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 firstname.lastname@example.org. 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 Abel407email@example.com. 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: firstname.lastname@example.org 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 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 1-126.96.36.199 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.