ATT HCC RFP Solution and Pricing

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

Dear Ms. Johnson:

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

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

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

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

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

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

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

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

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

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

Office Phone: 404-281- 9206 Cell Phone: 404-281-9206 [email protected]

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1.0 General Description

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RFP No. 98000-HCC-0000001097(


(

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

>7G7H7G( )JK9('F&-&1.(1#($#01"(*'--5(1#(NI)O(3#$(*'--(1"$;&,'1&#,(#,(/%",*.(<$#6&8"8(5.51";57(>7G7H7>( L#MN9(<$#6&8"(*+#&*"(#3(+'$8(#$(5#31(<+#,"(>7G7H7P( I#31(N+#,"(5+#0-8(+'6"(;&,&;'-(&;<'*1(#,("Q&51&,%(8"5=1#<($"'-("51'1"(",6&$#,;",17(>7G7H7?( C',(-"6"$'%"(',.(51',8'$8(GR(8&%&1(,0;F"$(

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1+"(X,&1"8(I1'1"57(!"#"$%&'()*'&+$J'1'(3#$(XIBF'5"8(*051#;"$5(&5(51#$"8(&,(1+"(XI/7(&,C#,1'*1(:&--(05"(1:#(30--.($"80,8',1(*-#08(50<"$B5&1"5(&,(1+"(XI9(J'--'5(',8(_#5(/,%"-"59(1#(50<<#$1(1+"(I1'1"(#3(!"#$%&'7(()+"5"(1:#(5&1"5(*0$$",1-.(50<<#$1(1+"(!"#$%&'(J"<'$1;",1(#3(`"6",0"T5(*#,1'*1(*",1"$(5"$6&*"57((>7G7A( Y#51"8(C#,1'*1(C",1"$(50<<#$1"8(F.(51'33(1+'1(&5(<+.5&*'--.(-#*'1"8(:&1+&,(1+"(X,&1"8(I1'1"57(!"#"$%&'()*'&+$/)S)T5(<'$1,"$(&,C#,1'*1(&5(+"'8E0'$1"$"8('1(AAPR(I7(X,&#,(N'$=(/6"9(I0&1"(HRR9(K&86'-"9(X)(a?R?A(',8(+'5(";<-#.""5('*$#55(1+"(X,&1"8(I1'1"57((I&,*"(&,C#,1'*1(&5('(*-#08BF'5"8(5#-01&#,9(1+"(1"*+,&*'-(5"$6&*"5('$"(;','%"8(',8(<"$3#$;"8($";#1"-.(3$#;(1+"(O"1:#$=(V<"$'1&#,5(C",1"$(bOVCc(&,(1+"(I'-1(_'="(C&1.(#33&*"7(((

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RFP No. 98000-HCC-0000001097(


(

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

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

RFP No. 98000-HCC-0000001097(


(

67275( /89&,&:1$'1&;"(30,*1&#,'-&1&":(';'&-'<-"(1#(1+"(/%",*&":(:+#0-8(&,*0$(,#(3"":(&3(="$3#$9"8(<.(1+"(/%",*&":(

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:1',8'$8(&9'%":7(!"#"$%&'()*'&+$@-#:"(&,1"$'*1&#,(>&1+(/%",*.(:1'33(&:(',('<:#-01"($"X0&$"9",1(3#$('(:0**"::30-(&9=-"9",1'1&#,7(/)?)(',8(&,@#,1'*1(>&--(>#$D(*-#:"-.(>&1+(/%",*.(8":&%,"":(3#$(9',.(30,*1&#,:(80$&,%(1+"(&9=-"9",1'1&#,7(R#$(I,8(T:"$(8":D1#=(:.:1"9:G(>"(>&--(=$#;&8"(:="*&3&*'1&#,:(3#$(1+"(9&,&909(*#,3&%0$'1&#,($"X0&$"8(3#$('(0:"$(1#(&,1"$'*1(>&1+(1+"(&,@#,1'*1(=-'13#$9(',8(>"(>&--(=$#;&8"(TQ[(

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RFP No. 98000-HCC-0000001097(


(

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RFP No. 98000-HCC-0000001097(


(

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RFP No. 98000-HCC-0000001097(


(

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

2.3 Auto-Attendant and Integrated Voice Response

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

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RFP No. 98000-HCC-0000001097(


(

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RFP No. 98000-HCC-0000001097(


(

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RFP No. 98000-HCC-0000001097(


(

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RFP No. 98000-HCC-0000001097(


(

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RFP No. 98000-HCC-0000001097(


(

273789( /--#:("'*+(;1'1"('%",*.(1+"('<&-&1.(&4(,""="=(1#(0>='1"(1+"&$(#:,($"*#$="=(?";;'%";@($#01&,%(?";;'%";@("1*7(:&1+#01(,""=&,%(1#(*#,1'*1(1+"&$(>$#A&="$7(

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2.4 Reporting & Analytics

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RFP No. 98000-HCC-0000001097(


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RFP No. 98000-HCC-0000001097(


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RFP No. 98000-HCC-0000001097(


(

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RFP No. 98000-HCC-0000001097(


(

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RFP No. 98000-HCC-0000001097(


(

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RFP No. 98000-HCC-0000001097(


(

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RFP No. 98000-HCC-0000001097(


(

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RFP No. 98000-HCC-0000001097(


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2.5 Call Recording & Basic Quality Management

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RFP No. 98000-HCC-0000001097(


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RFP No. 98000-HCC-0000001097(


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RFP No. 98000-HCC-0000001097(


(

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RFP No. 98000-HCC-0000001097(


(

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

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RFP No. 98000-HCC-0000001097(


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RFP No. 98000-HCC-0000001097(


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RFP No. 98000-HCC-0000001097(


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RFP No. 98000-HCC-0000001097(


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2.6 Network & Transport

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2.6.1 Toll-Free service requirements

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

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RFP No. 98000-HCC-0000001097(


(

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RFP No. 98000-HCC-0000001097(


(

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

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DC5CEC3( F"$G&*"(?$#G&="$(*',(?$#?#<"(",=H1#H",=(='1'(*#,,"*1&#,(4#$(*'--(*",1"$<(',=('%",1<(8+"$"(

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RFP No. 98000-HCC-0000001097(


(

3.0 Enhanced Contact Center Services

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RFP No. 98000-HCC-0000001097(


(

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3.1 Enhanced Quality Management

)+"(R"$D&*"(C$#D&>"$J<(<#-01&#,('>>$"<<"<(1+"($"Q0&$"A",1<(&,(1+&<(<"*1&#,(=&1+(1+"(4#--#=&,%S()+"(R"$D&*"(N$#D&>"$J<($"<C#,<&H&-&1&"<(&,*-0>"(',>(R"$D&*"(N$#D&>"$(<+'--(&,*-0>"(1+"(4#--#=&,%(#C1&#,'--.(C$#D&>"T((3BUBU( V#-"(H'<">(<*#$"(*'$><(=&1+(8".(C"$4#$A',*"(&,>&*'1#$<(3BUBW( :,1"%$'1">(X"'$,&,%()##-<(3BUB3( ;#'*+&,%(Y','%"A",1()##-<(

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RFP No. 98000-HCC-0000001097(


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3.2 Enhanced Workforce Management

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RFP No. 98000-HCC-0000001097(


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RFP No. 98000-HCC-0000001097(


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RFP No. 98000-HCC-0000001097(


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RFP No. 98000-HCC-0000001097(


(

678789( :";"-#<(',=(>'&,1'&,($#01&,%(1'?-"@A(B+&*+(>'<(&,?#0,=(,0>?"$@(1#(*",1"$@(',=(B&1+&,(*",1"$@(1#('<<$#<$&'1"(C0"0"@7(

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RFP No. 98000-HCC-0000001097(


(

678789( :";"-#<(',=(&><-">",1(<$#*"=0$"?(4#$($"@@@$#01&,%(*'--?(&,(1+"(";",1(#4(*",1"$(#01'%"?A(">"$%",*&"?A(0,"B<"*1"=(*'--(;#-0>"(?<&C"?(#$(#;"$4-#D?A(#$(#1+"$(0,4#$"?"",(*&$*0>?1',*"?(=0$&,%(1$',?&1&#,7(E-',(',=(*+',%"?('$"(?0FG"*1(1#('<<$#;'-(F.(/%",*.7(

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RFP No. 98000-HCC-0000001097(


(

5.0 Training and Support

5.1 Training

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

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RFP No. 98000-HCC-0000001097(


(

(

5.2 Technical Support

)+"(6"$7&*"(8$#7&9"$:;(;#-01&#,('99$";;";(1+"($"<0&$"=",1;(&,(1+&;(;"*1&#,(>&1+(1+"(4#--#>&,%?()+"(6"$7&*"(@$#7&9"$:;($";8#,;&A&-&1&";(&,*-09"(',9(6"$7&*"(@$#7&9"$(;+'--(9#(1+"(4#--#>&,%?(BC3CD( 6"$7&*"(@$#7&9"$(8$#7&9";('(;"$7&*"(9";E(&,*-09&,%(3FGHGI2B(*#7"$'%"('**";;&A-"(1+$#0%+(

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RFP No. 98000-HCC-0000001097(


(

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

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RFP No. 98000-HCC-0000001097(


(

6.0 General Requirements

6.1 Pricing Model

)+"(6"$7&*"(8$#7&9"$:;(;#-01&#,('99$";;";(1+"($"<0&$"=",1;(&,(1+&;(;"*1&#,(>&1+(1+"(4#--#>&,%?: )+"(6"$7&*"(@$#7&9"$:;($";8#,;&A&-&1&";(&,*-09"(',9(6"$7&*"(@$#7&9"$(;+'--(9#(1+"(4#--#>&,%?(!"#"$%&'()*'&+$@-"';"(;""(1+"(@$&*&,%(@$#8#;'-(4#$('--(#4(1+"(8$&*&,%(';;#*&'1"9(>&1+(/)B):;(;#-01&#,C((2CDCD( /A&-&1.(1#(8$#7&9"('(@"$(6"'1(;0A;*$&81&#,(=#9"-E(&,*-09&,%(<0&*F(;*'-'A&-&1.(8$&*&,%(!"#"$%&'()*'&+$/)B):;(;#-01&#,(#44"$;('(8"$G;"'1(;0A;*$&81&#,(=#9"-(>&1+(<0&*F(;*'-'A&-&1.C(/%",*&";(*',('99(;"'1;(;&=8-.(A.(A0&-9&,%('99&1&#,'-(0;"$(-#%&,;(#,(1+"(&,H#,1'*1(8-'14#$=C((2CDCI( /A&-&1.(1#(8$#7&9"(1&"$(7#-0="(9&;*#0,1;(1#(&,9&7&90'-('%",*&";(A';"9(#,(8$#J"*1"9(

",1"$8$&;"(7#-0=";C(!"#"$%&'()*'&+$/)B):;(;#-01&#,(#44"$;(1+"(=#;1(*#=8"1&1&7"(8$&*&,%(1#('--('%",*&";(A.('**#0,1&,%(4#$(1+"('%%$"%'1"(61'1"(#4(!"#$%&'(7#-0=";C(((2CDCK( L';&*(6"'1(8$&*&,%(;+#0-9(&,*-09"('--(4"'10$";(',9(40,*1&#,;(M;"'1E("='&-E(*+'1E(4'NE("1*CO(

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RFP No. 98000-HCC-0000001097(


(

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

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RFP No. 98000-HCC-0000001097(


(

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

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

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

O','%":",1A(M,+',*"8((P#$C3#$*"((O','%":",1A((Q071#:"$((R"-'1&#,7+&;((O','%":",1A((',8((Q071#:"$(E0$@".7A(("1*5(

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RFP No. 98000-HCC-0000001097(


(

6.2 Security Requirements

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

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

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

RFP No. 98000-HCC-0000001097(


(

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

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

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

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

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

]"1(',#1+"$(@"1+#9(&:()$&7-"(Q'1'(;,*$.71&#,(/-%#$&1+@(R)Q;/(#$()$&7-"(Q;/V(:.@@"1$&*=Y".(C-#*Y(*&7+"$B(E+&*+('77-&":(1+"(Q'1'(;,*$.71&#,(<1',9'$9(RQ;<V(*&7+"$('-%#$&1+@(1+$""(1&@":(1#("'*+(9'1'(C-#*Y(RTQ;<VF()+"(#$&%&,'-(Q;<(*&7+"$^:(Y".(:&A"(#4(?2(C&1:(E':(%","$'--.(:044&*&",1(E+",(1+'1('-%#$&1+@(E':(9":&%,"9B(C01(1+"('8'&-'C&-&1.(#4(&,*$"':&,%(*#@701'1&#,'-(7#E"$(@'9"(C$01"=4#$*"('11'*Y:(4"':&C-"F()$&7-"(Q;<(7$#8&9":('($"-'1&8"-.(:&@7-"(@"1+#9(#4(&,*$"':&,%(1+"(Y".(:&A"(#4(Q;<(1#(7$#1"*1('%'&,:1(:0*+('11'*Y:B(E&1+#01(1+"(,""9(1#(9":&%,('(*#@7-"1"-.(,"E(

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

RFP No. 98000-HCC-0000001097(


(

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

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ATT HC

C R

FP Attachm

ent 4-A Pricing.xlsx

1 - Service Charges

Ref ID

Service C

hargeU

nit of Measure

Recurring P

eriodC

harge

1H

CC

Agent S

eatsingle nam

ed agent

monthly

$87.00

2H

CC

Quality M

anagement S

eatsingle nam

ed agent

monthly

$29.40

3H

CC

Work Force M

anagement

single named

agentm

onthly$29.40

4Toll Free S

ervicesper m

inutem

onthly$0.0120

5H

CC

Agent S

eat (Excludes em

ail and web chat)

single named

agentm

onthly$77.00

6H

CC

Service / S

upportsingle nam

ed agent

monthly

$6.00

7H

CC

Hosted VoIP C

onnectionsingle nam

ed agent

monthly

$6.75

8Local N

umber service for ingress to platform

per minute

monthly

$0.00813

9O

utbound Calling service

per minute

monthly

$0.01520

10H

CC

Prem

ier Scorecard

single named

agentm

onthly$14.00

11H

CC

Lesson Managem

entsingle nam

ed agent

monthly

$12.50

12H

CC

Strategic P

lannersingle nam

ed agent

monthly

$9.50

13H

CC

Screen R

ecordingsingle nam

ed agent

monthly

$14.50

14H

CC

Analytics D

riven Quality

single named

agentm

onthly$25.25

15H

CC

Workforce O

ptimization S

eatsingle nam

ed agent

monthly

$64.00

16H

CC

InView S

eatsingle nam

ed agent

monthly

$25.00

17H

CC

EC

HO

Survey S

eat - IVR

single named

agentm

onthly$29.00

18H

CC

Additional U

niversal Port

single concurrent port

monthly

$25.00

19H

CC

Additional C

all Recording S

torageG

igabyte of storagem

onthly$6.75

Service C

harges

ATT HC

C R

FP Attachm


2 - One Tim

e Charges

Ref ID

Service Charge

Unit of M

easureR

ecurring Period

Charge

1H

CC

Implem

entation per seatper seat

one-time

-$

2H

CC

Implem

entation per Contact C

enterper H

CC

one-time

-$

3H

CC

Work G

roup Implem

entation Package

per contact centerone-tim

e6,500

$

4H

CC

Corporate Im

plementation P

ackageper contact center

one-time

25,000$

5H

CC

Enterprise Im

plementation P

ackageper contact center

one-time

50,000$

6H

CC

Enterprise P

lus Implem

entation Package


e75,000

$

7H

CC

Quality M

anagement S

etupper contact center

one-time

$10,000

8H

CC

Quality M

anagement S

etup Prem

ierper contact center

one-time

$15,000

9H

CC

Workforce M

anagement S


one-time

$25,000

10H

CC

Workforce M

anagement S

etup Prem

ierper contact center

one-time

$35,000

11H

CC

Prem

ier Scorecard S


one-time

$5,000

12H

CC

Lesson Managem

ent Setup


e$10,000

13H

CC

Strategic P

lanner Setup


e$5,000

14H

CC

Screen R

ecording Setup

per screen recording server

one-time

$25,000

15H

CC

Analytics D

riven Quality S


one-time

$9,375

16H

CC

InView S


one-time

$9,375

17H

CC

Workforce O

ptimization S


one-time

43,750$

18H

CC

EC

HO

Survey S

etup - IVR


e16,000

$

19H

CC

Hosted VoIP A

gent Setup

per named agent

one-time

15$

20C

RM

Integration Setup


e5,000

$

21C

RM

-Driven S

creen Pop / C

all Routing S


one-time

7,500$

22 A

dditional Agent Im

plementation

per agentone-tim

e100

$

One-Tim

e Charges

ATT HC

C R

FP Attachm


3 - Rate C

ard Charges

Ref ID

Rate C

ard Charge

Charge

per hour C

hargeper w

eek C

hargeper m

onth 1

Contact C

enter Consultant

250$

10,000$

42,000$

2P

rofessional Trainer275

$ 11,000

$ 46,200

$ 3

Project M

anager250

$ 10,000

$ 42,000

$ 4

Application D

eveloper250

$ 10,000

$ 42,000

$ 56

Note: P

rofessional Trainer must be purchased in 8-

hour increments

Rate C

ard Charges

ATT HC

C R

FP Attachm


4 - Equipment C

harges

Ref ID

Service C

hargeU

nit of Measure

Price

Maintenance

Maintenance

Period

1VoIP A

dapater (IAD

) (Model M

P-112)

each159

$ 4.08

$ m

onthly2

VoIP Hard P

hone (Polycom

SoundP

oint IP 331)each

139$

-$

annual3

VoIP S

oftphone (Counterpath B

ria)each

43$

-$

n/a

Equipm

ent Charges

ATT HC

C R

FP Attachm


5 - Assum

ptions

Ref ID

Price

Impact

(Y/N

)D

escription1

YP

ricing for MP

LS / AV

PN

connectivity will be negotiated based on specific agency capacity

requirements.

2N

Timing for AT&

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

egacom service in the

AT&T B

usiness Service G

uide.3

NH

CC

EC

HO

Survey S

eat - IVR

excludes surveys conducted via email or w

eb chat.4

YP

ricing for HC

C E

CH

O S

urveys conducted via email or w

eb chat will be negotiated based on

specific agency requirements.

5N

Rate C

ard Charges per w

eek represent 40 hours; Rate C

ard Charges per m

onth represent 168 hours

6N

Rate C

ard Charges for P

rofessional Trainer must be purchased in 8-hour increm

ents7

NM

aintenance for VoIP Hard P

hones and VoIP Soft P

hones is included in the Service C

harge for H

CC

Service / S

upport8

NA

dditional Agent Im

plementation m

ust be purchased in conjunction with an Im

plementation

Package

9Y

HC

C S

ervice / Support is a m

andatory charge that must be purchased for every nam

ed agent

Service P

rovider Pricing A

ssumptions

Service P

rovider will provide all assum

ptions used in pricing the Services, notating those assum

ptions

Georgia Technology A

uthority

RFQ

C N

o. 98000-000000xxxx H

osted Contact C

enter 5 of 13

1.0 Service C

harges

Service charges are those that the GTA

Custom

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

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

ID

Nam

e of Charge

Description of Entitlem

ent 1

HC

C A

gent Seat

!"#$%&'())&*#)+,#-./&012%+$"&($3&4($("#5

#$%&•

6(7#3&1$&%8#&5(9+5

25&$25

:#-&1;&2$+<2#&=1$;+"2-#3&27#-7&32-+$"&%8#&51$%8>>&

• !"#$%&?1"+$&

• !'*&@1+=#&A

2#2+$"&B&012%+$"&&

• '())&4

1$+%1-+$"&&•

'()):(=C&<2#2+$"&&•

0#D1-%+$"&•

E&F$+,#-7()&G1-%&

• !'*&'8(%&A

2#2+$"&B&012%+$"&&

• !'*&H5

(+)&A2#2+$"&B

&012%+$" 2

HC

C Q

uality Managem

ent Seat

!"#$%&A2()+%.&4

1$+%1-+$"/&-#=1-3+$"&($3&-#D1-%+$"&I$=)23#7J&

• K1-5

&62+)3#-&L&H,()2(%+1$&K1-57&

• M5

(-%&I$:19N&

• '1(=8+$"&

• H$=-.D%+1$&4

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ork Force Managem

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uthority

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C N

o. 98000-000000xxxx H

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enter 6 of 13

!"#$%&'(

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C A

gent Seat -(E

xcludes email and

web chat)

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

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C P

remier S

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

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anagement

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C S

trategic Planner

34#(1&'"*+,'%-$*•

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*13

HC

C S

creen Recording

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


uthority

RFQ

C N

o. 98000-000000xxxx H

osted Contact C

enter 7 of 13

• !"#$%&'()*($+&'()*","-./'()*",0*1

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C A

nalytics Driven Q

uality

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C W

orkforce Optim

ization Seat

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RFQ

C N

o. 98000-000000xxxx H

osted Contact C

enter 8 of 13

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eat

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Survey S

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

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18

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C A

dditional Universal P

ort

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)$%#$."&&*>$


uthority

RFQ

C N

o. 98000-000000xxxx H

osted Contact C

enter 9 of 13

• !"#$%&"'(#$()*"(+"#,(-%.

/"&(01()0)#2(+0&)$(30-145%&"'('%&4-5()*"(.0-)*(6788()*"(

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(19

HC

C A

dditional Call R

ecording S

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

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20

21

22

23


uthority

RFQ

C N

o. 98000-000000xxxx H

osted Contact C

enter 10 of 13

2.0 One-Tim

e Charges

One-tim

e charges are those that the GTA

Custom

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

plementing the Services or as part of

a change in Services (e.g. implem

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

e charges that GTA

Custom

ers may incur and

describe the outcome they m

ay expect as a result of each of those charges.

ID

Nam

e of One-Tim

e Charge

Description of O

utcome

1 H

CC

Implem

entation per seat There is no specific per-seat im

plementation charge. A

gencies must purchase an

Implem

entation Package below and / or im

plementation services via R

ate Card prices.

2 H

CC

Implem

entation per Contact

Center

There is no specific per-Contact C

enter implem

entation charge. Agencies m

ust purchase an Im

plementation Package below

and / or implem

entation services via Rate C

ard prices. 3

HC

C W

ork Group Im

plementation

Package

Alternative C

harge Provides a package of im

plementation services as described in Transition Plan.

4 H

CC

Corporate Im

plementation

Package

Alternative C



5 H

CC

Enterprise Im

plementation

Package

Alternative C



6 H

CC

Enterprise P

lus Im

plementation P

ackage A

lternative Charge

Provides a package of implem

entation services as described in Transition Plan. 7

HC

C Q

uality Managem

ent Setup

Optional C

harge Provides im


8 H

CC

Quality M

anagement S

etup P

remier

Optional C

harge Provides im


9 H

CC

Workforce M

anagement

Setup

Optional C

harge Provides im


10 H

CC

Workforce M

anagement

Setup P

remier

Optional C

harge Provides im


11 H

CC

Prem

ier Scorecard S

etup O

ptional Charge

Provides implem


HC

C Lesson M

anagement S

etup O

ptional Charge

Provides implem


HC

C S

trategic Planner S

etup O

ptional Charge

Provides implem


HC

C S

creen Recording S

etup O

ptional Charge

Provides implem

entation services as described in Transition Plan.


uthority

RFQ

C N

o. 98000-000000xxxx H

osted Contact C

enter 11 of 13

15 H

CC

Analytics D

riven Quality

Setup

Optional C

harge Provides im


16 H

CC

InView

Setup

Optional C

harge Provides im


17 H

CC

Workforce O

ptimization

Setup

Optional C

harge Provides im


18 H

CC

EC

HO

Survey S

etup - IVR

O

ptional Charge

Provides implem


HC

C H

osted VoIP

Agent S

etup O

ptional Charge

Setup and configuration for an agent to use a Hosted V

oIP connection. 20

CR

M Integration S

etup O

ptional Charge

Provides implem


CR

M-D

riven Screen P

op / Call

Routing S

etup O

ptional Charge

Provides implem


Additional A

gent Implem

entation O

ptional Charge

Provides implem

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

plementation Package.


uthority

RFQ

C N

o. 98000-000000xxxx H

osted Contact C

enter 12 of 13

3.0 R

ate Card C

harges

Rate C

ard charges are costs for professional services. GTA

expects that in most cases no professional services w

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

must be associated w

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

ent) may not supplied under

any agreement that m

ay be awarded as an outcom

e of this RFP.

ID

Professional Service D

escription of Professional Service 1

Contact C

enter Consultant

Assessm

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

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

prove business results. A

ssessment m

ay address containment w

ithin automated (IV

R) applications, feedback

from constituents, determ

ination of key performance indicators, or other operational

aspects. 2

Professional Trainer Training on all aspects of the inC

ontact service, including agent interface, supervisor interface, adm

inistrator interface, reporting, application development tools, quality

managem

ent and workforce m

anagement.

3 Project M

anager Planning, coordination, im

plementation and finalization projects to im

plement or m

odify H

osted Contact C

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

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

anagement of A

T&T / inC

ontact team m

embers and coordination w

ith agency team

. Identification, assessment and m

inimization / m

itigation of project risks until successful project com

pletion 4

Application D

eveloper D

iscovery, design, development and configuration of voice and m

ultimedia call flow

s, report custom

ization, external system integrations and other inC

ontact features and capabilities not covered under a specific im

plementation package purchased by an agency.

5

6

7

8

9

10


uthority

RFQ

C N

o. 98000-000000xxxx H

osted Contact C

enter 13 of 13

4.0 Equipm

ent Charges

GTA

assumes and desires a solution w

here all equipment, softw

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

owever, if there is

optional equipment that the Service Provider w

ould like to highlight for GTA

Custom

er potential use, that equipment should be identified

here.

ID

Nam

e of Equipment C

harge D

escription 1

VoIP Adapter (IAD)

Model M

P-112 VoIP Internet Access Device (IAD

) 2

VoIP Hard Phone

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

itch w/Pow

er Supply and POE

3 V

oIP S

oftphone C

ounterpath Bria V

oIP Softphone 4

5

6

7

8

9

10

ATT HCC RFP Solution and Pricing

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Transcript of ATT HCC RFP Solution and Pricing