RFP - IP Telephony & Contact Center v1

IP Telephony and Contact Center RFP

Request for Proposal Frame Agreement for IP Telephony and Contact Center “

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The information contained herein herein is the property of “TRUE ” and is provided on condition that it will not be reproduced, copied, copied, lent or disclosed, directly or indirectly, nor used for any purpose other than that for which it was specifically furnished. Any copyright included within within this document shall remain at all time the sole property of TRUE , Thailand “

” ”

Author

Sanphasak Nitinthorn Nitinthorn

Category

Specification

Division Division

Telephony System Control

Department

Customer Management / Technical & Infrastructure

Confidential Confidential Status

Confidential Confidential

Document Reference Document Revision

1.0

Page 1 of 38

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Document Control Document Release History Version

Changes/Updates Changes/Updates

Prepared by

Released Date

0.1

Initial draft

Suriya Sanboriboonsuk

Oct 31,2012

0.2

Initial Initial Final

Sanphasak Nitinthorn

Nov 28, 2012

1.0

Revised Final


Dec 14, 2012
















Approval and Responses Approved by Sanphasak Nitinthorn

Wilai Taseethong

Oranuj Khunvasi

Position Assistant Director Telephony System Control

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Acting Deputy Director Director Technical & Infrastructure Infrastructure Director Customer Management
















Distribution List Name

Position

Vatcharakong Phattharakritthikhun Phattharakri tthikhun

IT Specialist Telephony Development & Platform

Suriya Sanboriboonsuk

Manager Telephony Operation


Assistant Director Telephony Telephony System Control

Schedule st

RFP Issue Period:

1 week of December 2012

Proposal Submission Period:

3 week of January 2013

Bidder Presentation & Clarification Clarific ation Period:

4th week of January 2013

Selection Period:

February 2013 - March 2013

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Table of Content 1.

INTRODUCT INTRODUCTION ION .................................................. ........................................................................... ................................. ........ 4

2.

PUBLICITY PUBLICITY ................................................. ........................................................................... .......................................... ................ 4

3.

BIDDER'S BIDDER'S RESPONSIB RESPONSIBILITY ILITY ................................................... ............................................................... ............ 4

4.

SCOPE OF WORK.............................. WORK........................................................ .................................................. ........................ 5

5.

DEFINITIONS DEFINITIONS.............................................. ........................................................................ .......................................... ................ 5

6.

LANGUAGE OF THE PROPOSAL ....................................................... 6

7.

STATEMENT OF COMPLIANCE .......................................................... 6

8.

REQUIREMEN REQUIREMENTS....... TS................................. .................................................. ................................................. ......................... 7

9.

PROJECT PROJECT STRUCTUR STRUCTURE......................... E.................................................. .............................................. ..................... 9

10. WARRANTY, AFTER WARRANTY SUPPORT AND DEFECTS AND TECHNICA TECHNICAL L SUPPORT SUPPORT ............................................... ........................................................................ ................................. ........ 9 11.

OWNERSHIP AND RISK OF LOSS............... ....... ................ ................ ................ ................ ............. ..... 10

12.

INSURANCE INSURANCE ............................................... ......................................................................... ........................................ .............. 10

13.

UNDUE UNDUE INFLUENCE INFLUENCE .................................................................... .......................................................................... ...... 11

14.

RIGHT OF CHANGES CHANGES ...................................................................... ........................................................................ .. 11

15.

NOTIFICATION OF AWARD .............................................................. 11

16.

RIGHT TO ACCEPT ACCEPT OR REJECT ANY OR ALL PROPOSALS ......... ........ . 12

17.

COST OF PROPOSAL PREPARATION AND SUBMISSION ............. ........ ..... 12

18.

COMMERCIA COMMERCIAL L TERMS ............................................................... ...................................................................... ....... 12

19.

PROPOSAL PROPOSAL SUBMISSION SUBMISSION .............

14















1.

INTRODUCTION This document specifies the proposals required from suppliers for the provision of Call Center Telephony System for True Corporation. True Corporation is looking to find the supplier to propose the new telephony system with high reliability or expand the existing system for Harbor Mall Chonburi and CP Land Khon Kaen site. In case of the new telephony system with the high reliability must be integrated seamlessly with the existing telephony system (Avaya) as if of the same single system and functions are similar or better than the existing telephony system. The new telephony system with high reliability must serve BCP (Business Continuity Plan) and able to recover system quickly quickly if the system go go down or or the system failure. To have a better understanding of the requirements to support True others projects are also included into this RFP. Therefore this RFP will will consist of the following separately funded projects: 1.1 1.2 1.3 1.4

Chonburi Site (Harbor Mall) 650 seats. Khon Kaen Site (CP Land) 900 seats CTI upgrade/replacement upgrade/replacement 1,700 concurrent licenses IVR Intervoice IQ Talk 3.x replacement 45 E1s supporting Fax, VXML 2.x and VXML 3.x. 1.5 Conversion of TDM Trunks 200 E1s to SIP for trunks related to CM which will enable True to perform Intelligent Customer Routing (ICR). Note: To have even a bigger pictures of True direction there are additional project that are in the work plan such as: 2.1 Predictive Dialer of 500 ports. 2.2 Speech enable project. 2.3 Nice Interaction Analytic 2.4 Voice biometric for authentication and verification 2.5 Voice recording deployment of 700 ports 2.6 Screen capture project

2.

PUBLICITY The Bidder shall not implement the solution without the prior written consent of the Purchaser advertise or publicly announce that they are undertaking any work for the Purchaser. The Bidder shall not disclose details of this RFP or any information provided to them by or on behalf of the Purchaser.

3.

BIDDER'S RESPONSIBILITY 3.1.

The Bidder has full responsibility to propose the best or appropriate solution which fit the the Purchaser’s requirements as as stated in this RFP. If any requirement is found to be impractical or deficient in anyway, the Bidder shall propose own detail of solution as deemed appropriate. appropriate.

















submitted with the Proposal and subject to approval by the Purchaser. The Purchaser reserves the right to accept or reject the proposed Bidders. 3.3.

The Bidder shall remain remain full responsibility responsibility to the Purchaser for the work performed performed by Bidders.

4.

SCOPE OF WORK This RFP is intended to specify requirements for Contact Center solutions. The response to the RFP shall include the compliance statement to Annex 1 onwards. In order to provide the better understanding, understanding, the Bidder shall include the overall picture, product description, feature lists, project plan of the Contact Center solutions. The Bidder shall provide system to support multiple business units which include True Move, Real Move, True Online, True Vision etc. with estimated price for the total of the solution and price breakdown. However, in the response, it shall be proposed the solution and/or provide the information which may not be specified in this document, but it is vital to be notified the Purchaser for the future services in term of flexibility, expansion, standardization, technology roadmap and market trend.

5.

DEFINITIONS API

Application Programming Programming Interface

ACD

Automatic Automatic Call Distribution

ANI

Automatic Automatic Number Identification

CDR

Call Detail Record

CLI

Calling Line Identification

CTI

Computer Computer Telephony Integration

DID

Direct Inward Dialing

DNIS

Dialed Number Number Identification Service

DR

Disaster Recovery

















6.

SMS

Short Message Services

SMTP

Simple Mail Transfer Protocol

SNMP

Simple Network Management Protocol

LANGUAGE OF THE PROPOSAL The Proposal, as well as the accompanying accompanying documents documents shall be in English.

7.

STATEMENT OF COMPLIANCE 7.1.

It is mandatory mandatory that the Bidder shall submit a Statement Statement of Compliance to Purchaser.

7.2.

The Bidder shall respond to all specified commercial commercial and technical requirements.

7.3.

In the Statement Statement of Compliance Compliance the Bidder shall clearly state either; (A)

Meet the requirements requirements of the RFP fully, and the reason; (Full Compliance or FC). If Full Compliance identify whether whether the proposed solution meet the requirements requirements without any additional cost

(B)

Meet the requirements requirements of the RFP partially or by an alternative, but similar solution and the reason thereof; ( Partial Compliance or PC)

(C)

Cannot meet the requirements of the RFP, and the reason why not; (Not Compliance or NC)

(D)

Require development to meet the requirements of the RFP and the reason thereof; (Required Development or RD)

7.4.

The Purchaser reserves the right to presume ‘non compliance’ for t he item that lacks sufficient clarification.

















8.

REQUIREMENTS The Existing System Diagram

Contact Center Configuration Summary The existing system

System

Brand

Version

Physical Interface Connectivity

User Licenses

Note

PABX

Avaya Communication Manager

5.2.1

TCP/IP

9500

High Availability

ACD

Avaya

5.2.1

TCP/IP

5400

High Availability

















The New Requirements

Contact Center Configuration Summary The New Requirement

System

Brand

Version

Physical InterafaceConnectivity

User Licenses

Note

PABX

NA

NA

TCP/IP

9500

High Availability

ACD

NA

NA

TCP/IP

5400

High Availability

ACD Reporting

NA

NA

TCP/IP

1700 agent seats/240 sups

High Availability

Locations Tayan Building (True Tower 2) 

Tayan building is the main site site which all of Avaya servers, the existing adjunct and other thirty party servers located. True Corp needs to make sure that it works well and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products such as CTI, Voice recording, recording, PDS etc..

CP Tower 2 (Fortune) 

CP2 Tower 2 is the second site which supports 30% of customer management agents in Bangkok. It is also the main site for True Touch (Outsource Call Center). True Corp needs to make sure that it should work and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products.

True Tower 

True Tower Tower is non CM users such as Network Operation Center team that support least line customer, True IT help desk, True marketing research team etc. True Corp needs to make sure that it works and integrated simultaneously with Avaya Communication Communication Manager Manager 5.2.1 and the existing existing adjuncts products. products.

















Mahanakorn Gypsum Building 

Mahanakorn Gypsum Building is CM True Move, Real Move (TMV-H). True have planned to decommission this site around midyear of 2013. True Corp needs to make sure that it works and integrated simultaneously with Avaya Communication Manager 5.2.1 and the existing adjuncts products.

Harbor Mall (Sriracha, Chonburi) 

Harbor Mall Mall is the active and DR (Disaster Recovery) site, telephony server and and ACD server this this site will take over all sites instead instead of the main telephony telephony and the main ACD. Total seats capacity for this site is 650 seats.

Khon Kaen 

9.

This site site is scheduled scheduled to be completed completed by April April 2013. 2013. Total seats capacity for this site is 900 seats.

PROJECT STRUCTURE The Bidder shall provide at least the following information to ensure the capability to deliver the project.

10.

(A)

Project Structure and Manpower

(B)

Technical Support both local and overseas

(C)

Profiles of Key people

(D)

Responsibility Matrix

(E)

Escalation Process related to project delivery and implementation implementation

(F)

Project Progress Reporting and Meetings

WARRANTY, AFTER WARRANTY SUPPORT AND DEFECTS AND



















or services not conforming to the specified standards and to require that the successful Bidder, at their own expense, correct or replace such goods or services with conforming conforming goods or services. In t he case of the replacement of any defective goods within the Warranty Period, the above mentioned Warranty Period for the replaced items shall again be applied after the date of final reacceptance. 10.3.

The Bidder shall shall propose the price calculation method method for After After Warranty Support as part of the proposal. The Purchaser reserves the right to decide if to purchase at the later stage.

10.4.

If during the Warranty Period Period any item of the Deliverable is taken taken out of service, the Warranty Period applicable to such item shall be extended further by a period equal to the period that the item is taken out of service.

11.

OWNERSHIP AND RISK OF LOSS 11.1.

Ownership Ownership of all supplies or deliverables shall shall be transferred transferred to the Purchaser upon delivery and acceptance.

11.2.

Risk of loss of all supplies or deliverables deliverables shall be transferred to the Purchaser upon PAC.

12.

INSURANCE

















12.2.

The Bidder Bidder shall comply comply with all terms and conditions of the policies that it is required to maintain under this Contract and with all requirements of insurers in connection with the settlement of claims, the recovery of losses and the prevention of accidents. The Bidder shall bear the cost of all excesses, deductibles, exclusions or limitations applying under such insurance.

12.3.

If the Bidder fails to maintain the insurance insurance required, required, then then the the Purchaser Purchaser may procure and maintain any such insurance, pay the requisite premiums and deduct the amount paid from any monies due to the Bidder, or recover the same as a debt from the Bidder or f orfeit any security.

12.4.

The Bidder shall maintain maintain the following insurance coverage for the period through Final Acceptance, except as stated otherwise:

12.5.

If responsibility responsibility for loss or damage damage cannot be allocated immediately immediately to the rightful party, the Bidder shall assume such responsibility until the loss or damage damage can be all ocated rightfully .

13.

UNDUE INFLUENCE While the Proposals are under consideration, consideration, the Bidders and their representatives or other interested parties are advised to refrain from contacting by any means any personnel or representative of the Purchaser on matters relating to the Proposals

















16.

RIGHT TO ACCEPT OR REJECT ANY OR ALL PROPOSALS 16.1.

The Purchaser does not bind itself to accept the lowest or any any Proposal Proposal and and reserves the right to accept all or any part of any Proposal. The ordering of equipment and services referred to in this RFP shall be entirely at the discretion of the the Purchaser. Purchaser. Any Contract Contract resulting from a Proposal will contain a minimum requirement but other items may be selected from time to time at the option of the Purchaser for the supply at the Proposal Prices. The Bidder shall confirm that this is understood.

16.2.

The Purchaser reserves the right to waive such such formalities in any Proposal as it considers appropriate and to reject any or all the Proposals and to accept the lowest or any other Proposal which is considered to be in the best interest of the Purchaser.

16.3.

True Touch , or its representatives, will not give reasons to any potential

“

”

Bidder why any Bidder was, or was not, selected.

17.

COST OF PROPOSAL PREPARATION AND SUBMISSION SUBMISS ION Each Bidder shall be entirely responsible for and shall bear all costs associated with the preparation and submission of the Proposal and the Purchaser shall have no responsibility or liability in this respect irrespective of whether the Proposal is awarded or cancelled or awarded to the Bidder of the Purchaser ’s Purchaser ’s choice.

















Warranty Bond 





10% of the contract price Submission Submission date: date: On On the sign-off date date of the Final Acceptance Acceptance Certificate (FAC) Period: Cover the warranty period

Terms and Conditions Compensation Compensation of Delay Each day or part there of zero point one percent (0.1%) of the project value Standard Payment Terms 10% Contract Execution vs. Advance Payment Payment Bond 40% Provisional Acceptance Certificate (PAC) 50% Final Acceptance Certificate (FAC) The Bidder shall maintain spare parts & technical support for 5 years Contract Price and Delivery Terms True Touch shall be entitled to withhold taxes, other taxes or any

“

”

deductions (if any) required under Thai laws on all payments payable to the contractor under this agreement.

True Touch shall promptly pay

“

”

such withholding taxes to the appropriate government authorities and shall transmit to the contractor an official tax receipt or other document issued by the appropriate tax officials evidencing such payment

















19.

PROPOSAL PROPOSAL SUBMISSION 

The Bidder's proposal document document shall be submitted into 5 (five) sealed and separated envelopes. o

Commercial Commercial Proposal: Proposal: 1(one) 1(one) signed signed Hardcopy Hardcopy and 1 (one) Softcopy in CD

o

Technical Proposal: 2(two) signed original set and 1(one) Softcopy in CD



The Proposals shall be signed by person(s) duly authorized to bind the Bidder. The Bidder shall submit the requisite power of attorney indicating such authority. Any corrections, deletions or overwriting in the Proposal shall be duly initialled by the person who signs the Proposal. Any amendm amendment, ent, correction, cancellation or suppression of a Proposal by a Bidder shall be before the closing date of Proposals submission being 5.00 PM (ICTIndochina Time, UTC/GMT +7:00 hour), and shall be signed by the same person who signed the original Proposal.



The Proposals shall be addressed to: Mrs. Sasiwan Rungthong Mr. Kittipong Pulsawas Procurement Department 20th Floor, 18 True Tower, Ratchadapisek Road, Huai Khwang, Bangkok 10310. THAILAND.



















20.

ANNEX 1: STATEMENT OF COMPLIANCE COMPLIANCE Requirements

Part A : PABX , ACD System , Adjunct Integration A1 A1 The bidder shall provide non-interruption to the call center during the upgrade and expansion system. A2 A2 The proposed system must have dynamic licensing. We need the basic ACD license at 1,500 licenses. A3 A3 The system has the burst license feature or pay per used feature. A4 A4 The proposed system must have the capabilities to provide a centralized centraliz ed management system. Call center manager manager shall have a capability to monitor multi-site performance from one screen and / or one report. A5 A5 The proposed system must have intelligent functions and features. Describe the advanced features of the proposed system. A6 A6 The proposed system must provide robust and high security control system.

FC

PC

RD

NC

Remark

















Requirements A18 What is the operating operating system of the proposed system can support? UNIX Solaris Linux Windows A19 What are the operating operating systems systems required for the Client side? Windows XP Windows 7 A20 The system support full multi-site multi-site operations. operations.    

 

A21 Does the proposed proposed system system use self-diagnostics? self-diagnostics? A22 What standard standard communication signaling /protocols does your system support? EURO-ISDN ISDN-QSIG QSIG Supplementary Services, DID R2-MFC IP Trunk SIP Trunk A23 The proposed proposed solution solution support support external external music on-hold source source

FC

PC

RD

NC

Remark

















A32.1 Incoming Incoming Call Routing and Overflow. Overflow. Can the system provide the ability to automatically automatically route incoming calls to alternate groups within the ACD dependent upon incoming call volume and/or number of calls waiting in queue, so each group and/or trunk group will have the ability to overflow uniquely, dependent upon business requirements and a rule set in the proposed system? How can the proposed system be set up for this rule? 

A32.2 Incoming Incoming Call Routing and Overflow. Overflow. Can the system use priority queuing queuing to place call in a predetermined order A32.3 Incoming Incoming Call Routing and Overflow Overflow Can the system dynamically change the priority level of a call in response to certain events (i.e. caller's response to a prompt, exceeding a queuing time threshold, etc.)? A32.4 Incoming Incoming Call Routing and Overflow Overflow The proposed system has the priority levels. A32.5 Incoming Incoming Call Routing and Overflow Overflow When overflow occurs, can the system allow for simultaneous scanning to previous groups in order to insure that the call is handled by the first available agent in the primary or secondary group (simultaneous queuing)? 

2.3

















A32.17 Incoming Incoming Call Routing and Overflow Overflow Can the proposed system provide hierarchical group of agents for more than 3 levels from agent to management level? A32.18 Incoming Incoming Call Routing and Overflow Overflow May agents belong to more than one group? If so, how many A32.19 Incoming Incoming Call Routing and Overflow Overflow Does the proposed system use conditional call routing? Please provide a list of the condition that can be used in call routing. A32.20 Incoming Incoming Call Routing and Overflow Overflow List and describe the system variables that can be used by the proposed system to conditionally route calls. A32.21 Incoming Incoming Call Routing and Overflow Overflow Please state the number of priority levels available within call processing tables. A32.22 Incoming Incoming Call Routing and Overflow Overflow The proposed system must have the capability of notifying callers of expected wait times. Describe the basis of cal culating wait time. A32.23 Incoming A32.23 Incoming Call Routing and Overflow What capabilities capabilities are are offered offered for use in following following up on abandoned calls so agent can call back the abandoned caller? A32.24 Incoming Incoming Call Routing and Overflow Overflow Does the system retain the caller’s position in queue after 

















A35.1 SLA Routing Routing Does the proposed system have the SLA Routing Policy? A35.2 SLA Routing Routing Can proposed system separate the agent group to pick up the calls from the same customer group but difference SLA ? True need to compare performance of two skills. A36.1 Agent Agent Rest Interval Does the proposed system allow supervisor to set agent rest interval between calls? A36.2 Agent Agent Rest Interval Can the agent rest interval set by application, agent group, or call center? A67.1 Call Simulator Simulator Does the proposed system allow administrator administra tor to simulate call flow before implementing it in the system? A37.2 Call Simulator Simulator What can be the result of the call simulator, i.e. average call waiting time, abandon rage, service level? A37.3 Call Simulator Simulator Can the audible alerts vary by agent group? A38.1 Incoming Incoming Call Alert. Can the audible alerts vary by agent group? A38.2 Incoming Incoming Call Alert. 

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A41.1 Call Hold / Transfer Can the system transfer calls within the system system (to other other groups, specific agents, administrative staff, or supervisors), and external to the system? If yes, what are the standard interfaces to connect with the external system? A41.2 Call Hold / Transfer Can the system provide call and screen transfer for both within site transfer and among among site transfer? Explain how it is achieved. A41.3 Call Hold / Transfer Does the system provide a dedicated hold button on the agent telephone set? 



















A45.1 AGENT AGENT POSITION FEATURES FEATURES 1.Log-On Identification. Identification. Are agents agents on the proposed proposed system logically defined, defined, rather than requiring a physical telephone extension and termination? A45 .1 AGENT AGENT POSITION FEATURES FEATURES 2. Log-On Identification. Does each agent and supervisor on the system have an individually assigned log-on identification number, which permits individual statistics to be collected by the ACD management information system? A45.1 AGENT AGENT POSITION FEATURES FEATURES 

















A45.2 AGENT AGENT POSITION FEATURES FEATURES 3.Call Work, or W rap-Up Does the system provide a supervisor with a visual indication of agents spending time in this state? If the system is able to differentiate between wrap-up and aftercall states, please explain. A45.2 AGENT AGENT POSITION FEATURES FEATURES 4.Call Work, or W rap-Up Does the system provide call code or transaction code predefined for agent to enter during Call Work mode for tracking call issue? issue? If yes, what is the maximum maximum number of call code the system can define? 



















A45.4 AGENT AGENT POSITION FEATURES FEATURES 3.Supervisory Request for Assistance Is the answering of agent requests for supervisor assistance provided on the supervisor's telephone set on a dedicated button appearance, so that the supervisor may readily identify that an agent requires support? A45.4 AGENT AGENT POSITION FEATURES FEATURES 4.Supervisory 4.Supervisory Request for Assistance. Does the Hard phone LCD or soft phone provide identification of the calling agent to the supervisor? A45.5 AGENT AGENT POSITION FEATURES FEATURES 1.Call Waiting Indicator. 



















A46.1 SUPERVISOR SUPERVISOR POSITION POSITION FEATURES 5.Management Information Reporting. Does the proposed system provide report and monitoring tool via intranet and / or internet? A46.2 SUPERVISOR SUPERVISOR POSITION POSITION FEATURES 1.On-line and Quality Monitoring. Does the supervisor/manager supervisor/manager workstation provide realtime information on, at least, the following queue status parameters: number of calls waiting, service level, average speed of answer, average time to abandon, and average queue duration? Describe other information provided for on-line monitoring. 























Does the proposed system provide different service levels

















A49.3 Multi-channel Multi-channel Integration Integration

















2.Incoming Calls Handled Report.

















is connected to an agent



















Time spent in non-ACD work states measured in

























































































RFP - IP Telephony & Contact Center v1

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