communications Sample RFP – With Response41 Overflow Routing: Route calls out of the queue to overflow queues. Overflow queues can alsoroute off-site to remote locations. Look Ahead Routing: Look at the status of other queues before routing the call. Look Back Routing: At a threshold, look at the status of other queues to determine if they may besent back to a different queue.8.5.12 Does the system support routing calls to agents based on particular agent attributes?Interactive Intelligence Response:The Customer Interaction Center® (CIC) supports routing to agents based on particular agent attributes.Using this feature, administrators can perform a database look-up and match callers with selected attributeswith appropriate agents.8.5.13 Does the system support routing callers based on ANI?Interactive Intelligence Response:The Customer Interaction Center® (CIC) supports routing to the best available agent based on ANI and/orDNIS. Based upon the dialed number identification service (DNIS) received, the caller may be directed to aspecific interactive voice response (IVR) flow or straight to a workgroup queue. If a match is made on theautomatic number identification (ANI) of the caller, either against a customer database or some othersource of information, that caller may be routed directly to their assigned agent or the last person to touchthe account.Preference level routing may be done in order to assign a higher priority in a queue to designated accounts.Call volumes and agent based performance criteria may also be used in order to direct the caller to the bestavailable queue or agent. CIC supports the routing of callers based upon calling line identificationpresentation (CLIP)/ automatic number identification (ANI) information.The CIC supports outward dial ANI manipulation and modification at a campaign or even a per dial basisdepending on rules and policies existing in the configuration or database.
    • Hosted Communications Sample RFP – With Response42Inbound Call Profiles can be configured according to ANI, DNIS, and/or Line/Groups from which call mayarrive. Within these profiles, multiple tiers of voice menu trees, including voice prompts, digit collection,database queries, etc. can be configured. If a call matches all of the criteria defined, it will route to thecustom profile.Additionally, based on the database profile of a particular customer, specific routes may be pre-defined for acustomer. There is virtually no limit to the parameters that may be set. An example is that a particularcustomer may have a set of products. Based on the products owned by a customer, their call would berouted to a different menu or set of agents.Incoming Call Selection defines call characteristics that will be compared to the characteristics of anincoming call to determine whether it should be processed by this profile: CIC can route calls based on ANI/DNIS. CIC allows call prioritization based on ANI/DNIS. There is no limit to the number of ANI/DNIS values that may be configured. There is no limit to the number of routing schemes and steps to route a call based on ANI/DNIS.8.5.14 Does the system support routing callers based on a database look-up?Interactive Intelligence Response:The Customer Interaction Center® (CIC) supports routing based on database look-up via its AttributeMatching routing option. Using this feature, administrators can perform a database look-up and matchcallers with selected attributes with appropriate agents.Additionally, based on the database profile of a particular customer, specific routes may be pre-defined for acustomer. There is virtually no limit to the parameters that may be set. An example is that a particularcustomer may have a set of products. Based on the products owned by that Customer, their calls would berouted to a different menu or set of agents.8.5.15 Does the system support assigning skills based on IVR options selected?Interactive Intelligence Response:The Customer Interaction Center® (CIC) supports routing based on IVR options selected. The CICprovides full-featured IVR functionality as part of its ―All-in-One‖ nature. Any number of parameterscollected from the user during an IVR call may be used to determine the skills and/or skill level required toassign to the call to the proper agent.Each agent is assigned a set of skills. Based upon customized business logic and the caller‘s IVRselection, the platform will assign a call to an agent with the appropriate skills. When a call arrives in thecall center, the system decides which skills are required to handle the caller. Agents may be assignedbased on priority, proficiency or an agent‘s skill level, and preference. This decision would typically bebased on what the caller selects from the IVR and can also be based on the customer‘s profile. When thecaller requests to speak to an agent, the system will match the caller with the appropriate agent accordingto any information the caller has already given. CIC skills routing can be applied to outbound and inboundcalls.Additionally, based on the conditions in the call center such as the number of calls waiting, or the number ofagents in a particular status, the CIC may route a caller differently.CIC can be configured to use logical transfers, which will route a call based off information included in thefollowing categories: Data previously entered by the caller Data about the current call Current time
    • Hosted Communications Sample RFP – With Response43 Data about a particular workgroup Data from a database8.5.16 Does the system support weighting skills or desire to use for agents based on IVR look-ups?Interactive Intelligence Response:The Customer Interaction Center supports skills based or desire to use call routing that is dependent on IVRlook-ups.8.5.17 Does the system support prioritizing a call based on a database attribute of the callersuch as account status?Interactive Intelligence Response:Calls may be routed based on database look up, including account status.8.5.18 Can the system offer choices to the caller while in queue?Interactive Intelligence Response:Interaction Attendant® can configure to play a message to a caller after a certain wait time in the queue,and can configure to perform route changes based on the caller‘s response. For instance, the caller maybe given the option to leave a message or re-assign their skill level required.8.5.19 Can the caller hit a DTMF digit at any time while in queue to hear other options withoutbeing removed from the queue?Interactive Intelligence Response:Customer Interaction Center® (CIC) supports the capability of offering the caller an option to press dualtone multi-frequency (DTMF) digit at any time while in queue to hear other options without removing fromthe queue.“If you know the extension of the party you wish to speak with, you may dial it now” or “If you know theextension of the party you wish to speak with, Press 1.”Interaction Attendant® is the highly-usable auto attendant builder for the Customer Interaction Center®(CIC). It configures basic call routing schedules and call processing for automatic call distribution (ACD).Interactive Attendant allows callers to "dial over prompts" at any time during the menu. The menu promptscan be interrupted at any time allowing the caller to be connected directly to the desired destination or torepeat the menu options. Administrators can also deny this option if desired, forcing the caller to listen tothe entire message before moving to the next message.If callers choose to remain on hold or leave a voice message, they will maintain their place in queue and berouted to the next available agent.8.5.20 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.?Interactive Intelligence Response:The system can be configured to provide queue status, anticipated queue wait time, etc. The queueannouncements of wait time and position in queue do not affect the caller‘s queue status.8.6 Intelligent Routing Schemes8.6.1 Can the system route callers based on DNIS? Is there a limit to the number of DNIScodes that may be configured?Interactive Intelligence Response:
    • Hosted Communications Sample RFP – With Response44The queue announcements of wait time and position in queue do not affect the caller‘s queue status.8.6.2 How are ANI and DNIS information stored?Interactive Intelligence Response:Automatic number identification (ANI) and dialed number identification service (DNIS) may be stored in aninternal table on Interaction Center Platform® (platform) or in any open database connectivity (ODBC)-compliant database, depending upon the Customer‘s needs. Customers with a high number of ANI andDNIS numbers may wish to use the database format.8.6.3 Can agents maintain membership to simultaneous workgroups and receive queuedinteractions based upon skill assessment?Interactive Intelligence Response:The Interactive Intelligence Customer Interaction Center® (CIC) fully supports agents being members ofmultiple workgroups and accounts for this in the ACD routing process.Agents can maintain membership to simultaneous workgroups and receive queued interactions based uponskill assessment. The Customer Interaction Center®(CIC) supports automatic queue supervision andactivation of reserve agents for certain skill sets. The maximum number of workgroup members isunlimited.Additionally, when agents log into the Interaction Dialer®, they are presented with a list of availableWorkflows to which they have been assigned. Each Workgroup contains one or more campaign that theagent is assigned to work. Campaigns in a Workflow are governed by rules that control when thecampaigns are active. Agents may be switched from one campaign to another automatically as the rulesdictate.8.6.4 Can calls or other objects wait in queue for certain duration and then be escalated toother queuesInteractive Intelligence Response:Customer Interaction Center® (CIC) manages escalation using its virtually unlimited routing schemes:Call routing thresholds are used to change caller priorities or re-select skill levels required to route the call.The following are examples of logical routing that can be leveraged: Agent Select: Agents can select callers out of the queue from the visual list on their PC of callersthat are in queue. Queue Conditions: Route calls based on the current conditions of the queue. Query the status of aqueue before directing a call to it. Database Profile routing: Combine the database tool look-ups in order to set skill levels required,queue desired, specific agents desired, etc. based on the profile of the caller from the currentcustomer database. Note: Platform uses the existing customer database. Priority Customer Routing: Set customer priorities based on any attribute of the caller. Last/Best Agent Routing: Look up the database status of the caller – check for open issues, checkwhich agent is assigned to the account, then route the caller to the last/best agent. Overflow Routing: Route calls out of the queue to overflow queues. Overflow queues may alsoroute off-site to remote locations. Look Ahead Routing: Look at the status of other queues before routing the call. Look Back Routing: At a threshold, look at the status of other queues to determine if they may besent back to a different queue.
    • Hosted Communications Sample RFP – With Response458.6.5 Can calls or other queue objects be routed to the last agent the caller spoke with on aprior call?Interactive Intelligence Response:Customer Interaction Center®(CIC) supports routing callers back to the last agent who processed their call.This will require customization.8.6.6 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?Interactive Intelligence Response:All interactions, from email to text to chats to calls can be routed using the Customer Interaction Center.8.6.7 Can skills be assigned to calls based on the interactive voice response options selectedsuch as service requested, product information needed, language, etc?Interactive Intelligence Response:The Customer Interaction Center® (CIC) supports unlimited skills-based routing. Agents may be assignedbased on priority, proficiency and preference. The system can match the requirements of the caller to anagent with the appropriate skills.Each agent is assigned a set of skills. Based upon customized business logic and the caller‘s IVRselection, the platform will assign a call to an agent with the appropriate skills. When a call arrives in thecall center, the system decides which skills are required to handle the caller. Agents may be assignedbased on priority, proficiency or an agent‘s skill level, and preference. This decision would typically bebased on what the caller selects from the IVR and can also be based on the customer‘s profile. When thecaller requests to speak to an agent, the system will match the caller with the appropriate agent accordingto any information the caller has already given. CIC skills routing can be applied to inbound and outboundcalls.Customer Interaction Center® (CIC) skills-based routing options include: Best agent - By adjusting the agent‘s skill level, the most skilled agent for the call can be selected. Desire to Use - This feature is appropriate for agents who are very skilled at one function but mayalso be executing others. Assigning a low Desire to Use rating for an agent ensures the agent canattend to other functions and will receive a low number of calls, which administrators can determineaccording to call center volume; a high rating will ensure the agent receives more calls, focusingmore of the agent‘s productivity on this one function. Customers may implement the Desire to Usefeature in conjunction with the Proficiency feature. For example:An agent may have a Proficiency rating of 100 for “Speaks French” and a Desire to Use rating of 1.Although the agent is the best at speaking French, the platform will not direct a call to the agentunless all other French-speaking agents are unavailable. Attribute Matching - Using this feature, administrators can perform a database look-up and matchcallers with selected attributes with appropriate agents. Cost-based routing - This feature contributes to work force optimization, allowing customers to electwhich calls, according to their attributes, are directed to a low-, middle-, or high-cost agent. One-to-One Matching - Queue a caller for a specific agent then after a threshold, re-set the skillrequired to draw from another group of agents.8.6.8 Can skill levels required to process the call be assigned dynamically while the caller is onhold?Interactive Intelligence Response:
    • Hosted Communications Sample RFP – With Response46Supervisors are able to make skills assignment changes that will take effect immediately. Agents do notneed to logout while changes are made. If calls are waiting in queue, they are immediately evaluated withthe agent‘s new skill sets.8.6.9 Can skill levels required to process the call be changed based on the duration that thecaller has been on hold?Interactive Intelligence Response:Customer Interaction Center® (CIC) manages escalation using its virtually unlimited routing schemes:Call routing thresholds are used to change caller priorities or re-select skill levels required to route the call.The following are examples of logical routing that can be leveraged: Agent Select: Agents can select callers out of the queue from the visual list on their PC of callersthat are in queue. Queue Conditions: Route calls based on the current conditions of the queue. Query the status of aqueue before directing a call to it. Database Profile routing: Combine the database tool look-ups in order to set skill levels required,queue desired, specific agents desired, etc. based on the profile of the caller from the currentcustomer database. Note: Platform uses the existing customer database. Priority Customer Routing: Set customer priorities based on any attribute of the caller. Last/Best Agent Routing: Look up the database status of the caller – check for open issues, checkwhich agent is assigned to the account, then route the caller to the last/best agent. Overflow Routing: Route calls out of the queue to overflow queues. Overflow queues may alsoroute off-site to remote locations. Look Ahead Routing: Look at the status of other queues before routing the call. Look Back Routing: At a threshold, look at the status of other queues to determine if they may besent back to a different queue.8.6.10 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.Interactive Intelligence Response:How the system handles the queue is dependent on the customer‘s definitions and the rules applied. Thesystem can route the call to a less skilled agent or to a overflow queue if the customer desires. In the caseof a Spanish speaking caller, the rules can be applied that will place the caller on hold until a Spanishspeaking agent is available.8.6.11 Are the following skills based routing features available? (Click on all that apply) Master List of Skills Workgroup-based - Proficiency Workgroup-based - Desire to Use Workgroup-based - Relative Weighting User-based - Workgroup Skills Inheritance User-based - Override Inheritance User-based - Proficiency User-based - Desire to Use
    • Hosted Communications Sample RFP – With Response47 User-based - Cost User-based - Customizable Attributes Interaction-based - Established per Interaction Interaction-based - Priority Interaction-based - Required Skills / Skills Weighting Interaction-based - Time in System / Time in Queue Interaction-based - Excessive Time in QueueInteractive Intelligence Response:All of the routing features above are standard to the Customer Interaction Center.8.7 Web Interface8.7.1 Can the system provide Web callbacks?Interactive Intelligence Response:Interaction Center Platform® (platform) provides integrated support for customer call back requests initiatedby customers using a web browser.8.7.2 Can the system act on any HTML event such as send a fax, make a telephone call,generate an e-mail, send back a different HTML page, etc.?Interactive Intelligence Response:The Interaction Client Web Edition can be used to initiate interactions. If a different HTML page is requiredin response to an interaction initiation, IceLib API can be used to deliver the event to CIC, and then theresponse back from CIC could be delivered to the HTML page created to confirm the message had beensent, as well as any other information that needed to be reported.Additionally,Interaction Attendant® can configure to support automation of fax back, digital paging,callbacks, email, database queries and more.8.7.3 Can the system provide interactive web page applications such as account status andonline questionnaires?Interactive Intelligence Response:Interaction Center Platform®(platform) can deliver dynamic content to customer facing web pages basedupon the status and availability of platform users and other information.8.7.4 Does the system provide an integrated chat server?Interactive Intelligence Response:The Customer Interaction Center was built from the ground up to handle multiple business communicationsincluding chat.8.7.5 Are text chats routed to agents in the same queue as telephone calls?Interactive Intelligence Response:Internet chat requests may route to agents based on the agent‘s skill level. Based on the rules applied chatsmay be with calls to agents or they may be routed to specific agents dedicated to chat interactions. Thecustomer defines the rules and routing strategies.8.7.6 Can the text chat have pre-defined text for agents to respond quickly to frequently askedquestions?
    • Hosted Communications Sample RFP – With Response48Interactive Intelligence Response:Using integrated Response Management tools, agents can easily use pre-defined text responses torespond to customer‘s questions. The responses are placed using common drag-and-drop Windowstechniques.8.7.7 Can the text chat session have a picture of the agent?Interactive Intelligence Response:During the Interaction Chat session, the agent‘s picture or likeness can display readily to the customer asway of offering added personalization to this interaction.8.7.8 Can the text chat session allow the agent to also control the customers browserinterface? Such as to lead the customer to billing addresses, sales information, etc.Interactive Intelligence Response:Interaction Center Platform® (platform) supports pushing a URL to a visitor‘s browser during a chat session.Dragging a URL to the Send field and clicking Send pushes the visitors browser to that URL. Alternatively,the agent can drag the URL directly into the Conversation pane and immediately push the Web visitorsbrowser to that address.The platform does not support agents taking control of the end customers web browser. InteractiveIntelligence suggests that Customers wanting a remote collaboration feature use a 3rd party tool.8.8 Fax Server and Fax Queuing8.8.1 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 Sender Enters Extension Number Administrator Routing Forward Based on Cover PageInteractive Intelligence Response:The Customer Interaction Center was designed from the ground up to use the same routing features toroute all business interaction including Fax. Unified faxing is a standard part of Interaction CenterPlatform® (platform). With this application, platform users can fax documents from the desktop and receivefaxes via email. The platform makes receiving and sending faxes as easy as opening an e-mail message.Because the platform‘s Interaction Mail™ component includes Interaction Fax™ desktop fax server—andacts as a complete fax on-demand system—incoming fax messages appear as an e-mail attachment in aplatform user‘s inbox. The platform users also receive a single Direct Inbound Dialing (DID) number thatserves as both their telephone and fax number, whether they are an individual user or workgroup member.8.8.2 Does the system support the following features to retrieve faxes? Any Size or Orientation Rotate/Resize/Enlarge/Reduce Gray Scale / Invert Image Print with Options
    • Hosted Communications Sample RFP – With Response49 Annotating and Editing Fax prior to redirectingInteractive Intelligence Response:The Customer Interaction Center supports these features through the Interaction fax Client, includingediting of faxes, printing, and redirection of faxes.8.8.3 May users fax documents from their desk?Interactive Intelligence Response:Fax-on-demand configures in Interaction Attendant® and can call out as needed in the application. Thisfunctionality all supports digital paging, emails and more.8.8.4 How are faxes delivered to users.The Customer Interaction Center® (CIC) makes receiving and sending faxes as easy as opening an e-mailmessage. Because CIC‘sInteraction Mail component includes the Interaction FaxTMdesktop fax server andacts as a complete fax on-demand system, incoming fax messages appear as an e-mail attachment in theuser‘s inbox. CICusers also get a single Direct Inbound Dialing (DID) number that serves as both theirtelephone and fax number, whether an individual user or workgroup member.The Customer Interaction Centerdesktop fax viewer also allows users to compose and send faxes.8.9 Multi-Media Queuing8.9.1 Can multiple types of objects such as telephone calls and Internet text chat requests, etc.be placed in the same queue?Interactive Intelligence Response:The Customer Interaction Center® (CIC) ACD is used to route both inbound interactions and outbound callsto agents. Interaction Dialer® outbound calls are blended by the ACD with inbound calls, emails, faxes,web chats, voice messages, callbacks, and any other routed inbound objects.TheCustomer Interaction Center featuresInteraction Dialer® to provide outbound dialing capabilities inPredictive, Power, Preview, Precise and Agentless modes on a per campaign basis. Campaigns may uselive agents, voice messages, fax and IVR.Interaction Dialer® is an integrated software application that resides on top of CIC. With the capabilitiesprovided with CIC, including ACD and multimedia queuing, Interaction Dialer® adds the ability to blendinbound and outbound interactions.Blending inbound and outbound calls is built into CIC and Interaction Dialer®. Interaction Dialer® is a pre-integrated, add-on application that resides on top of Customer Interaction Center® (CIC). Both use CICsACD to route calls to agents. CIC blends the inbound and outbound environment by default. While Dialer‘spredictive outbound calls answered by a live person are routed into CIC‘s existing ACD (automatic calldistribution) queues.Since Interaction Dialer is integral within the CIC, there are no "lines" between products. They fitseamlessly together. There are no hidden services or costs to integrate the two products. Outbound callscan be queued into the same queue as an inbound interaction if necessary. Agents do not have to bemoved between inbound and outbound processing.What Interaction Dialer® brings to the CIC is call list management, defining what numbers todialautomatically and determining how outbound work should be processed. Dialer additionally calculatesexactly how many calls to place and when to make them, and provides answering machine detection, livespeaker detection and other call analysis techniques to maximize agent talk time.When an outbound call connects to an agent, Interaction Dialer® automatically pops a campaign scriptdisplaying customer information to lead the agent through the call. Outbound calls can also blend with
    • Hosted Communications Sample RFP – With Response50inbound calls to maximize agent productivityfurther. Alternately, calls can be automatically processed (suchas to leave a voice message, send a fax document, etc.) without involving agents.Interaction Dialer® utilizes either a Microsoft SQL or Oracle database to maintain contact lists. There is anadd-on available to Interaction Administrator® for campaign management. Additionally, CIC/InteractionDialer tandem offers four different scripting options, scripting and call flow management by agents.8.9.2 If so, is there a visual indication to the agent of the type of object that is in the queue?Interactive Intelligence Response:There is a visual indication for each type of interaction, so an agent can see what interaction types exist intheir queue at any given time. For example, the phone interaction type is seen below.8.9.3 Can different types of objects be assigned different priority levels in the queue forprocessing?Interactive Intelligence Response:The customer may apply priorites based on call information within Interaction Attendantattendant. Forexample, a ―Gold Member‖ phone number might be verified in the database by Interaction Attendant DBtools, and so that call, when applied to the same queue as everybody else, will be assigned a higher prioritylevel, and will immediately be placed in queue ahead of any other call with a lower priority level.8.9.4 Can queue objects be routed differently based on their type such as chat requests maybe routed to one skill set as opposed to telephone calls, etc.?Interactive Intelligence Response:The customer may apply different routing schemes and priorities based on the interaction type. TheCustomer Interaction Center is a highly configurable platform that allows customers to design the perfectrouting scheme for their business.
    • Hosted Communications Sample RFP – With Response518.9.5 Can queue objects be escalated to a supervisor if they have not been processed in asufficient timeframe?Interactive Intelligence Response:Customer Interaction Center® (CIC) manages escalation using its virtually unlimited routing schemes:Call routing thresholds are used to change caller priorities or re-select skill levels required to route the call.The following are examples of logical routing that can be leveraged: Agent Select: Agents can select callers out of the queue from the visual list on their PC of callersthat are in queue. Queue Conditions: Route calls based on the current conditions of the queue. Query the status of aqueue before directing a call to it. Database Profile routing: Combine the database tool look-ups in order to set skill levels required,queue desired, specific agents desired, etc. based on the profile of the caller from the currentcustomer database. Note: Platform uses the existing customer database. Priority Customer Routing: Set customer priorities based on any attribute of the caller. Last/Best Agent Routing: Look up the database status of the caller – check for open issues, checkwhich agent is assigned to the account, then route the caller to the last/best agent. Overflow Routing: Route calls out of the queue to overflow queues. Overflow queues may alsoroute off-site to remote locations. Look Ahead Routing: Look at the status of other queues before routing the call. Look Back Routing: At a threshold, look at the status of other queues to determine if they may besent back to a different queue.8.9.6 Is the Administration of Multi-Media queuing provided in the same, commonAdministrative Interface?Interactive Intelligence Response:Since the Customer Interaction Center was developed from the ground up to provide multi-media queuing,there is one seamless administrative interface across the whole system.8.10 Outbound Predictive Dialing8.10.1 Does the system provide an integrated predictive dialer or is that a separate product?Interactive Intelligence Response:Since the Interaction Dialer®is a feature of the Customer Interaction Center® (CIC) there is no integrationwhich provides competitive advantages that traditional predictive dialers cannot match:Interaction Dialer supports distributed, blended, multi-server environments. In distributed environments,Interaction Dialer allows campaigns to be administered and managed across a large number of servers inmultiple locations without sacrificing functionality or flexibility. Interaction Dialer provides blended inboundand outbound centers with a single platform for managing a wide variety of outbound applications.A single system implements PBX, messaging, IVR, reporting, web integration and other applicationsneeded in complex organizations. Outbound operations do not require a separate PBX or expensiveCentrex lines. This can significantly reduce monthly fees, since Interaction Dialer utilizes functionality thatis already built into the CIC.Call blending is built-inCIC blends the inbound and outbound environment by default. Predictive outbound calls that are answeredby a live person are routed into CIC‘s existing ACD (automatic call distribution) queues. Since InteractionDialer® is an integral part of the CIC, there are no "lines" between products. Outbound calls can be queued
    • Hosted Communications Sample RFP – With Response52into the same queue as an inbound interaction if necessary. Agents do not have to be moved betweeninbound and outbound processing.Trunks use non-blocking architectureInteraction Dialer uses a non-blocking architecture, which means that all trunks can be used for eitherinbound or outbound applications or both.For outbound centers required to start up quickly at the beginning of the first shift, the event-processingengine may actually start all trunks within seconds rather than waiting on time delays for outside PBXs.Very large-scale outbound applications can start immediately at the beginning of a shift.Tight coupling with inbound applications enhances the effectiveness of call centers. Otherwise, idle agentscan be utilized for outbound campaigns. Skilled agents can be cross-trained to process inbound customerservice calls and outbound telemarketing calls. Collections departments with strong outbound processingcan easily blend inbound callbacks to the same outbound agents thereby improving collection rates.Blended agents may receive screen pops for inbound and outbound calls.Based on the type of call, adifferent script may be opened at the agent‘s desktop. Screen pops are defined in a single administrativeinterface. COM objects are available to manage and process each type of call, and can be used to build orintegrate custom applications.Campaigns can dial multiple telephone numbers per contactBy default, Interaction Dialer uses the telephone number stored in the PhoneNumber column of the ContactList table. If additional telephone number columns are added to the Contact List, Interaction Dialer can beconfigured to dial these numbers in a prescribed order, until the contact is reached. In the event that acallback is scheduled, the number that initially reached the contact is used.For example, a campaign can configure to call a home phone number first, followed by the contacts worknumber. If these calls do not reach the contact, a cellular number can be dialed. Interaction Dialer®supports any number of telephone numbers per contact.Multiple Telephone numbersSupport for multiple telephone numbers is configured using the Campaigns container in InteractionAdministratorContact List tables can contain as many telephone number fields as are needed. There is no limit to thenumber of phone numbers that can be stored for each contact. The order in which numbers are called isconfigurable and can be configured to change on a contact by contact basis using Policies.
    • Hosted Communications Sample RFP – With Response53It is the customers responsibility to add supplemental telephone number fields to the Contact List tableused by a campaign. The Phone Number field is used by default.Professionally designed campaign scripts gets the user up and running quicklyBase Interaction Scripter provides general-purpose scripts that guide agents through steps of a campaigncall. CallCenter Supervisors customize base scripts to add text fields, numeric fields, radio buttons, anddrop-down lists that update fields in the Contact List. No special expertise is required to customize basescripts.Fully supported priority levelsIf the system is processing both outbound and inbound calls, Interaction Dialer® can apply priority levels totypes of calls. If the tolerance level of outbound calls is low, meaning the outbound called party will not waitfor an agent, a very high priority can be placed on the outbound interaction.For example, if there is an outbound call waiting to be processed as well as an inbound call in a queue, theoutbound call will be directed to the available agent first.Outbound calls applied with skills-based routingSince outbound calls flow through the same ACD that is used for inbound calls, calls are routed to agentsbased on skills match, longest availability, agent cost, etc. For example, calls can be directed to agentswho speak Spanish. Once an agent is selected for the call, Interaction Dialer will provide a screen pop.Provided support for occasional agentsIf an agent is not as desirable for an outbound call, a desire to use level can be applied to that agent.Therefore, the lower desired agent will only be used for outbound interactions when no other agents areavailable to take the interaction. Occasional agents can be used in blended environments when the hit rategets better on a campaign list before the Dialer has time to adjust down. Occasional agents may also beused in the opposite direction for inbound calls from more skilled outbound agents. By setting the desire touse level and using it in a blended environment, the center is better able to handle spikes that may occur oneither side.IVR is includedInteraction Dialer can be used for outbound surveys as well as outbound agent campaigns, without theneed to purchase (and integrate) a separate Interactive Voice Response (IVR) system.The CIC provides complete IVR functionality, and includes sophisticated tools for creating IVR applications.Predictive calls may route to IVR applications at any time. For example, Interaction Dialer can send a callto an automated survey or IVR scheduler. Likewise, a call center agent can transfer calls to an after-callIVR survey.Built-in call/screen recordingInteraction Dialer resides on top of Customer Interaction Center® (CIC) as another integrated application.CIC‘s built-in call/screen recorder helps outbound telemarketing and collections agencies track transactionsand monitor agent quality without purchasing separate voice logging servers or devices. Supervisors canlisten in or record any call that connects to an agent.Dynamic pace adjustmentThe predictive algorithm in the Outbound Dialer Server is responsible for creating outbound call requests.Outbound dialing speeds up or slows down based on inbound conditions. If blended agents are busyprocessing inbound calls, the Outbound Dialer Server slows down.For instance, if all agents are busy on inbound calls, the Outbound Dialer Server slows down or temporarilyhalts outbound calling. It looks at the status of the blended queue to decide when to resume outboundactivities.In addition, as agents log in, go on break or log out, the pace of the Outbound Dialer Server will ramp up ordown accordingly.Single administrative interfaceCampaign and workflow configurations are managed using the CIC‘s single administrative interface,Interaction Administrator.
    • Hosted Communications Sample RFP – With Response54Integrated workflow monitoringThe supervisory interface, Interaction Supervisor, displays real-time statistics about workflows, campaigns,agents, overall Dialer health and more. This feature allows call center supervisors to monitor multiplecampaigns and to gauge the performance of hundreds of agents.Distributed outbound operationsInteraction Dialer can run an outbound campaign from multiple locations at the same time. This is highlydesirable in distributed organizations who want all agents participating in a single campaign or wherescalability is needed.Predictive reportsInteraction Dialer ships with predictive reports that supplement the CIC‘s already extensive report facility.These reports provide details concerning campaign completion, line usage, agent performance, and detail-level call information. Supervisory reports are available for blended queues and agent productivity. CallCenter supervisors and even agents may run reports at their desktop without interrupting processing on theOutbound Dialer server. If additional customized reports are needed, they can be easily created or existingreports can be modified to meet the needs of the organization.Fully supported remote agentsInteraction Scripter fully supports remote agents—part-time or full-time workers working from home orremote offices, who connect to a server via the Internet or Intranet. Remote agents have the samecapabilities as inbound agents. Supervisors also have the same abilities to monitor and record remoteagent conversations. Real-time and reporting capabilities make it easier for supervisors to manage work at-home employees.Agent announce featureWhen calls route to an agent, a "smile" or agent greeting can be played. This keeps agents from gettingtired of repeating their greeting over the course of their shift. A different greeting may be played based onthe campaign as well.Seamless database integrationInteraction Dialer uses database technology to access Contact List information, and to maintain logs andstatistics. It fully supports Microsoft SQL Server and the Oracle DBMS.Guaranteed delivery of database updatesAs Contact Lists are processed, Outbound Dialer servers accumulate information that needs to bepropagated back to master databases hosted by the Central Campaign Server. These updates are writtento Persistent Messaging Queues for pickup by the Central Campaign Server. For example, an agent mightcollect information from a customer. Instead of attempting to update the master databasedirectly by meansof a direct SQL connection, the local CIC server writes this information to a queue and continuesprocessing.8.10.2 Does the solution provided for Blended Agents?Interactive Intelligence Response:Blending inbound and outbound calls is built into Customer Interaction Center® (CIC) and InteractionDialer®. Interaction Dialer® is a pre-integrated, add-on application that resides on top of the CIC. Both useCICs ACD to route calls to agents. CIC blends the inbound and outbound environment by default. WhileDialer‘s predictive outbound calls answered by a live person are routed into CIC‘s existing ACD (automaticcall distribution) queues.Since Interaction Dialer® is integral within CIC, there are no "lines" between products. They fit seamlesslytogether. There are no hidden services or costs to integrate the two products. Outbound calls can bequeued into the same queue as an inbound interaction if necessary. Agents do not have to be movedbetween inbound and outbound processing.Inbound calls usually take precedence. Each Interaction Dialer® workflow can configure to reference thewaiting calls on one or more inbound workgroup queues. When the number of waiting calls hits aconfigured upper threshold for a specific queue or for all queues combined, Interaction Dialer® slows itsdialing until a lower threshold is met, at which time dialing picks back up.
    • Hosted Communications Sample RFP – With Response55Trunks use non-blocking architecture.Interaction Dialer® uses a non-blocking architecture, which meansthat all trunks can be used for either inbound or outbound applications or both.Tight coupling with inbound applications enhances the effectiveness of call centers. This enables idleagents to be utilized for outbound campaigns. Skilled agents can be cross-trained to process inboundcustomer service calls and outbound telemarketing calls. Collections departments with strong outboundprocessing can easily blend inbound callbacks to the same outbound agents thereby improving collectionrates.Blended agents may receive screen pops for inbound and outbound calls.Based on the type of call, adifferent script may be opened at the agent‘s desktop. Screen pops are defined in a single administrativeinterface. COM objects are available to manage and process each type of call, and can be used to build orintegrate custom applications.Priority Levels are fully supported. If the system is processing both outbound and inbound calls, InteractionDialer® can apply priority levels to types of calls. If the tolerance level of outbound calls is low, meaning theoutbound called party will not wait for an agent, a very high priority can be placed on the outboundinteraction. If there is an outbound call waiting to be processed as well as an inbound call in a queue, theoutbound call will be directed to the available agent first.8.10.3 If it is integrated, how does the predictive dialer connect to the ACD for accurateoutbound prediction?Interactive Intelligence Response:The Interaction Dialer is a component of the Customer Interaction Center requiring no integration to theACD for accurate outbound prediction.8.10.4 If it is not integrated, what product do you recommend and what is its interface to theACD? Please outline all associated costs for integration.Interactive Intelligence Response:The Interaction Dialer is a component of the Customer Interaction Center requiring no integration to theACD for accurate outbound prediction. The only associated cost with the Interaction Dialer features is thelicense.8.10.5 Does the dialer send outbound connected calls into the same queue as inbound calls ordo agents have to log in and out of inbound and outbound processing?Interactive Intelligence Response:The Interaction Dialer supports blended call environments. Agents do not have to log in and out of inboundand outbound campaigns.8.10.6 How does the predictive dialer control inbound and outbound call flow?Interactive Intelligence Response:Interaction Dialer®‘s patented staging algorithm is agent-specific, enabling the application to predict pacingper agent, per agent times, in each stage. Full dialing speed control is possible both through InteractionAdministrator® as well as through APIs, if desired. Controls include aggressiveness of pacing, calls perrequest, abandon rate limits/goals and blending controls. Once Interaction Dialer® pace goals are set inInteraction Administrator®, Interaction Administrator auto-adjusts those goals. One may also adjust theInteraction Administrator® Pace Bar to adjust Interaction Dialer®pacing manually.Once set, the predictive algorithm in the Interaction Dialer®is responsible for creating outbound callrequests. The outbound dialing speeds up or slows down based on inbound conditions. For instance, ifblended agents are busy processing inbound calls, the Interaction Dialer®slows down or temporarily haltsoutbound calling. Interaction Dialer®looks at the status of the blended queue to decide when to resumeoutbound activities. As agents log in, go on break or log out, Interactive Dialer‘s dial pace will ramp up ordown accordingly.
    • Hosted Communications Sample RFP – With Response568.10.7 Please provide an overview of the supervisor functions of your dialer?Interactive Intelligence Response:Interaction Supervisor™ is a graphical user interface (GUI), Windows-based application for supervisorycontrol and monitoring of agents and systems. Interaction Supervisor™provides a graphical ―dash board‖view of a wide variety of statistical information – call abandon rates, queue statistics, etc. Supervisors candefine graphical views (e.g., bar charts) and associate them with different numeric quantities (e.g., technicalsupport queue abandon rate).Graphical views are updated in real time, even if the supervisor is connected remotely. Supervisors canalso set alert thresholds in order to receive notification when specific boundaries are exceeded. InteractionSupervisor™ can simultaneously display information from multiple Interaction Center Platform® (platform)systems for multi-site installations.Features include: Real-time system/ user monitoring, Workforce optimization, and Real-time delivery ofinformation across systems. In addition, Service Level Management monitoring includes: Threshold alertingand Proactive control.The Plug-in architecture enables supervisors to monitor and manage agent statistics, ACD, Outboundcampaigns, and multiple sites via the Interaction Director. Supervisors with appropriate permissions mayalso monitor and control system performance.8.10.8 Are their combined reports regarding agent performance for both inbound and outbound?Interactive Intelligence Response:Customer Interaction Center® (CIC) includes reports as a standard offering.CIC reporting architecture is completely open and highly configurable. The product sends statisticalinformation into open database logs. New report logs may be created based on custom needs within a callcenter and registered as a report log along with the standard logs provided by the CIC.
    • Hosted Communications Sample RFP – With Response57CIC standard report logs may also be extended (fields added, etc.) or changed. Crystal Reports writereport templates provided by the CIC. Customers may create new reports based on new report logs orsimply modify the standard reports.Standard reports are provided for call information such as call detail and summary, trunk line informationsuch as usage and call detail, user information such as user call reports and user activity (status) reports,queue reports such as shift activity, service level reporting, and queue analysis. Graphical reports, detailreports, and summary reports are available as standard offerings.Predictive Dialer ReportsInteraction Dialer® ships with predictive reports that supplement Customer Interaction Center® (CIC)‘salready extensive report facility. These reports provide details concerning campaign completion, lineusage, agent performance, and detail-level call information. Supervisory reports are available for blendedqueues and agent productivity.Call Center supervisors and agents may run and print these reports at their desktop without interruptingprocessing on the Outbound Dialer server. If additional customized reports are needed, they can be easilycreated or existing reports can be modified to meet the needs of the organization.Customizable ReportsInteraction Report Assistant® simplifies the process of creating basic custom reports on the fly to answerimmediate questions and formatting reports according to customer preference. This application extendsreporting capabilities to users who previously had to engage a Report Analyst to gather critical informationabout their contact center or business user activity.The wizard-driven interface in Interaction Report Assistant® features user-friendly names rather thanintimidating database column names and guides users through the process of creating simple reports.Guided packages ensure data can all be related and database functions, such as joining tables or creatingviews, are transparent to the user. List and Pivot Table Reports may be created and exported to a .PDFformat or Excel pivot table in which users can manipulate data. Customers can use a free viewer applicationto save and view reports.
    • Hosted Communications Sample RFP – With Response58The Report Assistant wizard-driven report creation process8.10.9 Please explain how the predictive dialers algorithm works.Interactive Intelligence Response:Interaction Dialer is a predictive dialing add-on for the CIC server that enhances the efficiency of outboundcall centers by automating manual tasks. For example, Interaction Dialer® retrieves telephone numbersfrom a call queue, dials the number, and waits for the call to be answered. Dialer detects ring/no-answerconditions, busy signals, FAX tones, SIT tones and answering machines. Agents receive only telephonecalls that have reached a targeted party.Interaction Dialer® does more than automate the dialing process. Its advanced patented predictivealgorithm forecasts when agents will become available. Real-time statistical averaging calculates wheneach agent will finish the current call. The system queues and places multiple outbound calls while agentsare busy, to ensure that a targeted party is answering when an agent becomes available.The predictive algorithm uses real-time statistics to estimate when each agent will finish the current call.The system queues and places multiple outbound calls while agents are busy, to ensure that a targetedparty is answering at the moment that the agent becomes available. Some of the factors that the predictivealgorithm analyzes are:8.10.10 Can the predictive dialer run a study in preview mode?Interactive Intelligence Response:
    • Hosted Communications Sample RFP – With Response59Interaction Dialer® supports supplemental dialing modes in addition to its main predictive dialing mode.Most dialers work only in a predictive mode—meaning that an agent availability prediction must be madebefore an outbound call is placed.Interaction Dialer® supports five dialing modes on a per-campaign basis: Power - In Power dialing mode, the server dials from the campaign list only when an agent isavailable to process the call. The system waits for an agent to become available before placingoutbound calls. It calculates the number of calls to place in order to reach a live party. Predictive- In Predictive dialing mode, the server predicts agent availability and places calls basedon internal statistics. The server predicts the number of calls that must be made in order to provideeach agent with a targeted party the moment the agent becomes available. Preview - Preview dialing mode presents agents with information about the targeted party beforethe call is actually placed. When ready, the agent manually initiates the call by pressing a button inthe predictive client application. The agent can be given the option to reschedule the call, or skip tothe next data pop. Precise – Precise dialing ensures that a proper agent is reserved prior to a call being placed to acontact. When the Dialer encounters a contact associated with a special rule definition, it willreserve an agent that meets the appropriate criteria of that rule and present the agent with thatcontact upon successful connection. Agentless – Agentless dialing places calls and presents contacts with options of recordedmessages, faxes, or IVRs as defined by campaign rules. In the event that an agent is still neededafter the call is processed using one of the above options, one can be selected.8.10.11 Can the predictive dialer run a study in "power dial" mode (progressive dialing)?Interactive Intelligence Response:Interaction Dialer® supports supplemental dialing modes in addition to its main predictive dialing mode.Most dialers work only in a predictive mode—meaning that an agent availability prediction must be madebefore an outbound call is placed.Interaction Dialer® supports five dialing modes on a per-campaign basis: Power - In Power dialing mode, the server dials from the campaign list only when an agent isavailable to process the call. The system waits for an agent to become available before placingoutbound calls. It calculates the number of calls to place in order to reach a live party. Predictive- In Predictive dialing mode, the server predicts agent availability and places calls basedon internal statistics. The server predicts the number of calls that must be made in order to provideeach agent with a targeted party the moment the agent becomes available. Preview - Preview dialing mode presents agents with information about the targeted party beforethe call is actually placed. When ready, the agent manually initiates the call by pressing a button inthe predictive client application. The agent can be given the option to reschedule the call, or skip tothe next data pop. Precise – Precise dialing ensures that a proper agent is reserved prior to a call being placed to acontact. When the Dialer encounters a contact associated with a special rule definition, it willreserve an agent that meets the appropriate criteria of that rule and present the agent with thatcontact upon successful connection. Agentless – Agentless dialing places calls and presents contacts with options of recordedmessages, faxes, or IVRs as defined by campaign rules. In the event that an agent is still neededafter the call is processed using one of the above options, one can be selected.8.10.12 How does the predictive dialer handle the Do-Not-Call lists?
    • Hosted Communications Sample RFP – With Response60Interactive Intelligence Response:Interaction Dialer® supports scrubbing of Contact Lists against Do-Not-Call (DNC) lists. Scrubbing preventscontact numbers from being dialed by a campaign.Pre-scrubbing and Just-in-Time scrubbing of DNC numbers is supported using any combination ofcustomer-supplied DNC lists, 3rd-party DNC scrubbing, and on-the-fly exclusion of specific numbersprogrammatically (e.g., specific collection accounts or call-in DNC requests). Just-in-time DNC scrubbingchecks the supplied list or 3rd-party DNC service just prior to placing calls, which allows numbers to beadded at any time while dialing.Scrubbing can be performed against in-house lists acquired from government entities or by using DNC.com,a third-party list cleansing service provided by the Call Center Compliance Corporation. Dialer integratesdirectly with DNC.com and supports generic DNC data sources. The generic data source must be a tablethat exists in Interaction Dialer‘s database.Scrubbing processScrubbing is a two-step process:1. An initial, bulk scrub of the entire contact list is performed first. This typically removes30-40% of the entries.2. When the contact list is dialed by a campaign, Interaction Dialer® performs just-in-time scrubbing toexclude contacts whose DNC status changed between the time the contact list wasscrubbed/loaded and the time the contact was evaluated for dialing. Just-in-time scrubbing isperformed when records are pulled into cache.It is not uncommon for a list to be dialed for days or weeks, so changes in DNC status should be expectedto occur. Just-in-time scrubbing is intended to remove relatively few numbers while initial DNC scrubbingcan remove as many as 40% of the entries in a contact list.8.10.13 How does the predictive dialer handle time zones?Interactive Intelligence Response:Customer Interaction Center® (CIC) fully supports time of day (TOD) routing. Administrators can setup aschedule to provide alternate routing based upon time of day, day of week, month and yearautomatically.The GUI-driven Interaction Attendant® allows users to create routing plans based on TOD, Holidayschedules and emergencies in an easy to use manner.
    • Hosted Communications Sample RFP – With Response618.11 Outbound Call Processing Options8.11.1 Can outbound calls be directed to an IVR script? If so, is this part of the integratedpackage, or is a separate port required?Interactive Intelligence Response:Customer Interaction Center® (CIC) supports the ability to deliver outbound Interaction Dialer calls to theauto-attendant functionality with Interaction Attendant®, which is a graphical configuration tool, used todefine IVR call flows for both inbound and outbound calls.8.11.2 Can outbound calls be directed to an agent based on skill level required for that call type?Interactive Intelligence Response:Customer Interaction Center® (CIC) supports skills based dialing for not just inbound calls, but also foroutbound Interaction Dialer calls. Interaction Dialer will look at the available agents in a workgroup andtheir skills, and if a particular call requires a particular set of skills, the outbound dialer will not place the callunless an agent with those particular skills is available.8.11.3 Can agents logged into a study record an "auto greeting" so that their greeting alwaysstays "fresh"?Interactive Intelligence Response:When calls route to an agent, a "smile" or agent greeting can play. This keeps agents from getting tired ofrepeating their greeting over the course of their shift. A different greeting may play based on the campaignas well.8.11.4 Describe your solutions options for Answering Machine Detection. What is your solution‘sdemonstrable accuracy rating?Interactive Intelligence Response:Interaction Dialer® can provide up to 90% accuracy on answering machine detection (AMD) from voice.This level of accuracy is dependent on the configured telephony environment and related systemconfiguration. For AMD to be most accurate, carrier connections between the Interaction Dialer® serverand the called party‘s audio device must be free of significant background noise.AMD accuracy above 90% is possible, but by nature, this runs the risk of an unacceptably high rate offalsely labeling a live caller as an answering machine.8.12 Voice Mail8.12.1 Can callers have the option to leave a message? What are the standard voicemailfeatures?Interactive Intelligence Response:Customer Interaction Center® (CIC) supports the following voice mail telephony features: Alternate greetings Announcement of Number of MessagesReceived Announcement of Priority of MessagesReceived Announcement of Type of MessagesReceived Bypass Personal Greeting Capability For Customer DefinedPrompts / Recordings Customer Definable Key Press Mapping Date & Time Stamp Date & Time Stamp based on user timezone Daylight Savings Time Deleted Message Recovery
    • Hosted Communications Sample RFP – With Response62 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 otherusers) 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 PlaybackFor Customer Interaction Center® (CIC) to interoperate between voice mail and email, a single emailprofile is loaded onto the telephony server. That profile is the sole interface to the email systems.When delivering messages, that profile creates a new email message and attaches the .wav file; muchlike a human would create a message with an attachment. When retrieving messages, this profileexecutes MAPI commands to open a user‘s Inbox, as a person would do File/Open Others Users Inbox.There is no software loaded onto any email server. Additionally, the telephony server makes use of thestandard email client to access the profile (Outlook, Notes, Groupwise, etc.).8.12.2 Are callers still in the queue when given this option? If not, please explain.Interactive Intelligence Response:Callers may be given the option to leave a voicemail and still maintain their place in the queue.8.12.3 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?Interactive Intelligence Response:The voicemail is recorded into a .wav file that may be attached to a customer database or call record.8.12.4 When a voice message is left, can all options selected by the caller and attributesabout the caller be attached to the voice message for agent processing information?Interactive Intelligence Response:All call attributes may be attached to the voice message.8.12.5 Does your solution provide universal ports for Voice Mail?Interactive Intelligence Response:Voice Mail licensing is user based, rather than port based. This means that as long as a user has beengiven a voicemail license, they will not be constrained at any time by a voicemail port limitation.8.13 Call Center E-mail Integration8.13.1 Can e-mails be forwarded to the call center for processing?Interactive Intelligence Response:
    • Hosted Communications Sample RFP – With Response63Since the Customer Interaction Center is a unified business communicaton platform, all interactions,including email, may be routed to the best available agent or workgroup in the call center for processing.8.13.2 Can e-mails be forwarded to a specific skilled agent?Interactive Intelligence Response:Since the Customer Interaction Center is a unified business communicaton platform, all interactions,including email, may be routed to the best available agent or workgroup in the call center for processing.8.14 Interactive Voice Response8.14.1 Does the system integrate to any ODBC-compliant database?Interactive Intelligence Response:Interaction Center Platform® supports SQL Server and Oracle databases.Customer Interaction Center® (CIC) stores historical data in either a Microsoft SQL Server or Oracledatabase. Both databases are open database connectivity (ODBC) compliant.8.14.2 Does the system use Microsofts SQL Server?Interactive Intelligence Response:Interaction Center Platform® supports SQL Server and Oracle databases.Customer Interaction Center® (CIC) stores historical data in either a Microsoft SQL Server or Oracledatabase. Both databases are open database connectivity (ODBC) compliant.8.14.3 How many ODBC-compliant database connections can be open at one time?Interactive Intelligence Response:There is no functional limit to the number of database connections that can be made at one time.Typically, the system will pool connections and efficiently use those connections (log on, do operation, logoff) in order to minimized connections.8.14.4 Can multiple database connections be used for a single caller?Interactive Intelligence Response:Interaction Center Platform® (platform) integrates to any ODBC-Compliant database and the IVR caneasily configure to perform requests on the data source.Interaction Attendant® allows customers to execute Database Inserts, Database Queries and DatabaseUpdate statements. The results of these actions can be examined to determine the next action in the IVRprocess.8.14.5 Are the database connections cached?Interactive Intelligence Response:Database connections are cached with PMQ, which will cache DB data and retry it later in case of adatabase outage.8.14.6 Does the system support multiple languages?Interactive Intelligence Response:Customer Interaction Center® (CIC) provides six IVR language packs: Dutch
    • Hosted Communications Sample RFP – With Response64 French German Japanese Spanish Latin America UK English8.14.7 Does the system support text-to-speech? If so, what type is used?Interactive Intelligence Response:Nuance, Loquendo and Microsoft are text-to-speech (TTS) engine vendors for Interaction CenterPlatform® (platform).8.15 IVR Changes8.15.1 Does the system provide a graphical IVR design tool to build new interactionpathways?Interactive Intelligence Response:Script development, testing, and publication are done using Interaction Attendant® andInteractionDesigner®. The two design environments allow an administrator to develop thescripts/applications that dictate how interactions are managed through the product.InteractionAttendant® is the simpler of the two and uses a ―file manager‖ type interface to design simplecall flows. Interaction Attendant is a graphical interface that configures the auto attendant system builtinto the CustomerInteractionCenter® (CIC). An auto attendant automatically answers a call. It promptsthe caller to make menu choices, and routes the call according to that callers choice. Callers selectoptions by pressing keys on their telephones keypad. Based on these interactions, the auto attendantcan: Play prerecorded prompts, transfer calls to an agent, operator, queue, or voice mail, look upinformation in a database, dynamically convert text to speech, offer a sub menu, send or receive a fax,provide access to voice mail, search an employee directory, and more.
    • Hosted Communications Sample RFP – With Response65Interaction Attendant®
    • Hosted Communications Sample RFP – With Response66Interactive Intelligence Response:Interaction Attendant has a built in prompt recorder which can create prompts via station the administratoris logged into. This can be their cell phone or desk phone. Additionally, pre-recorded wav files can beapplied as prompts via a menu selection.8.15.2 Can you make changes while the system is on-line with callers or other queue objects?Interactive Intelligence Response:Changes may be made during production hours. The change will affect the next interaction to arrive onthe system. There is typically no need to reboot for programming changes.8.16 Outbound Agent Call Scripting8.16.1 Can an agent log into multiple campaigns?Interactive Intelligence Response:Interaction Dialer® utilizes a concept called workflows. Workflows are a collection of one or morecampaigns presented to agents based on customer rules. These rules will automatically transition anagent from one campaign to another based on time of day, campaign specific thresholds, contact successrates, etc. When an agent logs in to start the day, they log into a Workflow that handles the campaignsthat the agent will be working during their shift.8.16.2 Can the agent control the call such as hold, transfer, conference right on their callscript?Interactive Intelligence Response:CIC provides a multiple comprehensive agent scripting application. Open scripting language supportallows building call control into the script. Basic Scripter: Simple single-page script showing relevant data elements for rapid scriptdeployment Interaction EasyScripter: ―What you see is what you get‖ browser-based scripting utilizing pre-defined scripting tools that allow for flexible script development Advanced Scripter: Ability to utilize off the shelf web development tools for open and full-featuredscript development Programmable API‘s: API‘s for embedding of Dialer functionality within 3rd- party applicationswhen scripting is not enoughInteraction Scripter™ may be applied to inbound and outbound call scripting applications allowing forthese call control features: Pick-up Disconnect Hold Transfer (and consult transfer) Begin Recording the call Pause recording Mute Place a call (can be used to tell theagent to call another party in the script,such as a supervisor or outside verifier) Listen (for supervisors to listen to aparticular call) Send call to voicemail8.16.3 Can the agent change data about the caller in the script?
    • Hosted Communications Sample RFP – With Response67Interactive Intelligence Response:Interaction Dialer®usesInteraction Scripter™to deliver call script and caller information to an agent. Datapoints about the customer can be pre-set to where they are locked down and the agent cannot changethem, or pre-set to where they are changeable. If the agent changes the customer data, this will bewritten back to the database.8.16.4 Does the changed data immediately update the Customer database or must it bebatched?Interactive Intelligence Response:Interaction Dialer®uses batch processes to deliver data to the customer databases in bulk. However, ifthere is time sensitive data which needs to be updated on the fly, this can be configured as well, to deliverdata in a timely fashion. Additionally, the Interaction Dialer database is open, and contact information canbe accessed by customer applications as long as the particular contacts are not being accessed byInteraction Dialer.8.16.5 Can the agent take new information from the caller such as a lead or order?Interactive Intelligence Response:Interaction Scripter™ could be used to take new customer information from the caller. Additionally, acustom web page could be used and built into Interaction Scripter if additional lead or order processing isrequired.8.16.6 Can novice agents have a different script from experienced agents?Interactive Intelligence Response:Interaction Scripter™ can apply different scripts to different agents. Additionally, agents can pick a noviceroute or a beginner route depending on their experience level. Another option is an agent candynamically view help information with help buttons if that is required.8.16.7 Can the same script be used for inbound calls?Interactive Intelligence Response:Interaction Scripter™ can be applied to inbound calls as well as outbound calls.8.16.8 Are there any limits to the number of "branches" or options in the script?Interactive Intelligence Response:Interaction Scripter™ allows unlimited ―trees‖ to branch agents based on any customer responses toaccommodate complex scripting requirements.8.17 Real-Time Monitoring and Supervision8.17.1 Does the solution provide both Real Time and Historical Reporting?Interactive Intelligence Response:Real-time reporting is a standard feature withinInteraction Center Platform® (platform).Real-time reports are available without any delays in call processing. Reporting on data in the databasehas no impact at all on processing of real-time interactions. Some of the reporting data is written in thedatabase immediately after the object disconnected from the system while other statistics are aggregatedand written at once for a configurable interval. The standard interval is 30 minutes but can be changeddepending on the customer‘s desire.
    • Hosted Communications Sample RFP – With Response68Graphical ReportingThe Customer Interaction Center® (CIC) real-time monitoring tool, Interaction Supervisor™, is capable ofdisplaying report information in graphic form. Multiple supervisors can simultaneously use InteractionSupervisor.Interaction Monitor™ allows the administrator to visually monitorInteraction Center Platform® (platform)using Supervisor System stats ranges/regex, Subsystem Status changes, and Specific Event Viewermessages.Interaction Monitor will also allow monitoring platform servers Interaction Gateway™s generation 1 &2;Interaction Proxy™, Interaction Media Server™, AudioCodes Mediant™ gateways, other third-partygateways and generic devices through the use of SNMP GETS, SNMP Traps, Pings, SIP Optionsmessages. Using this information,Interaction Monitor™ can alert based on activity happening in real-time.Real Time LoggingInteractive Intelligence products use the Trace Viewer application to view the various logs created by theLogging Subsystem. Trace Viewer can be configured to refresh and filter logs in real time, which can beused to show specified events as they occur.Additionally, configurations can be made through Interaction Designer to generate a System Event log forany event that occurs within the IC platform.Historical ReportsCustomer Interaction Center® (CIC) historical reports can date back as far as the customer hasinformation. If the customer chooses to continue gathering information, they can simply store it and runreports based on that information.Historical data used for reporting is stored in a SQL or Oracle database. Retention and archiving limitsare set by each organization. CIC does not impose a date or size limit on the amount of historical datathat can be saved. In addition, data may be archived.8.17.2 Can the solution provide a single, real time supervisory console for: Call Center Management (Agent & Queue Management Workforce Management Predictive Dialer Systems ManagementInteractive Intelligence Response:Interaction Supervisor™ is Interaction Center Platform‘s® (platform) real-time performance monitoringsystem. It monitors statistics for agents, workgroups, queues, lines, stations, hardware devices, andmuch more. It consolidates information and displays it in variable views and graphs. It summarizes agent,workgroup, system, and server activity in real-time. Business users and Contact Center managers useInteraction Supervisor to view aggregated statistics from multiple workgroups.Interaction Supervisor™ displays on-screen alerts and can send notification messages (such as Emails)when statistics reach predetermined performance levels or depart from normal thresholds.System Status View
    • Hosted Communications Sample RFP – With Response69Interaction Supervisor – System Status viewThe System Status view displays performance statistics that indicate the overall state of a platformserver.Ten statistic categories are available: Interaction Statistics display counts or durations for general object types in platform. Platform Performance statisticsindicate the current performance of a platform server. Platform System Status statistics quantify the number of executing handlers, host and databasetool errors, and available text-to-speech sessions. Telephony Resource statisticsreport the availability of voice and conference resources. Thestatistics in this category indicate the number of voice and conference resources that areavailable. Recording statistics describe activity in Interaction Recorder. Interaction Tracker statistics indicate the overall health of Interaction Tracker. Transaction Server statistics indicate the overall health of Transaction Server—a generictransaction server for recording, logging, etc. Email statistics summarize Email routing activity in platform. Fax statistics describe Faxing operations in the platform system. Speech Recognition statistics summarize speech recognition activity in platform. PMQ statistics summarize activity in persistent message queues.Telephony Status View
    • Hosted Communications Sample RFP – With Response70Interaction Supervisor – Telephony Status viewThis hardware diagnostic view monitors the status of digital telephony hardware. It displays the alarmstates of cards and spans configured for the platform system, and allows the user to drill down into aparticular span to obtain extended information about an alarm condition. This view reports highlytechnical information and is appropriate for persons who understand digital telephony hardware.Tree ControlTelephony Status view uses a tree control to display the diagnostic state of cards and lines in the system.When tree nodes are completely collapsed the control displays the "worst status" of all of the lines. Thefirst level branches are interfaces; second level branches display the status of the individual lines (spans)in the interface. When a card node is expanded, the following icons indicate status:In some situations, "N/A" displays as the value of a statistic to indicate that a statistic is unavailable. Forexample, N/A displays for the D-Channel of E1 or T1 lines, since only ISDN has a D-Channel. Notavailable (N/A) also displays if Telephony Services disables a span due to event flooding.You can right-click in the tree to view details about a node. The user can also add a card-level alert.When setting an alarm alert, use 1 for the lower bound and 999 for the upper bound. This will trigger thealert when the number of alarms for the card or system exceeds one.The platform is also designed for integration with Network Management systems using signaling networkmanagement protocol (SNMP). Microsoft‘s Extendible SNMP agent is the proxy agent for platform,allowing a Network Management System to monitor and interact with components on the platform Server.System handlers can also generate and respond to SNMP commands.All platform Servers have debuggers like Dr. Watson installed by default, allowing technicians to moreeasily diagnose and resolve issues.The platform takes advantage of the Windows 2000 capabilities for monitoring system and applicationevent logs to monitor system stability. OperatingSystem level events and information is collected andviewed from the application and system event logs in the Windows Event Viewer. Information for the Inteland Aculab hardware is also collected.In addition to the real-time tools described, the extensive logging and reporting capabilities of the platformallow for an historical view of system information.
    • Hosted Communications Sample RFP – With Response718.17.3 Can Supervisors create real time alerts based on Call Center Stats?Interactive Intelligence Response:Interaction Supervisor™ provides real-time alerts, reminders, and statuses. Alerts may take the form of avisual indication on the user‘s workstation, sound files being played, scrolling messages to theworkstation, outbound calls to telephone numbers or pagers, email messages being sent, and othercustom notification options. Alerts may signal events triggered by statistical changes and systemprocosses.8.17.4 Can your Solution provide Real Time Adherence in the same supervisory tool?Interactive Intelligence Response:Interaction Supervisor™– is the real-time performance monitoring system for monitoring InteractionCenter Platform® (platform) Contact Center agents, workgroups, and stations.This client-side application displays workgroup and queue statistics and sends notifications whenstatistics reach predetermined performance levels. Contact center supervisors use InteractionSupervisor™ to view graphs and tables that consolidate statistics from multiple workgroups. InteractionSupervisor™ is powerful and summarizes operational statistics. It allows a user to: Monitor singleworkgroups, monitor multiple workgroups, set alerts to inform of events triggered by statistical changes,view real-time statistics in graphs, consolidated tables, monitor system processes such as CPU load andresource availability, activate/deactivate agents in a queue, send out alerts to agent desktops, andrespond to agent requests for assistance.
    • Hosted Communications Sample RFP – With Response72Interaction Supervisor™ InterfaceInteraction Supervisor™ Interface - Statistics8.17.5 Can supervisors and/or agents see a detailed list of agents by workgroup or team andview their present status?Interactive Intelligence Response:A supervisor can view agent status by Workgroup using Interaction Supervisor™, a graphical tool whichmonitors agent status and interactions in queue.8.17.6 Are agent status indicators configurable?Interactive Intelligence Response:Agent status indicators are configurable using Interaction Administrator®. A custom status message canconfigure, as well as a status icon, and the properties of the status message.
    • Hosted Communications Sample RFP – With Response738.17.7 Can a particular user be selected to view and listen to their specific calls?Interactive Intelligence Response:Interaction Client® (Client) provides a real-time view of all queues, stations, users and lines. The detail ofall calls in a particular workgroup queue may be viewed on the PC screen via the Interaction Client.A supervisor may highlight a particular call and click the Listen button on the Client interface. The audioplays on their telephone handset. Supervisors can then coach/whisper to an agent on an audio pathseparate from the one on which the agent and caller are talking.8.17.8 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 anadd-on component or is it available to any licensed workstation?Interactive Intelligence Response:Interaction Supervisor™– is the real-time performance monitoring system for monitoring InteractionCenter Platform® (platform) Contact Center agents, workgroups, and stations.This client-side application displays workgroup and queue statistics and sends notifications whenstatistics reach predetermined performance levels. Contact center supervisors use InteractionSupervisor™ to view graphs and tables that consolidate statistics from multiple workgroups. InteractionSupervisor™ is powerful and summarizes operational statistics. It allows a user to: Monitor singleworkgroups, monitor multiple workgroups, set alerts to inform of events triggered by statistical changes,view real-time statistics in graphs, consolidated tables, monitor system processes such as CPU load andresource availability, activate/deactivate agents in a queue, send out alerts to agent desktops, andrespond to agent requests for assistance.
    • Hosted Communications Sample RFP – With Response74Interaction Supervisor™ Interface
    • Hosted Communications Sample RFP – With Response75Interaction Supervisor™ Interface - Statistics8.17.9 Can supervisors elect to move calls in real time from one queue to another queue ontheir screen?Interactive Intelligence Response:Supervisors with appropriate rights may move interactions between queues or specific agents. They mayalso directly answer the call, if desired.8.17.10 Can statistics for agents multiple workgroups be simultaneously displayed in a real-timegraphical grid?Interactive Intelligence Response:A supervisor can view agent status by Workgroup using Interaction Supervisor™, a graphical tool whichmonitors agent status and interactions in queue. A supervisor can customize their view to containmultiple workgroups visible at any given time.
    • Hosted Communications Sample RFP – With Response768.18 Call Recording8.18.1 Does the system allow agents to record calls to confirm transactions in case there aredifficulties with an order at a later timeframe?Interactive Intelligence Response:The Customer Interaction Center® (CIC) can record calls by pre-defined rule using Interaction Recorder®or on-demand by the agent or supervisor.Users can record at any time during the call by pressing the Record button on their Interaction Client®.The ad-hoc recording would be delivered to the agent‘s email box in a standard .wav format as anattachment.
    • Hosted Communications Sample RFP – With Response778.18.2 Can those call recordings be stored in a database on a server and searched by agentor callers account number?Interactive Intelligence Response:Interaction Recorder® provides for search and retrieval of recordings. The Interaction Recorder Clientprovides the primary interface to access and manage recordings. Interaction Recorder Client recordingsof customer-agent interactions are searchable by date, time, calling-party telephone number andcustomer service record (CSR) or any combination.Interaction Recorder Client features include: Plays recordings over PC speakers or a telephone handset Enables authorized supervisors to score recordings Shows recording details Browses recordings by category Builds and saves queries to search for recordings based on any attributes saved for aninteraction Sends e-mail recordings to other IC users or any other addresses accessible through the mailserver connected to the IC server Exports recordings to a local directory on another workstation
    • Hosted Communications Sample RFP – With Response78 Moves recordings to another category or migrates stored recordings to another file serverIn addition, you can browse a category of interaction recordings. Simply select a category name in theleft pane and all of the recordings in that category are listed in the top right pane. In this view, you cansort the columns by clicking on the column title. Select a particular recording and the attributes for thatrecording, along with the media player, appear in the bottom pane.You can also right-click on a recording, and from the context menu you can: choose to send the recordingto someone else via e-mail, score the recording, delete the recording, or save the recording to a local file.8.18.3 Can the system be configured to record calls automatically without agent or supervisorintervention? What are the options for recording calls?Interactive Intelligence Response:The Customer Interaction Center may be configured to record calls based on rules and/or specific criterawithout the intervention of agents or supervisors.8.18.4 Can a recording be e-mailed to a supervisor or agentInteractive Intelligence Response:Interaction Recorder® is an all-software solution built into the Interactive Intelligence Customer InteractionCenter® (CIC) solution for multichannel recording, quality assessment control, compliance safeguardsand archiving management. Functionality in Interaction Recorder covers every aspect of recording andfile management, centralized in one intuitive interface for managers and authorized end-users alike. Rules-based recording by entity, workgroup, role, or individual Screen recording for synchronized playback of the screen and audio recording Multimedia recording for calls, web chats, e-mails and faxes Categorization to archive and quickly retrieve recording files in large volumes
    • Hosted Communications Sample RFP – With Response79 Integrated scoring for quality measurement, script adherence, compliance, verifications andcustomer satisfaction, by individual agents as well as teams Records agents and business users alike Security via the encryption of call recording files, audio and information about each callFeatures of Interaction Recorder include: Complete quality assurance Multimedia voice and screen recording Agent scoring for all media types Rules-based Simple configuration Integrated scoring Questionnaire format Standard query templates Agent scoring for all media types Recording management Interaction Recorder Client™ for archiving and playback Query Builder for rapid retrieval of recordings, scoring questionnaires Ability to set rules for automatic screen capture using IR Selector and IR server‘s rules evaluation Screen recording capturing the entire desktop on the target machine, including cursor movements Screen capture files managed by IR Server including processing, security, categorization andarchiving Search and retrieve screen capture recordings based on screen capture specific criteria Scoring interaction recordings and if applicable, screen captures using IR Questionnaires Integrated reporting on the screen capture recordings made. Screen capture metadata stored in the IR database to enable quick retrieval Links from screen captures to its associated interaction recording and vice versa Call recordings, playback of screen capture files synchronized with audio recording in IR8.19 Reporting8.19.1 Does your system have an open reporting architecture? Please describe.Interactive Intelligence Response:Customer Interaction Center® (CIC) includes reports as a standard offering.CIC reporting architecture is completely open and highly configurable. The product sends statisticalinformation into open database logs. New report logs may be created based on custom needs within acall center and registered as a report log along with the standard logs provided by the CIC.CIC standard report logs may also be extended (fields added, etc.) or changed. Crystal Reports writereport templates provided by the CIC. Customers may create new reports based on new report logs orsimply modify the standard reports.
    • Hosted Communications Sample RFP – With Response80Standard reports are provided for call information such as call detail and summary, trunk line informationsuch as usage and call detail, user information such as user call reports and user activity (status) reports,queue reports such as shift activity, service level reporting, and queue analysis. Graphical reports, detailreports, and summary reports are available as standard offerings.Customized ReportsInteraction Report Assistant® simplifies the process of creating basic custom reports on the fly to answerimmediate questions and formatting reports according to customer preference. This application extendsreporting capabilities to users who previously had to engage a Report Analyst to gather criticalinformation about their contact center or business user activity.The wizard-driven interface in Interaction Report Assistant® features user-friendly names rather thanintimidating database column names and guides users through the process of creating simple reports.Guided packages ensure data can all be related and database functions, such as joining tables orcreating views, are transparent to the user. List and Pivot Table Reports may be created and exported toa .PDF format or Excel pivot table in which users can manipulate data. Customers can use a free viewerapplication to save and view reports.The Report Assistant wizard-driven report creation process8.19.2 Is the report log information stored in an open database format?Interactive Intelligence Response:
    • Hosted Communications Sample RFP – With Response81Call detail record data (CDR) are written using a common server time for the record values. The user canset additional searchable parameters on these call records to designate differing time zones per call tofacilitate troubleshooting.All metric CDR is stored to a customer-owned SQL or Oracle database. Any call accounting package thatcan utilize ODBC for the source information may work with the database. The CDR log contains thefollowing items: CallId CallType CallDirection LineId StationId LocalUserId LocalNumber LocalName RemoteNumber RemoteNumberCountry RemoteNumberLoComp1 RemoteNumberLoComp2 RemoteNumberFmt RemoteNumberCallId RemoteName InitiatedDate InitiatedDateTimeGmt ConnectedDate ConnectedDateTimeGmt TerminatedDate TerminatedDateTimeGmt CallDurationSeconds HoldDurationSeconds LineDurationSeconds LocalUserID_IDX I3TimeStampGMT_IDX8.19.3 Are up-to-the minute reports available for queues, stations, agents, and lines withoutcausing problems with the real-time processing of calls?Interactive Intelligence Response:Real-time reports are available without any delays in call processing.Reporting on data in the database has no impact at all on processing of real-time interactions. Some ofthe reporting data is written in the database immediately after the object disconnected from the systemwhile other statistics are aggregated and written at once for a configurable interval. The standard intervalis 30 minutes but can be changed depending on the customer‘s desire.8.19.4 Can reports be run to any agent or supervisors workstation?Interactive Intelligence Response:Reports can run by any agent or supervisor with the appropriate privileges.8.19.5 Can reports be run to any network printer?Interactive Intelligence Response:Reports can be printed to any network printer.8.19.6 Can reports be faxed to remote managers?Interactive Intelligence Response:Reports can be faxed to remote managers.8.19.7 Can reports be scheduled?
    • Hosted Communications Sample RFP – With Response82Interactive Intelligence Response:Standard reports can be scheduled using the report scheduler package developed by InteractiveIntelligence Professional Services Organization (PSO). Scheduled Reports package allows the entireprocess of executing and distributing reports to be automated.Scheduled Reports provides a one-time configuration for standardized reports, reports scheduled for afterhours, security by design, xIC login credentials, ability to schedule only reports based on users accessrights, report configuration unique per site, and multiple outputs – email, file share, printer.Schedule Reports support all Crystal report export types – PDFs, Excel, etc., recover from any CICoutage, provide custom report showing success/failures for scheduled reports, and ability to schedule anyreport maintained under the Report Templates in Interaction Administrator.8.19.8 Can reports be put in .HTML format and made available on an Intranet?Interactive Intelligence Response:Reports may be exported into HTML format posted to web pages in an automated process using theoptional report scheduler package.Customer Interaction Center® supports customization of real-time reports and exporting them to wallboard, LCD or plasma devices.8.20 Trunk Connectivity8.20.1 Can agents log onto the system from any location via the Internet without additionalhardware at the corporate site?Interactive Intelligence Response:Interaction Center Platform® (platform) is a virtual PBX, and provides hot desk users with the samefunctionality as when in the office. A user will have the ability to go to a hot desk telephone, log into theplatform system and be provided the same telephony functionality as when they log in their standardoffice. The user‘s assigned telephone number will follow the user to any destination telephone number.User Assigned Extension follows User Workstation Login.8.20.2 Can remote agents receive a screen pop?Interactive Intelligence Response:Once remote users log into theInteraction Client®, they have the same rights and group memberships asthey would if they had logged in at the office. Users have all of the same functionality on their InteractionClient as on premise employees.8.20.3 Can remote agents view real-time status of queues and workgroups?Interactive Intelligence Response:A remote worker has the same functionality including real time status of queues and workgroups.8.20.4 Can the system support remote supervisors?Interactive Intelligence Response:Local and remote user activity within the Interaction Center Platform® (platform) can be monitoredremotely using the Interaction Client® or Interaction Supervisor™ applications. Additionally, remotemonitoring capabilities are available by dialing into the system and using the telephone user interface(TUI).8.21 Work Force Management
    • Hosted Communications Sample RFP – With Response838.21.1 Do you offer agent schedudling software?Interactive Intelligence Response:The specific benefits realized through the use of Interaction Optimizer™ can vary depending on theindividual contact center (i.e. size, goals, etc.) but in general, the system is used to ensure the delivery ofService Level or ASA goals with the least amount of people possible so the key benefit is tied to the ―domore with less‖ theme. This is usually achieved through decreased staffing expenses (salary, benefits,overtime, etc.) associated with a set Service Level or ASA goal. In the contact center, the agents makeup the vast majority of the operating budget, up to 80% in most cases. Typically, contact centers basetheir workforce management benefits on one of three scenarios below. Increasing Service Level and/or Service Level consistency without adding staff Decreasing staff while delivering the same Service Level or consistency Increasing Service Levels and/or consistency while also decreasing the number of peoplerequiredOne of the additional benefits is the tight integration to the Customer Interaction Center® (CIC). Unlikeother solutions, Interaction Optimizer™ is actually part of CIC and is completely integrated with the CICACD. This tight integration has two key benefits. First, it allows customers to realize the benefit muchsooner than with other solutions. For example, you don‘t need to order or install a new server sinceInteraction Optimizer™ is already included as part of the Customer Interaction Center® platform. Also,the amount of data-entry and set-up required is significantly lower than other solutions. The integrationalso enables users to spend less time administering agent data over time. Accurate agent data (skills,workgroups, etc.) is not only required for the initial launch of a WFM application but you also have tomaintain that data over time and in multiple systems with other solutions. One example of this is adding anew skill. When an agent goes to training and learns a new skill, the user has to add it to their profile inthe ACD and the WFM system with other WFM solutions. With Interaction Optimizer™, that data isautomatically updated once the ACD change is made so it eliminates the additional administrative timerequired by other solutions.8.21.2 Can supervisors optimize start times and run preview schedules prior to publishing?Interactive Intelligence Response:Interaction Optimizer™ does present the user with the most optimal shifts for start time and length tomatch the requirements. They can also do multiple what-if schedules to make changes to the variousschedule runs to evaluate the impact of those before making one set the final published set of schedules.8.21.3 Does the system allocate for overtime?Interactive Intelligence Response:Interaction Optimizer™ supports the allocation of overtime during the schedule generation process basedon the maximum desired and absolute maximum weekly hours. Overtime can also be applied toschedules manually after they have been published.8.21.4 Does the system support rotational schedulesInteractive Intelligence Response:Interaction Optimizer™ provides full supportfor Shift Rotations as part of the Scheduling Unitconfiguration options.8.21.5 Can agents be scheduled as a group?Interactive Intelligence Response:
    • Hosted Communications Sample RFP – With Response84Interaction Optimizer™ allows agents to be scheduled as part of a group called a Scheduling Unit.Agents within the same Scheduling Unit can have multiple workgroup memberships. Agents can befurther segmented into Agent Groups through the use of Agent Preferences.8.21.6 Does the system support cross-midnight schedulingInteractive Intelligence Response:Interaction Optimizer™supports cross-midnight scheduling.8.21.7 Does the system have the ability to forecastInteractive Intelligence Response:Interaction Optimizer™ is the Interactive Intelligence Workforce Management application that assistscontact center managers with interaction forecasting, scheduling, and real time adherence. InteractionOptimizer™ provides Volume and Headcount forecasting as the basis for schedule generation.The volume forecasting component utilizes historical ACD data including media type, workgroup data andskill set to predict the number and type of interactions expected. Scheduling administrators can also editthe volume forecast as necessary to address any volume impacts that may not be present in the historicaldata.The headcount forecasting component utilizes the volume forecast along with default goals for servicelevel or ASA and an unplanned shrinkage factor to calculate the total staffing required. There are twoprimary methods of headcount forecasting supported in Interaction Optimizer™; Erlang C and ACDSimulation. We also support the ability to import either a volume or headcount forecast ifnecessary.Scheduling administrators can also edit the headcount forecast as necessary to address anyheadcount impacts that may not be present in the historical data.The schedule generation component utilizes the headcount forecast for the specific scheduling unit alongwith the scheduling rules (i.e. shift definitions, agent constraints, etc.) to design optimal schedules to meetthe needs of the business. Multiple schedules can be used to accommodate many what-if scenarios untilthe ideal optimal schedule is complete. Scheduling administrators can also edit the completed scheduleprior to publishing to accommodate any necessary changes for meetings, training, etc. that were notincluded in the initial schedule generation. Once complete, schedules are then published for each givenweek and notifications are sent to the agents via the .NET Client.The Real Time Adherence module of Interaction Optimizer™ compares the published schedule with thereal time performance of the agents and presents adherence results in real time through InteractionSupervisor™. Supervisors and scheduling administrators can also establish alerts including color-codedvisual indicators, playing sounds and sending emails when certain thresholds are not met in accordancewith business rules.Historical reporting is provided in order to cover virtually any aspect of system activity through InteractionSupervisor™. All statistical metric data is stored to a customer-owned Microsoft SQL or Oracle database.Report templates have been created using Crystal Reports and customization of report templates can bedone using that same application. Reports may also be scheduled to run as needed and published toweb pages, sent to printers, etc. using the optional Scheduled Reports Package interface.8.21.8 How can supervisors modify forecast?Interactive Intelligence Response:Interaction Optimizer™ administrators or supervisors may modify both volume and headcount forecastsfor call volume, average talk and after-call work time, shrinkage and the number of agents requiredthrough the company‘s user interface shown below.
    • Hosted Communications Sample RFP – With Response858.21.9 How does the system determine peak staffing requriments. What if there is nohistorical data?Interactive Intelligence Response:Using Interaction Optimizer™, peak or normal staffing requirements can be determined for a specificweek, day or interval.Where no historical data exists, Interaction Optimizer™ allows users to import either a volume orheadcount forecast to be used as the basis for forecasting until historical data exists.8.21.10 What is the administrative Interface for you scheduling systemInteractive Intelligence Response:Interaction OptimizerTMis administered within the Interaction Administrator® and IC Business Managerinterfaces.The initial configuration, forecast generation and schedule generation are handled in InteractionAdministrator.
    • Hosted Communications Sample RFP – With Response86IC Business Manager is used for schedule administration including Agent Preferences and for IntradayMonitoring with Reforecasting.8.22 Security
    • Hosted Communications Sample RFP – With Response878.22.1 What security is in place which ensures secure connectivity for all voice and datapassed by the hosted solution to any and all endpoints?Interactive Intelligence Response:Interaction Center Platform® (platform) uses TLS/SRTP and HTTPS, as well as AES 256 bit encryptionfor communications between subsystems to ensure all voice and data is kept secure.8.22.2 Describe the security related to the user interface?Interactive Intelligence Response:Interaction Center Platform® (platform) acts as a business application server on the network, thereforemost platform deployments are compatible with all security policies and procedures that are already inplace. In addition, the platform application provides a wide range of security enhancements specificallygeared to voice-over internet protocol (VoIP).Our all-software approach uses a session initiation protocol (SIP) engine. The application of standardsmeans that security mechanisms deploy between the company‘s application server, the gateway, andtelephone devices. These mechanisms can include virtual private network (VPN), virtual local areanetworks (VLAN), access lists, authentication, transparent LAN service (TLS) and secure real timetransport protocol (SRTP).The platform design increases security by allowing individually assigned access rights to features andfunctions of the system: Administrators can assign platform license keys by user or station. Users without a license,classified as ―business‖ or PBX users by the system, will not have access to the call centerfeatures. Advanced features such as the ability to record calls, the ability to listen to a call center agent, orthe ability to make more than X number of calls at a time can be assigned by workgroup, role(class of service) or by individual. User access rights may be set globally for all users. The administrator can disable several areasof the product in the case that toll fraud is a concern. Administrators may block all calls to a specific number such as 900 numbers for all users or theymay block specific options for specific users. An example would be the ―available, forward‖option where users can forward their extension to their cell phones or home office phones whenthey are not at their desk working. Administrators can disable long distance or international numbers at the individual user level oracross the board. Interactive Intelligence provides an exhaustive listing of the areas of the product that provideremote number access and instructions to administrators on how to secure these features againsttoll fraud.8.22.3 Describe the security integration with multiple firewalls.Interactive Intelligence Response:Interactive Intelligence works with a wide range of customers who use multiple security protocols,including firewalls and Network Address Translation (NAT). In field deployments, Interactive Intelligencehas identified four ways to address this problem.1. Tunneling - Tunnel through the firewall and NATs by using virtual private network (VPN) totunnel. This is the solution recommended by Interactive Intelligence. Opening port 5060 (thedefault port used for SIP) on corporate firewalls is not recommended since that port willdoubtless become a target for hackers as SIP becomes ubiquitous.
    • Hosted Communications Sample RFP – With Response882. Bypass - Bypass the firewall and NATs by moving the equipment outside the firewall.3. SIP-enabled firewalls - Upgrade firewalls to understand SIP or to be able to be controlled by aSIP proxy. For example, the Cisco Pix 6.1(4) version is SIP-enabled.4. Transversal - Buy equipment that solves the problem. This is typically a client box on each LANand a server box somewhere on your network.8.22.4 What type of password authentication do you support?Interactive Intelligence Response:Interaction Center Platform® (platform) allows for several choices with respect to authenticationtechnologies deployed. These could range from platform-inherent password authentication all the waythrough secure authentication tightly integrated to Microsoft Active Directory.To discuss authentication technologies for an IP telephony system it is important to categorize thecomponents for authentication. These would mainly fall under two categories namely Users and Devices.Authentication technologies utilized by both categories are as follows: DomainNTLM Active Directory Credentials (DC) Microsoft Security Support Provider Interface (SSPI) Microsoft Security Identifier (SID) SIP Based Messaging authentication: SIP REGISTER SIP INVITE SIP MODIFY SIP TERMINATE DLL – custom method authentication The platform User Name and Password authenticationThe platform utilizes the above mentioned authentication technologies and provides comprehensiveprotection by providing for the following industry accepted security practices: Administrators may obfuscate passwords by setting a parameter and ** characters will bedisplayed instead of the actual password System administrators may now set the following attributes for passwords Password history Maximum password age Maximum password length Age warning period Minimum password age Minimum password length Minimum number of unique DTMF digits Allow sequential digits or not Uniqueness constraint
    • Hosted Communications Sample RFP – With Response89 Maximum number of failed logins8.22.5 Can your solution protect against UDP Flooding?Interactive Intelligence Response:While securing the Windows Operating System against port flooding on Interaction Center Platform®(platform) server, careful attention should be paid to the underlying transmission control protocol (TCP)and user datagram protocol (UDP) connections that are typically available to Interaction Clients®andother necessary infrastructure components (i.e., Microsoft Exchange, Microsoft SQL Server).Interactive Intelligence also offers defense UDP Flooding for session initiation protocol (SIP) systems.There is a configurable access control list where the administrator can grant or deny access by specificInternet protocol (IP) addresses or a range of IP addresses when making a SIP connection.Historically Windows operating systems have been the target of NetBIOS attacks (i.e. TCP/UDP137,138,139. Therefore, it is wise to understand these mechanisms and methods by which the TCP/UDPports can close to attacks.To Close Down NetBIOS TCP/UDP Ports5. For the network interface cards (NIC) installed in the server, disable NetBIOS over TCP/IP.6. Using the Services Administrative Tool, stop and disable the TCP/IP NetBIOS Helper‘ service.7. Restart the server or system and run a TCP/IP port scan using commonly available tools. Theresults of this test should indicate that the server is not ‗listening‘ on the NetBIOS port mentionedabove.Because Windows File Sharing natively utilizes NetBIOS for finding and mapping network basedresources, careful consideration regarding this procedure should be evaluated and tested prior toimplementation. This is especially true because the platform Server does provide network basedresources (e.g., Common, Platform_Docs, Platform_Reports, Platform_Admin, and Platform_Client).Additionally, name resolution and mapping of platform server based network resources must beresolvable through The Domain Naming System (DNS) resolution which may place integral dependencieson: Dynamic DNS registration Proper DNS operation Proper configuration of DHCP services Deployment of Microsoft Active Directory in native mode8.22.6 Can your solution provide secure connections to our customers and business partners?Interactive Intelligence Response:Interaction Center Platform® (platform) uses TLS/SRTP and HTTPS, as well as AES 256 bit encryptionfor communications between subsystems to ensure all voice and data is kept secure as it passes acrossthe MPLS network. Connections to remote agents across the internet can be secured using a VPNconnection.8.22.7 Describe the security of your data centerInteractive Intelligence Response:Interactive Intelligences datacenter partnership for the Interactive IntelligenceCaaS Contact Centeroffering is a well-established secure hub. Power, backup, environmental controls and technical supportand all elements of engineered redundancy are provided at a Tier 4 data center, north of Indianapolis.Power management
    • Hosted Communications Sample RFP – With Response90Each data center is powered by one or multiple utility service feeds, often supported from independentsubstations. Utility services (incoming power) supporting data centers configure with Automatic TransferSwitching capability (ATS); enabling a fully automated and controlled transfer of critical load to the stand-by diesel power generators. During a transition from utility to Generator, the critical load is continuouslymaintained and protected by the UPS (batteries / static or rotary equipment where applicable). Electricalloads served by the incoming utility service, generator sources, and ―down stream‖ UPS distributionequipment include: mission-critical data center and customer equipment, fire and life safety systems,HVAC, and general-purpose operations. Emergency generator operations at data centers are essentiallyunlimited. Although data centers maintain onsite fuel, short-notice refueling contracts for the dieselgenerators are maintained at each data center location.UPSRedundant Power Management System (RPMS) - The data center‘s Redundant Power ManagementSystem (RPMS) provides all customers, as well as data center mission critical systems, with continuousclean / conditioned and protected power. The RPMS consists of multiple UPS systems designed tomaintain fault tolerant operations. In the event the data center should experience an interruption of aprimary source (UPS), redundant resources are designed to support the critical load. UPS batteriescontinuously charge either by utility power or by redundant on-site backup generators. Batteries are alsomonitored at each data center to facilitate UPS reliability.Mission-critical electrical loads are directly supported by Power Management Equipment (PMMs / PDUs)designed to maintain fault tolerant service. Data center PMMs / PDUs are equipped with automatictransfer switching capability and manually operated full-maintenance bypass circuits; enabling supportfrom multiple independent UPS power sources. Data center power distribution equipment deploysconditioned and protected single and three-phase power in 120 volt or 208 volt alternating currentconfigurations.Power Management ModuleDual-fed Power Management Modules: Where applicable, each ASTS(Automatic Static Transfer Switch) isfed by two independent UPS sources Static transfer switch enablesunattended fail-over to a secondarypower source Monitored by building automationsystem Fully conditioned power to eliminatefluctuations. Surge suppression,voltage regulation, and redundancylead to clean, continuous power.HVACMetering Cabinet PD U (Power D istribution U nit) Static T ransfer SwitchGenerators 1 and 2Generators 3 and 4Primary UPSSecondary UPSPDUPMM Customer cagesUtility powerUtility power
    • Hosted Communications Sample RFP – With Response91Each data center is built on raised floors and has high-volume, zoned temperature control systems. Eachhas multiple air conditioning units to facilitate proper heat dissipation.The data center maintains N+1 HVAC units at its data centers. The cooling load is designed so that anyunit of cooling capacity could be lost without causing significant degradation of the data centerenvironment. The HVAC units are powered by both normal and emergency electrical systems. Theseunits are monitored through the building automation system; the failure of any unit triggers an alarm.The temperature within each data center is maintained at a target 72° F, plus or minus five degrees. Inthe event of the failure of any HVAC unit, an alarm is sounded.Fire suppressionThe fire suppression system at each data center is builtaround the VESDA early detection system - a state-of-the-art "sniffer" system that detects smoke from theearliest stages of combustion. This detection system isaugmented by heat detection and dry-pipe sprinklersystems.The VESDA system divides the data center intomultiple fire detection zones. If smoke is detected in asingle zone, data center staff is alerted to inspect thatzone. If heat is detected the dry-pipe sprinkler systemwill charge the zone in alarm with water.If a fire should continue to develop, the heat from thefire will activate only the nearest sprinkler heads.Seismic engineeringData centers provide equipment racks that anchor to the concrete slab below the raised floor. Datacenter also provides earthquake bracing for these racks, to minimize movement during seismic activity.All other data centers in non-earthquake prone areas still have racks anchored to the concrete slab belowthe raised floor.The data centers facilities are worldwide; and some of these facilities are located in earthquake-proneareas. In those susceptible areas, the facilities have done extensive engineering to minimize damage tothe facilities and its customers systems. Among other things, the data center provides earthquakebracing on all equipment racks in earthquake-prone areas. In certain locations, the data center also usesseismic isolation equipment to cushion the effects of tremorsfurther.Physical securitySecurity and integrity of each data center is achieved and maintained by robust facility construction,comprehensive access controls, video surveillance monitoring, 24-hour personnel and comprehensivepolicies and procedures.Data center construction: Critical exterior perimeter walls, doors and windows are constructed of materialsthat afford UL Standard #752, Level V Ballistic Protection.Access control:data center uses an automated Access Control System (ACS), which supports anetworked card reader and alarm system. The ACS uses proximity card readers to control access intoperimeter doors, shipping / receiving areas, storerooms and other critical areas. Biometric hand scannersare installed to control access into the most critical areas (Network Control Center, telecommunicationsnode room and customer Vaults). Additional access control measures include: All data centers are designated with signage as Controlled Access AreasCeiling heatdetectorHVAC smokedetectorVESDA sniffer(subfloor)VESDA sniffer(ceiling)VESDA sniffer(above ceiling)VESDAsampling unit
    • Hosted Communications Sample RFP – With Response92 Mission-critical areas within each data center are designated as Restricted Access into each data center and Restricted Areas is controlled by biometric hand scanners, andis limited to authorized data center personnel data center card access badges or contractor / visitor badges are required to gain entry All employees, customers, vendors, contractors and visitors must be sponsored by an data centerpre-approved sponsor, in order to gain accessSecurity Entrance System:An automated security entrance system is utilized to control data centeraccess. The system includes the following key features: The weight system is designed to physically limit accessto one person at a time - no tailgating Anti-pass back prohibits the handing off of an accessbadge to someone waiting to enter Monitored / recorded by CCTV 24/7 by Security ControlRoom Integrated metal and explosive detection Two-way audio intercom to the Security Control Room UL-rated ballistic protection Intrusion / tampering alarm monitoring by SecurityControl Room Integrated card access and biometric access controlsystems limit access to persons that are verified by handgeometry Dedicated UPS and standby emergency power (generator) Level V ballistic protection ADA compliantAccess logging:All data centers have a computer-based enterprise-wide access control system, used totrack all visitors who have a data center badge. This system logs the identity of the individual and his/hertime of entry; it does not log who goes out, as current fire code prohibits ―locking‖ individuals in datacenters.Closed circuit television system: Data centerSecurity employs an extensive closed circuit televisionsystem to monitor the exterior and interior of each data center. Exterior cameras provide views of criticalsupport equipment and perimeter doors. Interior cameras are positioned to monitor all data center aisles,requests for entry (and actual entry) into the data center, shipping / receiving areas, high-security vaultsand the data center lobby. All cameras record on digital video recorders, 24/7.8.22.8 How is customer data protected in the data center?Interactive Intelligence Response:Access control: data center uses an automated Access Control System (ACS), which supports anetworked card reader and alarm system. The ACS uses proximity card readers to control access intoperimeter doors, shipping / receiving areas, storerooms and other critical areas. Biometric hand scannersare installed to control access into the most critical areas (Network Control Center, telecommunicationsnode room and customer Vaults). Additional access control measures include:
    • Hosted Communications Sample RFP – With Response93 All data centers are designated with signage as Controlled Access Areas Mission-critical areas within each data center are designated as Restricted Access into each data center and Restricted Areas is controlled by biometric hand scanners, andis limited to authorized data center personnel data center card access badges or contractor / visitor badges are required to gain entry All employees, customers, vendors, contractors and visitors must be sponsored by an data centerpre-approved sponsor, in order to gain access8.22.9 Do customers share the same data servers? How do you ensure that customer data isnot available to other customers and/or internal employees?Interactive Intelligence Response:Data servers will either be exisiting customer data shares, and thus separate, or hosted separately fromthe CaaS environment by the Datacenter of the customer choice, which would ensure customer data wasnot available to other customers or internal employees.8.22.10 Is the SaaS offering SAS70 compliant?Interactive Intelligence Response:The SAS 70 is a service provider report. Because Interactive Intelligence develops and licenses softwareand is not a service provider, this report is not applicable to Interactive Intelligence.The n|Frame in Indianapolis, which is SAS 70 compliant, houses the Company‘s hosted service solution.One of the only SAS 70 compliant data centers in Indiana, n|Frame has achieved its Statement onAuditing Standards (SAS) 70 Type II compliance, making it one of the only data centers the state tocomplete the exhaustive, six-month evaluation. The public accounting and consulting firm Crowe Chizekand Company LLC conducted the independent audit. The firm evaluated and tested n|Frames internaloperational controls and processes.Specifically, the audit focused on n|Frames physical security, environmental controls, network andoperational controls and employee training. SAS 70 Type II is an auditing standard used by serviceorganizations to disclose their internal controls and security practices to their clients and assist thoseclients as they evaluate their vendors compliance to Section 404 of the Sarbanes-Oxley Act (SOX).Several multi-national companies house their sensitive financial data, which is subject to SOX review, inn|Frames commercial data center. By completing the SAS 70 audit, n|Frame can offer third-partyverification of its significant control practices and operational procedures, allowing its clients to meet thestringent qualifications for SOX compliance better.Conducting a comprehensive SAS 70 audit requires substantial financial and time investments, butn|Frame considered the review a mandatory aspect of its continuing commitment to processimprovement.
    • Hosted Communications Sample RFP – With Response94
    • Hosted Communications Sample RFP – With Response959.0 Disaster Recovery and Business Continuity9.1.1 Can your system provide seamless failover across the Wide Area Network?Interactive Intelligence Response:When the switchover process happens, the backup server begins managing interactions within 20-30seconds. Calls in process between gateways/phones or phone/phone are not interrupted. In the case ofa WAN failure, calls in process within a location will be maintained. New calls in or out would use thelocal proxy or gateway specific routing capabilities until the server is available again. Once connectivityhas resumed, the switchover pair will reconnect and resume a primary-backup status.9.1.2 Can your solution provide multi-region failover?Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center solution supports multiple data centers, where CICservers can be placed. If required by the customer geo-redundant servers could be implemented, whichwould provide multi-region failover.2.1.1 How do you keep geographically diverse servers synchronized?Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center solution offers three redundancies of power in case ofcatastrophic failure.The nFrame Data Centers utilize separate cooling zones in computer rooms that are constantly monitoredto maintain server temperatures at 72 degrees Fahrenheit and 45 percent relative humidity. Each DataCenter provides a 2N configuration for uninterruptible power supply (UPS) systems, with 30 minutes ofbackup batteries that allow the computer systems to function until the generators start (5–10 seconds) if autility power disruption should occur.The Interactive Intelligence CaaS Contact Center solution is provided in a full fail-over configuration thatprotects against software or hardware outages and will use a switchover configuration, which utilizes amirrored primary and hot-standby server design.Additionally, Interactive Intelligence has access to multiple carriers, which allows staff to re-route calltraffic quickly from one carrier to another in the event of a fiber cut or other carrier outage.9.1.3 How does your system easily redirect calls from the office environment to the disastersite or to individual‘s homes?Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center solution can easily redirect calls from the officeenvironment to a disaster site, or to an individual‘s home, assuming trunking has been provisioned toaccount for these calls. Agents can log in using a remote phone number at a DR site, or using their cellor land line at home.9.1.4 Can your solution monitor and record remotely?Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center solution monitors and records using Media Servers,which can be placed on premise or remotely in the CaaS data center, depending on the customerrequirements. In both cases, monitoring and recording can be provided seamlessly to the customer,without any additional hardware.9.1.5 Does your solution have web-based contact center features?
    • Hosted Communications Sample RFP – With Response96Interactive Intelligence Response:For users who simply want to connect with a browser-based application, or who are using Macintosh orLinux machines, the Interaction Client® Web Editionallows users to perform all the standard call controloperations in an intuitive interface.Interaction Client® Web Edition runs entirely in a browser window.It provides basic functionality (callcontrol, directory access, and user status) to handle phone calls and perform standard tasks such astransferring, conferencing, and using Presence Management. This means a user will be able to log inwith a remote number, or log in and use the Available, Forward feature to forward calls to their remotenumber.9.1.6 Can your solution be administered remotely?Interactive Intelligence Response:Customer Interaction Center® (CIC) system administrators can centrally manage other CIC Servers in aremote situation using Interaction Administrator®, which allows them to configure phone lines, add newusers, change extensions, define security, set up interaction queues, and perform other commonmaintenance tasks such as moves, adds and changes.The only connectivity required is a TCP/IP connection to the server to be administered. Using InteractionAdministrator, supervisors can manage any number of servers over the Internet or an internal TCP/IP-based network.9.1.7 Does your solution have analog failover?Interactive Intelligence Response:
    • Hosted Communications Sample RFP – With Response97Any TDM line coming into the system will use similar voice gateways, all of which support multipleproxies, which would automatically fail over to the backup server in case the primary server failed.
    • Hosted Communications Sample RFP – With Response98
    • Hosted Communications Sample RFP – With Response9910.0 Computer Telephony Integration10.1.1 Where possible, the call centers would like to save key strokes through CTI pop ups.What software applications have an out of the box integration to the CaaS system? Microsoft Lync 2010 Microsoft Dynamics GP Microsoft Dynamics CRM Lotus Sametime RightNow CRM SalesForce.com Astute Solutions CRM Onyx Remedy Heat Siebel SAP ICI &SAPphone IEX Total view WFM GMT WFM Blue Pumpkin WFM Aspect eWFMInteractive Intelligence Response:Computer telephone integration (CTI) is inherent in Interaction Center Platform® (platform). One of thevalue-adding strengths of the platform is its interoperability. A value-adding advantage of the platformarchitecture is its intrinsically upgradeable design that easily manages new communication channels andaffords customers a significant long-term return on investment (ROI).Throughout the platform suite, Interactive Intelligence uses industry standards for applicationdevelopment, interface, and integration to provide computer telephone integration (CTI) easily. The opencommunications platform supports CTI and provides flexibility in the customer‘s specific communicationsenvironment.IceLib [(Ice Līb´) Interaction Center Extension Library] is the premier development tool for desktopapplication development. This uniquely modern API is for developers who use modern .Net languages,such as C++, C# Visual Basic and other popular languages to provide CTI functionality easily, like screenpops. Many third party products, such as customer relationship management (CRM) applications, canalso access IceLib components and thus gain access to the power of the platform.IceLib provides a clean architecture that applications and thin client plug-ins can use to manage sessionswith IC. IceLib provides all platform functionality and tightly integrates communication and interactionmanagement with products from a wide range of vendors including Oracle, SAP, Siebel, Onyx, and manyothers. The platform applications can use IceLib objects to perform transfer calls, display incoming callinformation, process text chats, show all calls currently on a particular queue, screen pops, and muchmore.Screen pop is a common use in which a particular application (e.g., agent screen) is automatically―popped‖ and pre-filled with customer information when an agent receives a routed incoming call. Thepopped application can access call attributes to display the customer‘s name, ID, phone number, andother information while also providing a rich set of methods that allow applications to record, transfer,conference, disconnect, and otherwise manipulate telephone calls, text chats, and other interactions.IceLib components can be placed on a server and accessed over a TCP/IP connection by so-called thinclient applications, as well. In addition to the previously mentioned languages, C++, Visual Basic, C
    • Hosted Communications Sample RFP – With Response100Right Now IntegrationInteractive Intelligence offers integration to RightNow, an integrated software solution for improvedcustomer interaction management.Interactive Intelligence software prerequisites for the RightNow agent interface are as follows: Customer Interaction Center® (CIC) 3.0 Interaction Client® is required, and can run side-by-side with the RightNow clientAgent support of the RightNow interface includes: Supports standard CIC login types Support remote agents/users as well as those in-house: Workstation Remote workstation Remote number SIP soft phone No additional voice boards or equipment required to handle calls, emails and chatsFeatures include: A powerful media bar utilizing little screen real estate Full context sensitive click to dial functionality Multimedia support including Calls, Email, Web Chats, Callbacks, and Generic Objects Multimedia reporting and Historical reporting support Fully embedded Interaction Client® Fully configurable screen pop scripting Embedded configuration utilitiesSalesForce.comInteractive Intelligence offers a pre-built integration to Salesforce.com. The Salesforce.com integrationprovides call control from within the Salesforce.com user interface. There are two versions available for auser, the ACD version for screen-popping in a contact center and the lower cost non-ACD version forbusiness users. The Salesforce.com Connector provides call control from within the Salesforce.com userinterface, including: click to dial, call pickup, disconnect, hold, transfer and conference.With Customer Interaction Center® (CIC) presence management integration, users may also update theircurrent status right from the Salesforce.com interface, giving them the value of presence managementtied directly into their phone and CRM operations.Additional features of the Salesforce.com integration provided to agents include: Faster transaction times Easier navigation Users may set presence statuses from a pull down menu in their Salesforce.com interface Screen pop on inbound calls, enabling display of information such as contact records Integrated call history Ease of use in creating and transferring to conference callsWe are also working on new inbound features and also a Salesforce.com/Dialer Integration (outbound).Some of the new features coming are as follows. (Estimated release date of 2011)
    • Hosted Communications Sample RFP – With Response101Inbound Features: Speed Dial – Ability to quickly dial to a preconfigured list of phone numbers. Advanced Transfer – Ability to transfer to users, workgroups, attendant profiles. (Transfer Dialogfrom our .NET client). Embedded Interaction Client – All the feature functionality available in our Interaction .NET Clientwill soon be available in the Salesforce integration.Outbound features: Salesforce client becomes our scripting client, allowing the user to login/logout of a campaign,request breaks, disposition calls, schedule callbacks, preview calls, setting predictive dialerstages, and view caller information from the call list. Configurable interface to define how the Dialer call will be handled within Salesforce.– Add custom buttons to the Softphone interface to call out to custom Apex pages sendingdata from the Dialer Call List.– Add custom links to the Softphone interface to call out to custom Apex pages sendingdata from the Dialer Call List.– Control over the disposition codes.– Control scheduled callbacks times, availability, and if agent-owned. Allows for blended agent (handling inbound and outbound dialer calls at the same time)
    • Hosted Communications Sample RFP – With Response10211.0 Ease of Learning & Use, Support11.1.1 Please specify what startup consulting,ongoing support, training, and documentationthe support staff will need.Interactive Intelligence Response:Start Up ConsultationOngoing SupportOne of the key benefits of the CaaS Contact Center offering from Interactive Intelligence is the ability forthe customer to manage many aspects of their Contact Center configuration.Interaction Web Administrator™ allows customers to manage users and workgroup membership. Ifcustomers have the need for outbound dialing, a streamlined dialer interface is available to quickly createnew campaigns, upload call lists, and create new scripts.Requests for Moves, Adds, Deletions, and other basic changes should be directed tohttps://managedservices.inin.com. The Change is scheduled during regular business hours and will becompleted within 16 business hours of the request.For Developed Application changes or other changes that requireProfessional Services the Customercommunicates the design or programming change with their CaaS Contact Centeraccount representative.The account representative will provide the customer with a written Change Order within two businessdays. All Change Orders specify the work to be completed, the cost for the work and the timeline for thework. The work will be scheduled once the customer has signed the Change Request and returned it viafax or email to Interactive Intelligence.TrainingExperienced Interactive Intelligence trainers will provide training for the CaaS Contact Center offeringfrom Interactive Intelligence. This training can occur via CBT or onsite Train-the-Trainer services. Eachend user will be provided with a computer-based training (CBT) module to guide them through the keyfeatures of Interaction Client®. This CBT truly reduces the amount of end-user training required foragents and supervisors. Onsite train the trainer is available for a fee/day plus reasonable travelexpenses.The CaaS Contact CenterOnline Training Package includes all of the following offered at one bundledprice. Computer-based training module for Agents, Business Users and Supervisors Computer-based Interaction Recorder training module Computer-based Interaction Attendant training module Computer-based Interaction Administrator training moduleOn-site training is available based on a per day cost plus reasonable travel expenses. Web-basedtraining is also available based on a per hour cost. In addition, your account management team canprovide, as needed, webinars and onsite training for specific functions. Examples include Supervisor,Agent features, Call Recording, and Work Force Management.11.1.2 Will our users have access to online tutorial?
    • Hosted Communications Sample RFP – With Response103The CaaS Contact CenterOnline Training Package includes all of the following offered at one bundledprice. Computer-based training module for Agents, Business Users and Supervisors Computer-based Interaction Recorder training module Computer-based Interaction Attendant training module Computer-based Interaction Administrator training module11.1.3 Describe the help available within your solution.Interactive Intelligence Response:Interactive Intelligence uses help buttons within the client to provide comprehensive help to end users.11.1.4 Describe your support services. 7 x 24 Help Desk? Web forum?Interactive Intelligence Response:One of the key benefits of the CaaS Contact Center offering from Interactive Intelligence is the ability forthe customer to manage many aspects of their Contact Center configuration.Interaction Web Administrator™ allows customers to manage users and workgroup membership. Ifcustomers have the need for outbound dialing, a streamlined dialer interface is available to quickly createnew campaigns, upload call lists, and create new scripts.Requests for Moves, Adds, Deletions, and other basic changes should be directed tohttps://managedservices.inin.com. The Change is scheduled during regular business hours and will becompleted within 16 business hours of the request.For Developed Application changes or other changes that requireProfessional Services the Customercommunicates the design or programming change with their CaaS Contact Centeraccount representative.The account representative will provide the customer with a written Change Order within two businessdays. All Change Orders specify the work to be completed, the cost for the work and the timeline for thework. The work will be scheduled once the customer has signed the Change Request and returned it viafax or email to Interactive Intelligence.User GroupsUser groups regularly meet throughout the United States; Interactive Intelligence hosts annual global userforums in the U.S., Netherlands, Germany, United Kingdom, and Canada at which customers can engageone another and Interactive Intelligence employees about products. Over 500 people attended the 2009Interactive Intelligence Global User Forum.Additionally, Interactive Intelligence sponsors Interactive Community, a worldwide online forum customerscan use to share information with each other and Interactive Intelligence. Registered users of InteractiveCommunity can receive notifications when a thread generates a reply.Please see http://community.inin.com/ for more information or for registration.SupportCustomers can communicate with Interactive Intelligence Global Technical Support teams in NorthAmerica, Europe and Asia/Pacific via telephone, chat, email, fax or web. Interactive Intelligence alsoprovides information via its Customer Support web site.Technical Support contact information in The Americas, EMEA and APACWeb Chat: https://my.inin.comSupport AmericasPhone: (800) 267-1367 or (317) 715-8600Web Chat: https://my.inin.com
    • Hosted Communications Sample RFP – With Response104Main Fax Number: (317) 715-8600Support EMEAPhone: + 44 1753 418 801Web Chat: https://my.inin.comMain Fax Number: +44 1753 418 800Support APACJapan -Japanese onlyPhone: +81 3 5958 1561 (Tokyo)Main Fax Number: +81 3 3984 6080Kuala Lumpur, MalaysiaEnglish onlyPhone: +603 2776 3333Fax Number: +603 2776 3343Sydney, Australia SupportEnglish onlyPhone: +61 299 541 688Fax Number: +61 299 541 688Customer Interaction Center® (CIC) Support and Maintenance Offering Provided with Support package■ May be purchased separately (not included in package)* Required for initial purchase of any licensesDeliverables Priority StandardTechnical product supportHours of Support (excluding regional holidays) 24 x 7 7 AM – 9 PM ESTAfter hours All incidentsEmergencyincidentsnon-emergencyincidents billed atper-hour rateAuthorized contacts (per site)(Number of certified personnel) Charges for Support interaction$0 withcertification$0 withcertificationNon-certification charges(Per-incident charge) 
    • Hosted Communications Sample RFP – With Response105Deliverables Priority StandardOn-site support (determined by Interactive Intelligence SupportManagement)(Billed at per-day rate plus expenses) Priority queuing  ■Assigned Technical Account Manager  ■Assigned Senior Engineer to review all tickets opened bycustomer ■Eligible for (qualified) participation in the Master CertificationProgram ■iSupport Web accessSecured area of the Interactive Intelligence Web site  Incident management (remote support – phone, e-mail, fax, Webchat, Web interaction) Knowledge base  Support blasts  Software subscription servicesSoftware new releases  Published services releases and bug fixes  Software supportBasic software product questions  Diagnosis/triage of software problems  Remote access for troubleshooting (when necessary)  ■Diagnosis/triage of third-party software problems  Infrastructure supportInitial triage of telephony related problems  Initial triage of e-mail, database or any non-interactive Intelligencesoftware as it relates to the Interactive Intelligence suite Initial triage of any application not delivered in the standardshipping Interactive Intelligence product written with toolsprovided by Interactive ■Hardware support (for hardware purchased from Interactive Intelligence only)Initial triage of hardware problems  RMA processing  Depot replacement  
    • Hosted Communications Sample RFP – With Response106Deliverables Priority Standard(Depends on hardware component)Advanced repair/replacement(Depends on hardware component) Preventative maintenanceActive remote monitoring (Interaction Console)  ■Monthly Support reports  ■Monthly management review conference call  ■Access to advanced Support training workshops  ■Consultative MaintenanceDiscounted services  ■Support and Maintenance OfferingCIC: Standard – 18%; Priority – 25% (or $10k premium); 3 Year Pre-Pay – 15% discountAdvanced Support ServicesOnsite support servicesPurchase onsite support packages in 1-week or 3-week blocks for system audits, Service Updates (SU),best practices recommendations, troubleshooting, support consulting, and more.Interaction Monitor™Remotely manage your Interaction Center Platform® (platform) and support administration tasks usingthe single Interaction Monitor application and interface. Interaction Monitor™ even monitors your systemfor issues—proactively—and automatically notifies you if a problem occurs.Managed ServicesFrom resource augmentation to full system management, our Managed Services division and Partnernetwork supplement your own efforts or completely manage11.1.5 Do user groups exist for your solution? What are they? How frequently do they meet?How involved is your company with the user group(s)?Interactive Intelligence Response:User groups regularly meet throughout the United States; Interactive Intelligence hosts annual global userforums in the U.S., Netherlands, Germany, United Kingdom, and Canada at which customers can engageone another and Interactive Intelligence employees about products. Over 500 people attended the 2009Interactive Intelligence Global User Forum.These groups include a ―CaaS Track‖ which provides end users with sessions and meetings specificallyfor CaaS.Additionally, Interactive Intelligence sponsors Interactive Community, a worldwide online forum customerscan use to share information with each other and Interactive Intelligence. Registered users of InteractiveCommunity can receive notifications when a thread generates a reply.Please see http://community.inin.com/ for more information or for registration.
    • Hosted Communications Sample RFP – With Response10712.0 Upgrades and Software Releases12.1.1 What is your release strategy for upgrades?Interactive Intelligence Response:Interactive Intelligence uses Service Updates or SU‘s, which are released typically once every two orthree months. SU‘s provide all CIC updates, phone updates, and Media Server updates, which arepushed out to premise devices by the central CIC server.12.1.2 When new releases are performed what are the impacts on the supplier network andOLCC?Interactive Intelligence Response:To ensure that software and hardware upgrades can be performed without disruption, each voice center‘scall handling device is deployed in a fully redundant model.When upgrading software or performing hardware maintenance, the server to be upgraded will beremoved from the routing plan and any modifications necessary can be made without impacting callhandling. As the systems are brought back online they will be added back into the routing plan and beginhandling calls.12.1.3 How are platform and application changes communicated to OLCC? What is thetypical advance notification period? Does OLCC have the ability to delay a platform orapplication change? If so, what is that process?Interactive Intelligence Response:12.1.4 When upgrades are performed, are users required or encouraged to test their systemsfor compatibility?Interactive Intelligence Response:12.1.5 How frequent are upgrades?Interactive Intelligence Response:Upgrades are available with Service Updates typically every few months. Managed Services will workwith the customer to determine the best date for upgrades.12.1.6 Are upgrades mandatory or optional?Interactive Intelligence Response:Upgrades are optional, although there may be some support cases which require upgrades to reachresolution.12.1.7 How are the upgrades applied? Can upgrades be applied to a test (non-production)environment prior to moving to production?Interactive Intelligence Response:
    • Hosted Communications Sample RFP – With Response108Upgrades are applied during a predetermined time the customer can specify. Upgrades require a serverreboot, and so some down time may be required. If the customer is using a non-production test server,upgrades can be applied to this server first for upgrade testing.12.1.8 Who does the upgrade work? What is the effort for OLCC technical support?Interactive Intelligence Response:Upgrades are applied by Interactive Intelligence Managed Services group. Under normal circumstances,no effort will be needed by the customer technicians, as all premise devices such as phones andgateways will automatically register back to the CIC server once maintenance is completed.12.1.9 What is the effort for OLCC super users or contact center administrator?Interactive Intelligence Response:Under normal circumstances, no effort will be needed by the customer super users or contact centeradministrator to perform the upgrade, as all premise devices such as phones and gateways willautomatically register back to the CIC server once maintenance is completed.12.1.10 Is the upgrade a push or pull?Interactive Intelligence Response:The upgrade is pulled down to the CIC server, and from there is pushed out to all remote manageddevices.12.1.11 What input do we have to the modifications that are developed and provided via theupgrade process?Interactive Intelligence Response:New features which may cause a difference in CIC behavior are not applied automatically, but rather canbe turned on at the customer request.12.1.12 Estimate the number of OLCC FTEs, if any, required to administer, maintain, andsupport the solution. Describe their role and required skill sets.Interactive Intelligence Response:***Need CaaS operations to answer.***
    • Hosted Communications Sample RFP – With Response10913.0 Operational Availability13.1.1 Availability. Describe your design and architecture for system availability; specify anyuse of a High Availability Design.Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center solution is designed for high availability. Thecustomer‘s virtualized CIC server can be built using switchover, with switchover providing a hot-standbymodel, providing for a seamless transition in case of a primary server outage. The switchover model,along with the N+1 architecture of Media Server handling voice resources, and the N+1 nature of SIPgateways handling the connection to the carrier provides for a solution which does not contain a singlepoint of failure, and should not drop a call or lose a new call in case of a server or appliance outage.13.1.2 Reliability. We are looking for a very high rate of reliability from the overall system aswell as the individual station components. What has been your overall systemavailability over the last 3 years? What system availability will OLCC be guaranteedwith your solution?Interactive Intelligence Response:***Need CaaS operations to answer.***13.1.3 Is there a window when the system will be down for maintenance and unavailable tothe users? Is this a static time weekly or monthly? How are other periods ofunavailability conveyed to our company?Interactive Intelligence Response:***Need CaaS operations to answer.***13.1.4 What service levels are included with your solution?Interactive Intelligence Response:***Need CaaS operations to answer.***13.1.5 Safety. Describe the system‘s features for prevention of loss and/or damage to data.Interactive Intelligence Response:***Need CaaS operations to answer.***13.1.6 Describe the system backup and recovery features, components to consider fordisaster recovery.Interactive Intelligence Response:***Need CaaS operations to answer.***13.1.7 Performance - Predictability of response. The system must perform within industrystandard norms for sound fidelity, jitter, packet loss, latency and other routinely usedperformance metrics. Using standard measurements and computational methods, thesystem must consistently provide a Mean Opinion Score (MOS) of three (3) or greater.Describe your system‘s compliance.Interactive Intelligence Response:***Need CaaS operations to answer.***
    • Hosted Communications Sample RFP – With Response110
    • Hosted Communications Sample RFP – With Response11114.0 Operation & Maintainability14.1.1 OLCC will utilize centralized support and maintenance while enabling independentdirection and management of contact centers. Please describe how your systemaccommodates this support approach.Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center solution provides for management of workgroups on theindividual supervisor level. This means that a supervisor‘s ability to view and/or change a group withinthe solution other than the group they manage can be enabled or disabled according to customerrequirements. This means all workgroups are managed on the same server, but in a way that enablesindependent management of contact centers.14.1.2 We must be able to turn major features such as IVR, Quality Management Systems,Call Recording, and others on and off as needed. How does your solutionaccommodate this requirement?Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center solution allows a customer to enable or disable anyfeature according to the customers requirements. The solution accommodates this requirement throughthe use of licensing, which can be applied to an active server without an outage, allowing for the server tobe changed quickly and easily according to the customer requirements.14.1.3 In case of a local or regional disaster, we must be able to easily move or distributecontact center operations to alternate sites. Explain how your solution makes thispossible.Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center solution supports several ways which make the solutionvery flexible in case of a local or regional disaster. The CaaS solution supports a geo-redundant model,which provides the ability to move operations from one data center to another. If contact centeroperations are interrupted by a disaster, agents can move to an alternate office, or their home officewhere they have the Interaction Client installed, and log into a local phone there, and ACD calls will bedelivered to them and they will have access to the client.14.1.4 Allow individual contact centers to change functionality as needed. We must be able toisolate each of the contact centers from the others for functionality and to minimize theimpact of any modifications or down time. Explain how your solution makes thispossible.Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center solution provides very granular means for changingfunctionality between groups of users and sites. All permissions and behaviors are managed with the useof workgroups. Workgroups allow for permissions and behaviors to be defined across a large group ofpeople. As users need to be added to or removed from the workgroup, global changes need to be madeacross a single workgroup, settings need to be applied to a smaller group within a workgroup, etc., all ofthis is handled quickly and easily using workgroups. This can be done on-the-fly, and without disruptingworkgroup activity.14.1.5 In the test environment, are we able to have incoming calls? Can the test environmentconnect to a different instance of the database? Can calls be transferred to their targetnumber? Are there additional hardware or software or license requirements to supporta test environment?
    • Hosted Communications Sample RFP – With Response112Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center solution would require additional licensing in order tosupport a test environment. The test environment would be independent of the production environment.Calls could be placed in and out of this environment in the same manner as the production environment.14.1.6 If we make modifications, for example to our call flow in an IVR script, we need to beable to carry-forward customizations at next major version upgrade. Is this as desiredin your solution?Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center solution provides a seamless transition from one majorrelease to another. This means that IVR scripts, users, data stored within the database, and generalcustomer specific settings will be carried through to the next major version.14.1.7 What are important considerations in turning the system over to ongoing support?Interactive Intelligence Response:There are several important considerations in turning the system over to ongoing support. InteractiveIntelligence gathers all customer requirements during the pre-sales cycle so that this information can bedelivered to the CaaS contact center. This will help the Managed Services team to understand thedrivers of the business and what to expect from the customer moving forward. Additionally, the customerwill be trained on the new user and supervisory tools so that users know what to expect as operations areturned over to the Managed Services model.14.1.8 What are important considerations in facilitating startups at future locations once theproject is over? Will we be required to engage your company‘s support to bring upadditional call centers? Will we be able to engage your support for such activities?What costs will be incurred for this support?Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center solution may require additional network assessmentsas new sites are brought up. Interactive Intelligence can provide support for these activities at a nominalcost.14.1.9 What are important considerations in adding additional users at the original location(s)once the project is over?Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center solution may require additional bandwidth as additionalusers are added at the original location, considering if additional concurrent calls or clients are deliveredover the WAN.14.1.10 Which requirements are most likely to change over time and how must the systemadapt to those changes?Interactive Intelligence Response:The Interactive Intelligence CaaS Contact Center solution is built in a way which anticipates that customerrequirements are those which are most likely to change over time. Additional growth or consolidation ofthe customer requirements is handled very easily through the use of easily applied licensing, andoptimized architecture, so that adaptation to customer requirements can be addressed quickly, and in away that makes transition painless to the customer.
    • Hosted Communications Sample RFP – With Response11315.0 ImplementationOrange Lake Resortsis very interested in implementing the selected solution in an expeditious manner.Please include a detailed implementation schedule in your response. Be sure to demonstrate yourunderstanding of Orange Lake Resortss testing and certification processes in your response.15.1.1 Please reference implementation experience in similar environments.Interactive Intelligence Response:DEPENDENT ON THE OPPORTUNITY15.1.2 Please describe in detail the methodology that your company will follow whenimplementing the proposed solution.Interactive Intelligence Response:The average implementation schedule for an Interactive Intelligence CaaS Contact Center deployment isthree weeks. This may vary based on the customer‘s availability to participate in the design process.Interactive Intelligence assigns a primary Implementation Manager who maintains ownership of theproject through the final deployment process. The Implementation manager is responsible for schedulingthe appropriate internal engineering and development teams to meet deployment deadlines. Oncedeployment has occurred, the Customer‘s account is transitioned to a dedicated support specialist whobecomes the Customer‘s primary contact for day-to-day assistance.The implementation methodology very purposefully has several incremental approval steps built into it.Based upon the tenants of the methodology, these approvals have the collective effect of ensuring that asystem that meets the exact requirements stated by the customer successfully implements.The incremental approvals provide the opportunity for both parties,in essence, to recommit to the scopeand timeline of the project as it moves through each phase transition. The customer will be asked toprovide written approval of project progress at each of the following points: Detail Project Plan Approval Test Plan Passed Final Project AcceptanceCustomer Approvals
    • Hosted Communications Sample RFP – With Response114
    • Hosted Communications Sample RFP – With Response11516.0 Pricing16.1.1 Provide detailed architectural diagrams and descriptions of the proposed solution.Describe how the solution addresses Orange Lake Resorts‘s requirements for constantuptime and high reliability while meeting the desire to host the majority of the solutioncomponents at the data center in Bedrock, USA.Interactive Intelligence Response:DEPENDENT ON THE OPPORTUNITY16.1.2 What factors drive the cost of your proposal? To what extent does each of thesedrivers contribute to the proposed cost?Interactive Intelligence Response:DEPENDENT ON THE OPPORTUNITY16.1.3 What factors would Orange Lake Resorts use to achieve additional price decreases ordiscounts?Interactive Intelligence Response:DEPENDENT ON THE OPPORTUNITY16.1.4 What services does your company offer to assist customers in cost reduction? Listopportunities for continuous improvement that will result in reduced pricing over theterm of the agreement.Interactive Intelligence Response:DEPENDENT ON THE OPPORTUNITY
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