Cloud-Based Contact Center Infrastructure Services

REQUEST FOR PROPOSALS

Cloud-based Contact Center Infrastructure Services

Issued September 12, 2016

1 Responses due October 14, 2016 by 4:30 p.m. CST

Table of Contents

3 I. Introduction

The State Universities Retirement System (SURS) maintains a contact center with a full-time staff of 16 having requirements of utilizing up to 18 additional part-time staff. We utilize a Toshiba PBX model CIX670 with ACD, Call Manager, Tracer and Taske. The contact center operates from 8:00 a.m. to 4:30 p.m. five days per week receiving approximately 10,000 calls per month with an average duration of four – five minutes. All primary agents reside and work out of a single office in Champaign, Illinois. Two part-time agents work out of a satellite office in Naperville, Illinois. They are supported by a custom in-house developed pension administration system developed and residing on an IBM iSeries and IBM FileNet for content storage and management.

Through this request for proposal (RFP) SURS seeks a qualified provider of Cloud-based Contact Center Infrastructure Services to replace the existing contact center technology. The goal is to improve contact center performance as well as customer satisfaction. Scheduled implementation is planned for early 2017.

II. Description of SURS

SURS is the administrator of a cost-sharing multiple employer public employee retirement system that provides retirement, survivor, disability and death benefits for employees of Illinois state universities, community colleges, and certain other affiliated organizations and agencies. SURS was created in 1941, by an act of the Illinois General Assembly, and is governed by the Illinois Pension Code (40 ILCS 5/15-101 et seq.). SURS provides benefit services to over 220,000 members (approximately 163,000 active and inactive, as well as 57,000 annuitants) who work for 61 employers. SURS is responsible for investing assets of more than $16 billion in a diversified portfolio of U.S. and foreign stocks, bonds, real estate and alternative investments. SURS also administers a defined contribution plan, the Self-Managed Plan, which currently has assets of approximately $1.6 billion. Northern Trust serves as SURS’ Master Trustee Custodian. An elected and appointed, eleven-person, board of trustees, governs SURS. The chairperson of the board of trustees is, by statute, the chairperson of the Illinois Board of Higher Education. Five members of the board are appointed by the governor of the state of Illinois. The remaining six members of the board are elected by participating members (four individuals) and annuitants (two individuals). SURS trustees serve six-year terms. SURS is funded by participant payroll deductions and annual employer contributions provided by the state of Illinois. By statute, SURS is defined as a “body politic and corporate” created under Article 15 of the Illinois Pension Code. SURS currently employs approximately 130 staff, located in two offices in Champaign and Naperville, Illinois. Two SURS employees are located in the Naperville office. The remainder of SURS employees are situated in the Champaign office. A copy of SURS -most recent Comprehensive Annual Financial Report (CAFR) is available for review, or to download, at www.surs.org.

4 III. Services Required The proper cloud-based solution will provide SURS a reliable and cost effective omni-channel infrastructure with multi-channel capabilities including the ability to handle calls, email, chat, and SMS. The solution should include basic skills-based routing, virtual callback, a flexible contact center reporting module, 100 percent audio recording and quality management capabilities. It should accommodate 34 users.

IV. Proposal Questions Please provide a summary of your proposed solution as well as responses to the following. A. Architecture and Technology Architecture 1. Provide a description of your proposed solution architecture, including network components and diagrams. Include a description of telecom requirements and how the solution will interface with existing technology. 2. Describe historical reliability and availability statistics as well as capabilities provided in the event of down time or telecom failures. Technology 1. Describe workstation requirements, browser compatibility if used any client requirements (thin or thick), any third party software requirements and examples of application screens. Include OS and virtual machine compatibility. 2. Describe how your system will interface with our current Toshiba PBX. Describe how calls will flow. Include descriptions and diagrams of physical interfaces to the PBX and your cloud services infrastructure. 3. Describe how calls may be transferred (both warm and cold) from the contact center to other PBX extensions and vice versa if possible. 4. Describe the need for any required gateways, their capacities and connectivity requirements. 5. Describe your ability to support disaster recovery operations. 6. Describe your ability to capture ANI and caller-id for incoming calls and what is reported on outgoing calls if your solution can control that. 7. Describe how your system performs with industry standards for sound fidelity, jitter, packet loss and latency and other routinely used performance metrics.

Security 1. Describe the security features of your solution including the number of places requiring a login. 2. Do your logins support LDAP? 3. Describe how your company’s security policies are compliant with any relevant industry standards. 4. Describe your solution’s system administrator capabilities. 5. Describe your systems management tools including:  System performance monitoring  Administrative tools for designing call / contact flow

5  Administrative tools for recording / importing announcements  Administrative tools for monitoring and filtering of alarms  Administrative tools for creating dashboards and real-time statistical monitoring

B. Contact Center Features and Functions In-Bound Call Routing / ACD 1. Describe the capacity of your solution in terms of:  Configured agents & scalability  Queues  Routing schemes  Number of steps per routing scheme  Music on hold choices  Number of messages that can be played while on hold  Available information and other capabilities while on hold 2. Describe how your system supports routing based on ANI, DNIS and options selected in IVR. 3. Describe how your system supports skills-based routing. 4. Describe the capabilities of prioritizing calls including dynamically such as age of call. 5. Describe how calls can be routed to the last agent spoken with. 6. Describe the option for handling a call that is not answered by an agent. 7. Describe how service levels can be defined for inbound queues. 8. Describe your system’s ability to force an agent’s state. 9. Describe your system’s ability to set an agent to “unavailable” if a prior call is not answered. 10. Describe how different messages can be played based on queue statistics and wait time. 11. Describe how your system informs callers of their place in queue and projected wait time. 12. Describe caller’s ability to leave a voicemail message or receive a call back. 13. Describe your system’s callback features with specifics on triggering its offering and any options the caller has for scheduling call backs. Outbound Dialing 1. Describe the features of your outbound calling functions 2. Describe how your system supports blending of inbound and outbound calls Email Routing and Management 1. Describe how your system routes emails. 2. Describe how the system can integrate with CRM applications. 3. Describe how emails are assigned to agents or queues. Is this based on the mailbox to which it was set? Is analysis based on subject-line content or message content? 4. Can agents select specific emails from the queue? How is this managed? 5. Describe your method for managing service levels for reply messages. 6. Describe how message priority is assigned (for example, by time since received, subject). How can the priority of an email be escalated? 7. Describe how emails are archived and how supervisors and/or agents can access archived responses. Can emails be printed? 8. Describe the system's ability to support automatic acknowledge messages and agent

6 response templates. Does the system use a standard versus a proprietary email client? 9. Describe how your email system supports integration to common email systems, including compliance with email integration standards. Does your system require its own email server, or can it leverage existing corporate email resources? 10. Describe your system's ability to prepopulate common greetings and answers. 11. Describe how emails are kept secure. Web Chat Routing 1. Describe how your system routes web chats. 2. Describe how the system integrates with CRM applications. 3. Describe how web chats are assigned to agents or queues. 4. Can agents select specific web chats from the queue? How is this managed? 5. Describe your method for managing service levels for reply messages. 6. Describe how chat session priority is assigned (for example, by time since received, subject and so forth). How can the priority of a web chat be escalated? 7. Describe how chat sessions are archived and how supervisors and/or agents can access archived responses. Can web chats be printed? 8. Describe the system's ability to support automatic acknowledge messages and agent response templates. 9. Does the system use a standard versus a proprietary web chat client? 10. Describe your system’s ability to transfer a chat session to another agent or supervisor. 11. Can web chat sessions be easily shared with customers? 12. Describe how web chats are kept secure. SMS Routing 1. Describe how your system routes Short Message Service (SMS) messages. 2. Describe how your system supports two-way SMS messaging. 3. Describe how your system supports SMS messaging with mobile phones. 4. Describe how the system integrates with CRM applications. 5. Describe how SMS messages are assigned to agents or queues. 6. Can agents select specific SMS messages from the queue? How is this managed? 7. Describe your method for managing service levels for reply messages. 8. Describe how SMS messages are archived and how supervisors and/or agents can access archived responses. Can SMS messages be printed? 9. Describe the system's ability to support automatic acknowledge messages and agent response templates. 10. Does the system use a standard versus a proprietary SMS messaging client? 11. Describe how SMS messages are kept secure. Multimedia Routing 1. Can multiple types of objects, such as phone calls, emails and web chats, be placed in the same queue? Please describe. 2. Describe how the system provides a visual indication to the user of the type of object that is in the queue. 3. Describe how different types of objects can be assigned different priority levels in the queue. 4. Describe how queue objects can be routed differently based on their type; for example, can phone calls be routed to one skill set as opposed to emails? 5. Describe how queue objects can be escalated to a supervisor if they have not been

7 processed in a sufficient time frame. 6. Describe the tool(s) used to administer the different media types, including business rule management. Interactive Voice Response 1. Do you provide a voice prompter/auto attendant? 2. Is your voice prompter/auto attendant provided by your full featured IVR? 3. Briefly describe your system's IVR capabilities, including integration with the ACD. 4. Describe your IVR's default database. 5. Describe how your IVR can connect to external data sources, such as enterprise application databases and web pages. How many can be supported at one time? 6. Describe how your IVR can collect both alpha and numeric input. 7. Describe how your IVR can support multiple languages. 8. Describe the management tools for configuring and modifying call flows and prompting. 9. Describe the skill set needed to utilize your IVR management tools. Post Call-Surveys 1. Describe your system's ability to support post-call surveys, including the options available to trigger the survey, how/where the data collected is stored, and the reporting and analytics available for this data. 2. Can surveys be generated for interactions other than phone calls such as web chat and email? 3. Please describe the process for developing and publishing survey questions. 4. Can multiple surveys be conducted for different market segments?

C. Contact Center Administration Tools Agent Desktop Tools 1. Describe your system's agent desktop environment, including capabilities such as softphone, CRM and other enterprise application integration; the ability to inform agents of relevant queue status; and the ability to inform agents of their own performance relative to performance targets and the team performance. Provide screen shot examples. 2. Describe how agents can alert supervisors of problem calls. 3. Describe the environment used for developing agent desktops. 4. Describe how thin- and/or thick-client interfaces are supported. 5. Describe how agents can transfer/conference a call to another agent, subject matter expert, or external number, and indicate whether this process can be automated. 6. Describe how agents can view scripts. 7. Describe how agents can switch between skill groups or activities (for example, between media types, or from inbound to outbound call support). 8. Describe how agents can switch between different CRM and other enterprise databases, and open new applications or web browser sessions from within the agent desktop application. 9. Describe how agents can utilize internal chat among agents. Remote (Tele-Worker) Agents 1. Describe your ability to support remote, work at home, and call center agents with IP soft phones, digital, and/or analog sets. 2. Describe the remote user functionality; list any limitations for remote workers in comparison to on premise ACD agents.

8 3. What equipment is required at the remote worker’s location to successfully implement the system? 4. Can the supervisor monitor / record calls handled by remote workers? 5. Are call related statistics from the remote worker integrated with the overall reporting or are they separate? 6. Describe any changes to the agent desktop environment for agents that work remotely. Supervisor Desktop Tools 1. Describe the supervisor's desktop application, including how it provides for the monitoring of agents and inbound call/contact volumes and the status of associated agents in real time. Provide screen shot examples. 2. Describe how the supervisor can change an agent's status (for example, from "after-call work" to "ready"). 3. Describe how the supervisor can have visibility of agents to monitor performance and make changes to agents' skills assignments. 4. Describe how your supervisor desktop application enables supervisor-to-team scrolling messages. 5. Describe the environment used for developing supervisors' desktops. 6. Describe how thin- and/or thick-client interfaces are supported. How can the application be accessed by a tablet or other mobile device? How can the application be accessed from anywhere on the network? 7. Describe how the supervisor desktop tool can be used to alert the supervisor to agents experiencing problem callers in real time. 8. Describe how the supervisor can use the desktop tool to quickly listen in on agent phone interactions and provide coaching or barge in when necessary. 9. Describe how the supervisor can implement changes, additions and deletions to things such as contact routing flows, agent skills, IVR menu trees, dialing campaigns, announcements and so forth. 10. Describe the process of moving agents from one team to another on your system. When agents are moved, can the agents' preferences and skills stay with those agents? 11. Describe the options available for setting alarms for longest call in queue and number of calls in queue (among others) and option for alerting staff and or supervisors. 12. Describe the tools your system has for quality management including methods of evaluating and scoring agent interactions. Provide screen shots. Real-time Monitoring and Reporting 1. Describe your system's ability to provide real-time monitoring and reporting of agent activity and overall contact center performance. Include a description of the information available to supervisors regarding workgroup and team performance, as well as the ability to drill down on individual agent activity and listen to specific calls. Please provide screen shot examples. 2. Describe how access to specific real-time reporting data can be limited to specific users. 3. Describe how supervisors can create real-time alerts based on contact center statistics. 4. Describe the information available to supervisors and/or agents regarding calls/contacts in queue (for example, caller name, caller ID or ANI, duration of call, and so forth). 5. Describe the summary information regarding the queue in real time (for example, number of calls in queue, longest call waiting, service level and so forth). 6. Describe all summary statistics and standard real-time reports available.

9 7. Describe how real-time statistics can be displayed in graphic form. 8. Describe how supervisors can move contacts in real time from one queue to another queue on their screen, or move a contact to an available agent to get it answered/responded to. Historical Reporting 1. Describe your system's ability to provide historical reporting of agent activity and overall contact center performance. Include a description of the information available to supervisors regarding workgroup and team performance, as well as the ability to drill down on individual agent activity. Please provide report samples. 2. Describe your system's reporting architecture, including database formats supported. 3. Describe how access to specific historical reporting data can be limited to specific users. 4. Describe how reports can be scheduled and distributed to a common set of recipients. 5. Describe all summary statistics and standard historical reports available. 6. Describe how reports can be customized. 7. Describe the database structure supporting real-time and historical reports. Indicate how the running of detailed historical reports will not impact real-time reporting. 8. Describe the system’s capability of exporting performance data to spreadsheets and other databases. Wallboard Displays 1. Describe your system's ability to display real-time reporting data on a wallboard through a dashboard ticker or TV screen. 2. Describe how real-time contact center performance data can be displayed as compared with service-level and KPI targets. 3. What third-party wallboard systems do you support? Call Recording 1. Describe how your system can support 100 percent call recording 24/365. Describe how every call is recorded so that not a single call will be unrecorded without generating an alarm. 2. Describe the recording architecture supported by your system. For example, does it support both station-side and trunk-side recording for both the recording of the caller and the agent experience? Can the system record a call between agent and supervisor when the agent puts the caller on hold? 3. Describe your system's ability to record agent desktop screens, including multiple screens and in a virtual desktop environment, including any ability to record screens in after-call work mode. 4. Describe your system's ability to store call recordings. For example, can it store calls for 90 days and support an automated process to purge or archive calls based on a set of rules? 5. Describe the format the call and screen recordings are stored in (for example, MP3, WAV and so forth). 6. Describe how your system enables supervisors to access recorded calls and call details. 7. Describe how your system leverages CTI and GUID information to index calls for retrieval. 8. Describe your system's ability to record a call end to end, even if it is transferred. 9. Describe options for not recording sensitive data, along with options for encryption.

10 D. Implementation, Training and Support System Installation 1. Describe your implementation strategy, including:  Average time frame of implementation  Responsibilities of SURS during implementation  Resources required from SURS 2. Describe your company's ability to provide pre-installation and post-installation consulting. 3. Describe any services that your company offers to complement the proposed solution. 4. Describe the key deliverables your project team typically provides. 5. Identify and describe the role of any third parties that your company plans to employ to implement all or specific parts of the proposed solution. 6. Describe your company's process for documenting the system deployment, including relevant system configuration and customization. 7. Describe the best practices that your company employs to realize maximum benefits during initial implementation. Training

1. Provide an overview of your company's customer training program. Include:  Where the training is conducted  Courses available  Options for customized training  Train-the-trainer programs  Online training options  Instructor qualifications System Maintenance and Support 1. Describe how your company's customer service is organized and how it operates. Include:  Options for help desk availability and response times  How the help desk is reached  Process for handling escalations  Availability and requirements for remote support 2. Describe the level of experience of your company's help desk personnel. 3. Describe the SLAs supported by your organization and any compensation provided for missed delivery. Does your company support a service level of 99.9% or greater? 4. Describe how support will be provided and coordinated for any aspects of your solution that are to be supported by a third party. 5. Describe your company's maintenance offerings. Include:  Whether upgrades are included in the subscription fees  How and how often upgrades are conducted 6. Describe the responsibilities your company takes to implement software patches or updates. Are they tested and certified in your lab? 7. Describe your company's test environment resources available for pre-testing any

11 proposed changes to the system.

E. Miscellaneous Questions 1. This RFP does not include telephony services. Can you provide those directly? If “No” then can you provide them through a third party?

V. Proposal Content

At a minimum, the proposal must include the following information to be considered for the engagement. For ease of review, each requirement should be addressed in a separate section. The proposal should include a table of contents. Failure to provide information in the prescribed format may result in rejection of the proposal. All responses will be subject to verification for accuracy. Proposals containing false or misleading information will be rejected.

Cover Letter

A cover letter, which will be considered an integral part of the proposal package, in the form of a standard business letter, must be signed by an individual authorized to bind the proposer contractually. This cover letter must indicate the signer is so authorized, and must indicate the signer’s title or position. An unsigned proposal will be rejected. The cover letter must also include:

a. A statement that the proposal meets all requirements of this RFP, and that the offer tendered by the proposal will remain in full force and effect until, and may be accepted by SURS at any time prior to 30 days beyond the deadline for submittal.

b. A disclosure of any current business relationship or any current negotiations for prospective business with SURS, or with any member of the board of trustees or SURS staff, or any party currently rendering services to SURS.

c. A statement that the proposer acknowledges that all documents submitted in response to this RFP may be subject to disclosure under the Illinois Freedom of Information Act and/or the Illinois Open Meetings Act.

Responses to Proposal Questions

Proposers must provide complete responses to information sought in Section IV.

Statement of Minimum Qualifications

Proposers must complete and return the Minimum Qualifications Certification in the form contained in Appendix A.

Firm Information

The questionnaire contained in Appendix C to this RFP must be completed and returned as part of the proposal

Fee Proposal

Proposers must submit their fee in the format prescribed in Appendix D. Any deviation from the prescribed format which in the opinion of SURS is material may result in the rejection of the proposal. The proposed fee shall include all costs and expenses for providing the services to SURS as described in this RFP. Once finalists are selected, fees may be subject to a “best and final” offer process to be determined at the discretion of the System.

The fee proposal must expressly state that the proposed fees are guaranteed for the term of any resulting contract.

Contract

This request for proposal is neither a contract nor meant to serve as a contract.

It is anticipated that one or more of the proposals submitted in response to this Request for Proposal may be selected as the basis for negotiation of a contract with the proposer. Such a contract is presently contemplated to contain, at a minimum, the terms of the proposal submitted, as finally negotiated and approved by the System. SURS reserves the right to negotiate additions, deletions, or modifications to the terms of proposals submitted.

VI. Submission of Proposals

All proposals must be received no later than the deadline stated in the Anticipated Timeline and Contact Information section. Submissions must be made via email to the identified contact person by the stated deadline. Only email submissions will be accepted.

The proposals become the property of SURS upon submission. All costs for developing proposals and attending presentations and/or interviews are entirely the responsibility of the proposer and shall not be chargeable to SURS.

Only one proposal from an individual, firm, partnership, corporation, or combination thereof, will be considered for this assignment.

VII. Evaluation Process

Pre-Evaluation Review

All proposals will be reviewed to determine if they contain all the required submittals specified in this RFP. Those not submitting all required information in the prescribed format will be rejected.

Proposal Evaluation

Proposals that pass the pre-evaluation review will undergo an evaluation process conducted by SURS staff. SURS will consider the following various elements in the decision process, ranked in no specific

13 order, and will render a decision based on the perceived best value for the engagement. Fees will be one of the determining factors in this decision but will not be the primary determinative. Proposals will be evaluated based on criteria including:

• Understanding of the services requested • Soundness of the approach and quality of the proposed services • Firm qualifications including established record of success in similar work • Individual qualifications of the assigned staff • Proposed deliverables • Cost

During the evaluation process, proposers may be requested to provide additional information and/or clarify contents of their proposal. Other than information requested by SURS, no proposer will be allowed to alter the proposal or add new information after the filing date.

VIII. Anticipated Timeline and Contact Information*

SURS Contact Information: Suzanne Mayer [email protected] SURS 1901 FOX DR CHAMPAIGN, IL 61825-2710

Anticipated Timeline:

Date RFP Issued September 12, 2016

Deadline for Responder Questions September 27, 2016

Response to Questions submitted by SURS October 3, 2016

Deadline for Submitting RFP Response October 14, 2016

Proposal Evaluation October 17-November 23, 2016

Vendor Selected November 28, 2016

Anticipated Contract Start Date February 1, 2017

*Subject to change at SURS discretion

14 IX. General Conditions

Clarification of the RFP

If a proposer discovers an error or has a question regarding this RFP, the proposer should notify the SURS contact person listed in the previous section in writing at the email address listed above. If deemed necessary or appropriate at the System’s discretion, SURS may clarify or modify any part of this RFP by posting notice on the SURS website prior to the proposal deadline.

Restrictions on Communication

Proposers must not discuss or share the contents of their proposals with other potential proposers. Other than existing normal business matters, respondents, potential respondents, or their representatives should not contact anyone at SURS (including SURS staff, members of the SURS advisory committees and members of the SURS board) other than the individual assigned to the RFP listed above in section VII. In addition, respondents must not discuss this RFP with any employee of SURS’ custodian, managers, legal counsel, or other advisors or persons/entities having contracts or other affiliations with SURS.

FAILURE TO OBSERVE THIS RULE IS GROUNDS FOR DISQUALIFICATION Reservation of Rights

SURS reserves the right to withdraw this RFP, to accept or reject any or all proposals submitted, and to waive any immaterial deviation, defect, or irregularity, whenever it would be in the best interest of SURS to do so. Waiver of an immaterial deviation shall in no way modify the Request for Proposal or excuse a proposer from full compliance with all RFP requirements.

Proposals that contain false or misleading statements or that provide references which do not support an attribute or condition claimed by the proposer will be rejected. Issuance of the Request for Proposal creates no obligation to award a contract or to pay any costs incurred in the preparation of a proposal. Nothing in this RFP or any resulting contract shall preclude SURS from procuring services similar to those described herein from other sources.

No Confidentiality

Proposals and all materials submitted in response to this RFP cannot be considered confidential. All proposals and related materials will be retained by SURS and will be subject to disclosure as required in accordance with the Illinois Freedom of Information Act, 5 ILCS 140. Any trade secret or confidential material must be labeled as such.

If, in response to this RFP, trade secrets or commercial or financial information are furnished under a claim that they are proprietary, privileged or confidential and that disclosure of the trade secrets or commercial or financial information would cause competitive harm to the person or business responding to this RFP, such claim must be clearly made and such information must be clearly identified. (5 ILCS 140/7 and 7.5) Responses to this RFP with every page marked as proprietary, privileged or confidential will not satisfy this requirement. Bidders are required to make a good faith attempt to properly identify only those portions of the response that are truly furnished under a claim

15 that they are proprietary, privileged or confidential and that disclosure of the trade secrets or commercial or financial information would cause competitive harm to the person or business responding to this RFP. However, such a claim is not definitive. SURS has the right and obligation to determine whether such information is exempt from disclosure under the Illinois Freedom of Information Act and no information will be considered or determined by SURS to be proprietary, privileged or confidential unless it is identified and separated as indicated herein. (5 ILCS 140/7 and 7.5)

Equal Opportunity

SURS does not discriminate because of race, color, religion, creed, sex, sexual orientation, age, marital status, military status, certain unfavorable discharges from military service, political affiliation, citizenship, ancestry, national origin, physical or mental handicap or disability or any other characteristic protected by law. It is the System’s intent to comply with all state, federal, and local equal employment and opportunity laws and public policies.

Reference Checks

Reference checks may be conducted for each finalist. Please provide reference authorization letter in the format prescribed in Appendix B.

16 Appendix A: Statement of Minimum Qualifications

(Firm Name) ______certifies that it meets the following minimum qualifications.

Please initial each as applicable.

1._____ Stated firm/individual has a minimum of five years’ experience providing Cloud- based Contact Center Infrastructure services.

2._____ Stated firm/individual has had at least five Cloud-based Call Center Infrastructure implementation clients of a similar size to the SURS within the last two years.

Signed: ______Date: ______

Title: ______

17 Appendix B: Reference Authorization Letter [On prospective firm letterhead]

[Month, Day, Year]

[Reference Name] [Reference Title] [Company Name] [Reference Address] [City, State, Zip]

Dear [Reference Name]:

(Prospective Firm Name) has submitted a proposal to the State Universities Retirement System of Illinois (“System”) with regard to providing Cloud-based Call Center Infrastructure Implementation services. The System is conducting its due diligence with regard to (Prospective Firm Name). Through this written authorization, (Prospective Firm Name) hereby authorizes any individual, business, corporation, retirement system, state agency, or other entity to release any facts and information it may have concerning (Prospective Firm Name), its principals, employees and agents, to the System.

A copy of this authorization may be used as if it were an original. Thank you for your assistance.

Sincerely,

(Prospective Firm Name)

(Authorized Signature and Title)

19 Appendix C: Firm Information

The following questionnaire must be completed and included with your response to this RFP. Type your responses in the same order as the questionnaire, listing the question first followed by your answer.

Contact and Company Information

Name of Firm: ______Mailing Address: ______City: ______State: ______Zip Code: ______Phone:______Fax: ______

Federal Employer Identification Number: ______

Contact Person(s): Name: ______Phone: ______Title: ______Fax: ______Email: ______Website: ______

Firm Background

1. Please provide a general description and history of the firm, its operations (please include any history of mergers and/or acquisitions), year founded, ownership structure, biographies of the principals and percentage ownership by current employees.

2. Briefly describe your firm’s background and history of performing Cloud-based Call Center Infrastructure Implementation Services.

3. How many professionals are employed by your firm and what is their level of experience and professional credentials?

4. Please list the firm’s professional staff that you perceive to be assigned to this engagement and an estimated timeframe for completion.

5. Describe the turnover at the firm over the past five years.

Client Relationships

1. Please provide three references (preferably one from a public pension fund client) from engagements that your firm has conducted in the last two years. By providing references, the proposer authorizes SURS to contact the reference to inquire about the proposer’s services.

20 Appendix D: Fee Proposal

Please provide complete pricing as described below.

Pricing  Describe your pricing model.  Please include pricing for one, two and three year options.  Please specify if licenses are for concurrent users or named users.  Please specify price per user.  Please list all costs associated with implementation.  Please break out one-time and ongoing costs.  Please include detailed pricing for all functions listed below and indicate whether they are standard or optional. o voice o email o chat o SMS o 100% audio recording o voice prompter/auto attendant o custom reporting o quality management o survey tool  Please provide detailed pricing for any other optional items.  Describe your ordering and billing process.