Q: Can the time to submit proposals be extended?

A: We have extended the time to submit proposals to 11/6/2024, 2:30 pm

Q: My understanding is that the university will be delivering this over the internet and no phone lines are needed. This is straight cloud and soft phone solution.

A: Correct. No physical phone lines needed.

Q: Will there be more detail coming as to the Scope of Work

A: Scope of work is noted in the RFQ document.  The TSRD lists all the requirements both mandatory and desired.  

Q: Are you strictly looking for pricing of the software and licensing or would you like installation/deployment pricing to install the solution in conjunction with the procurement of the software licensing? 

A: We are looking for pricing for the solution, licensing and implementation.

Q: Would you like us to include a managed service option for continued ongoing support of the system?

A: We are looking for SaaS, cloud solution hosted, supported and maintained by the vendor.

Q: What knowledge management system are we integrating with? Is it cloud or on prem?

A: We currently use TeamDynamix (TDX) which is hosted by TeamDynamix. 

Q: How many agents need supervisor role?

A: Depends on what the supervisor role entails and depth of access.  Currently we have 12 in Mitel.

Q: How many agents need administrator roles? 

A: Depends on what the administrator role entails and depth of access.  Currently we have 4.

Q: What are the total concurrent agents at one particular time during peak hours?

A: 20-30 concurrent users during peak hours.  However, we need scalability/licensing to at least 120 users.  We do not anticipate having 120 concurrent users after further research. 

Q: How many agent shifts per day?

A: 3 shifts per day. We are looking to leverage workforce management to better address shifts. 

Q: What is the agent shift duration? 

A: 7.5 – 8 hours.

Q: Under integration Capabilities, you listed "and CRMs". Can you describe what additional CRMs in question are in use?

A: Slate and Ellucian Advise are our current CRM’s.  This is a want not a mandatory requirement. 

Q: What is the current phone system in use?

A: Mitel Connect Cloud, but we are moving to Teams Audio by end of 2024.

Q: Are you using physical handsets or client software on workstations for this proposal? 

A: Browser based. 

Q: Do you have a requirement for screen recording?

A: We would entertain this functionality but this is not a requirement. 

Q: PSTN Connectivity?,  Port numbers to cloud?, SBC requirement? 

A: No, 1-5 numbers, No.

Q: Implementation - single cutover or phased migration? 

A: Single cut over.

Q: Bidirectional APIs - is this expected to be read/write in third-party system from the CC solution or is the third-party system expected to

read/write from the CC solution? 

A: We like to do both.  There might be some situations where a read might be applicable and vice versa a read/write. 

Q: 

Do you desire an embedded integration with Banner Ellucian?

1. If yes, for how many of the 120 concurrent users?

A: 

Yes, but depends on how “embedded” is defined and cost.

20-30 users.  

Q:

Do you desire and embedded integration with Team Dynamix?

1. If yes, for how many of the 120 concurrent users?

A: 

Yes, but depends on how “embedded” is defined and cost.

20-30 users.  

Q: Do you have any desire for Agent Scheduling or Workforce Management Capabilities? 

A: Yes, high desire.

Q: Who is your current SSO provider?

A: Azure SSO

Q: Do you currently have a knowledge base where articles are stored?

1. If so are you looking to keep that system or migrate to the selected vendors knowledge base suggestion? Please define the knowledge base if you have a current knowledge base. 

A: TeamDynamix (TDX) is our current system that houses our knowledge base articles.  We do not have any plans on replace TDX.  We are looking for a system that might be able to leverage what is in TDX and if not, what are the options.  In our ITSM platform, TeamDynamix. 

Q: Do all RFP respondents need to be on 73600 22802 Lot 3 Contract, or can GSA/alternate Education contract response be submitted?

A: All respondents need to be on the NYS Umbrella Contract.  GSA or alternate education contract is not an option.

Q: What call/interaction volumes does the solution need to support (voice channels = minutes per agent, digital channels = interactions per agent)?

A: R24 -48 simultaneous interactions 

Q: What are the sources being used to provide agents with knowledge articles?

A: TeamDynamix (TDX)

Q: Can you provide call flow diagrams for each of the 19 queues mentioned in the RFQ?

A: Yes we can provide this upon award.   

Q: Number of Toll-Free Numbers

A: 2

Q: Number of DIDs

A: 4

Q: Total number of users

1. Agents
2. Supervisors
3. Non-Contact Center Administrator

A: 

1. 120 concurrent
2. 12
3. 4

Q: Please provide more details on outbound. Are these dialer calls or agent-initiated manual calls?

A: Currently agent initiated manual calls.  

Q: Is chat currently used? Please provide details on number of entry-points, any self-service and fulfillment required as part of initial deployment.

A: Ocelot stand-alone chat.  We like to explore all those areas.  We are unsure of the number of entry points.  Self-service would be a nice to have as to provide relief to our agents. 

Q: Where are knowledge articles currently located and how are agents using those?

A: TeamDynamix (TDX). Through the web and to support the caller. 

Q: What is the duration of recordings to be stored in the cloud?

A: At least 6 months.  

Q: Is Quality Workforce Optimization (WFO) a requirement? If yes, please provide details on number of named users required.

A: High desire.  We did not list as a requirement but open to considering this functionality.  Unsure of number of named users until we have a full understanding of functionality and cost. 

Q: Is conversational AI part of the initial deployment? If yes, please provide more details for scope.

A: Yes, as part of the initial deployment.  We are hoping that vendor has an initial built in AI that we can build upon. 

Q: Is survey/feedback requirement for voice or chat or both?

A: Both

Q: 

• Is the preference to make TeamDynamix single UI for agents?
• Does SUNY prefer agents to have single UI as TeamDynamix with agent state and call control?

A: 

• That would be nice, but not necessary.
• No

Q: If TeamDynamix is the agent UI, does it have capability of retrieving data from other systems such as Ellucian Banner for agent productivity?

A: No.

Q: Is SUNY keeping existing PSTN provider or supplier is expected to include telephony services?

A: No and no.  We are moving from Mitel to Audio Teams.

Q: Ability to support multiple DIDs. Is this in reference to DIDs per agent or per queue?

A: Per queue. 

Q: ADMIN-01 - "Support" scalability for at least 120 agents. Is this how many agents will use the system, and the quantity we should price out? 

A: Yes, we would need to support at least 120 agents, however the actual number may not be 120 but we need scalability. 

Q: How many shifts are staffed by live agents? 

A: 3

Q: In reviewing the documents, we would like to confirm that the intent of the bid is to source solely from Lot 3 and not from Lot 4 (e.g. sourcing focused on procurement of contact center technology and not contact center technology implementation services), as the limitations of Lot 3 would not allow us to provide implementation services.

A: We expect the vendor will provide both support and implementation services as indicated in our RFQ documents. 

Q: Are there any that would not be under the NYS OGS Information Technology Umbrella Contract - Manufacturer Based (Statewide) contract?  Appendix A, ADMIN-03 states vendors need to describe its compliance with "NYS  regulations." What regulations are these specifically? 

A: No, Any regulations would be under the NYS OGS contract. 

Q: Several requirements ask for sensitive and confidential data that typically would be protected from open records requests due to the nature of content. E.g., Appendix A: TECH-05, which asks for a SOC 2 report; and, RFQ Section A.11. BUSINESS CONTINUITY/DISASTER RECOVERY (BC/DR) OPERATIONS of RFQ, which asks for an enterprise BC/DR plan. There is no mechanism within the RFP to redact or annotate this information as such. 

A: As a State entity and a public institution, we are subject to FOIL (Freedom of Information Law). We typically do not share any information with anyone else unless we are FOILed, in which case a SUNY Empire FOIL officer will decide which information will be disseminated. A vendor can state which information is confidential

Q: How many total contact center users do you have in comparison to the 120 concurrent?

A: We currently have around 120 users, looking for the ability to scale to that number.  Not all of those users are concurrent, 20-30 during peak times. 

Q: Is this functionality needed for voice bot, chat bot, or both?

A: Both

Q: Do you require that surveys be delivered over the voice channel, or are digital web-based surveys sufficient?

A: Multiple channels would be preferred.

Q: Do all systems (e.g. Team Dynamix) that the CCaaS solution may need to access to display custom data to agents support an internet accessible REST API or are there any that would require a different type of API integration to access? 

A: TeamDynamix does use Rest APIs for integration

Q: Do you have any dashboards displayed in common areas such as on a wallboard (and how many) rather than being accessed by agents or supervisors?

A: No

Q: Please list all systems that the CCaaS solution would need to access to retrieve data that will be displayed to agents (e.g. Ellucian Banner) and which metrics from those systems are required.

A:

• The RFQ states which systems, TeamDynamix (TDX) and Ellucian Banner and provides some examples of data we wish to access.
• There is a want for our CRMS, Ellucian Advise and Slate.  

Q: While the term Dashboard is used, which in some cases could mean a separate screen that a supervisor or agent can review to look at real-time and historical performance, it appears that this requirement more closely aligns with a Screen Pop that is displayed to the agent when they receive a call. Is this correct? 

A: Correct.

Q: Please list the specific systems that the CCaaS solution will need to integrate with, the use-case/scenario, and what type of API integration those systems support (e.g. webhook/REST API).

A: 

• The RFQ states which systems, TeamDynamix (TDX) and Ellucian Banner.
• Use case scenarios, please see FUNC13 and 14.
• Webhook and/or API

Q: What languages need to be supported in the IVR?

A: At a minimum, English and Spanish.

Q: Does every contact center user have their own DID today?

A: Yes, our current configuration is setup that way.

Q: Please list the systems to which the CCaaS solution will need to push data, and what type of API those systems support (e.g. webhook/REST API)

A: Answered in other questions.   See also FUNC 13 and 14.

Q: Will a Train the Trainer approach work for each of the contact center groups?

A: If that is your method of training, please include that in the response.

Q: Do you require onsite training or is remote web-based acceptable

A: Remote is the only option.

Q: Can you break down the number of supervisors, administrators, IT staff and agents for training purposes?

A: See other responses to questions for these numbers (total: at least 120)  

Q: Can you provide more details on compliance requirements with FERPA, HIPAA, and other regulations? Specifically, what data handling practices or certifications are critical for this project?

A: All those laws and applicable requirements are in the public domain and under the OGS website. 

Q: Please describe the location(s) of the contact center users.

A: We are looking for a web-based contact center solution accessible to agents in any location.  We are currently distributed across NYS.

Q: How are you managing E911 compliance today? (i.e. Kari's Law, Ray Baum's Act). What solution are you using?

A: Telephony services are not a part of this RFQ.  This is for a Contact center solution.

Q: Do you have any SMS integration requirements? If yes, please explain use-cases.

A: No, there are no SMS requirements, but any SMS integrations you have would be welcomed in the response to the RFQ as an optional addition.  We can consider for future purchase. 

Q: Do you have any faxing requirements?

A: No

Q: Please describe the standard workstation specifications for contact center users and whether a Virtual Desktop Infrastructure is used.

A: Standard business class windows or mac laptop.  No VDI

Q: Would it be acceptable to provide a single NRC for professional services/implementation (perhaps with some exceptions) that covers all included items rather than attempt to break it down to the level of granularity provided in the worksheet?

A: Yes, but we would need to know what is included in the NRC. If you can the break cost down, that would be preferred but we will accept a single NRC that provides details to what is included and what is not.  For example: NRC could include implementation which include support and training before and during implementation. 

Q: If there are any optional or recommended products or services that we would like to offer, may we add them to the pricing worksheet on new rows?

A: Yes you can include those products or services.  However, please remember if these are options and are not specifically related/aligned to the list of requirements on our RFQ, we will not be able to include those in the award.  Any optional products/services will be considered for future purchases, if those are deemed applicable to our business requirements.  

Q: Are there any upcoming projects or initiatives that the unified communications solution should support?

A: Not part of the RFQ scope

Q: Are there specific business processes or workflows you aim to improve with this solution?

A: We are looking to improve our contact center experience and usability.

Q: Do you have an approved budget for this project?

A: Yes.

Q: What if any self-service functions need to be offered in the BOT solution?

A: The desire is to leverage the BOT solution for students to self serve.  Examples: direct where to open a ticket and KB article to change their password.

Q: What systems does the bot solution need to integrate with, and do those systems support an internet-accessible REST API?

A: The BOT might need to integrate with Ellucian Banner and TeamDynamix (TDX).  Both support Rest API. 

Q: Will the BOT solution need to support FAQ via knowledgebase lookup? 

A: If the BOT can support FAQs, this is a desire as this will provide relief to our agents and will provide students a way to self-serve.  

Q: Approximately how many surveys do you run today or expect to need for go-live?

A: We like to conduct surveys after every call or generate a survey for very specific calls. 

Q: Approximately how many Call Flows do you have today? (Where there is an incoming number that routes the caller to a menu of options)

A: A maximum of 10 call flows.

Q: How many IVRs do you support today?

A: Under 20.

Q: What self-service options are required in the IVR?

A: Ideally, we would like conversational AI to answer basic questions before reaching an agent. 

Q: Would you prefer to port your contact center phone numbers to a new provider, or do you have an existing carrier contract that needs to be remain in place?

A: Yes, new provider. 

Q: Will a browser-based softphone be acceptable for all users, or do you require a specific number of desktop phones as well?

A: Yes, softphones.

Q: Do you require a certain number of hardware phones in common areas? (only applicable if those phones are connected to the contact center platform). 

A: No.

Q: Do agents need to receive incoming ACD-routed email? If yes, how many email addresses do you need to support?

A: Agents do need to receive incoming emails. A maximum of 20 emails. 

Q: Please describe the standard workstation specifications for contact center users and whether a Virtual Desktop Infrastructure is used.

A: Standard business class windows or mac laptop.  No VDI.

Q: What are your primary business goals for implementing a cloud-based contact center solution?

A: Please refer to the scope of work on the RFQ document. 

Q: Are there specific ROI metrics or business outcomes you are aiming to achieve with this investment?

A: Abandonment rate is below 10% annually and leverage AI capabilities to enhance the student experience. 

Q: How many departments/sites/agencies use the contact center?

A: SUNY Empire will be the sole user of the solution with our ITS Service Desk and 1 Stop as the main users.  These users are distributed across NYS, with the majority residing in Saratoga Springs, NY. 

Q: How many SMS Flows?

A: 0

Q: If voice or digital Bots are required?
a. Number of intents to be handled?
b. Number of external systems to integrate into?
c. Number of data transactions?

A: 

• TBD
• Ellucian Banner and TeamDynamix (TDX)
• TBD

Q: How many Agent Scripts

A: Unsure, but definitely would like to leverage this feature

Q: Do you prefer named or concurrent agents?

A: Concurrent, 20-30 users.

Q: Do all the agents require voice, email, chat, SMS, WFM?  If not, what channels do you require?

A: All agents should have access to the channels provided by the contact center.  SMS is not a requirement and would be an option to consider in the future. 

Q: How many Email Flows?

A: 5

Q: How many agents require WFM/Scheduling?

A: Approx. 50

Q: Do you require historical data from the existing WFM system to be exported into the new WFM system as part of the base bid?  Can it be exported in a csv file?

A: Yes and yes it can be exported as a csv.

Q: Do you require 24 x 7 or 8 x 5 support?

A: We would prefer a 24x7 model.

Q: Do you require an E911 solution?

A: No

Q: Do you require outbound dialing campaigns?  If so, how many?

A: Yes, and 1.

Q: If you have outbound dialing requirements, do you prefer progressive, preview or predictive?

A: TBD

Q: Do have any wallboards that need to be supported?  If so, how many?

A: No

Q: Can you clarify the specific integration requirements with TeamDynamix and other systems (e.g., APIs, direct integrations)?

A: TeamDynamix would be Rest API.  Please visit https://ogs.ny.gov/comet as documents were uploaded with all this information.  An email was also sent to everyone with these documents attached. 

Q: What specific use cases for bilingual AI (English and Spanish) are anticipated? Is there a preference for certain features (e.g., natural language processing, self-service)?

A: NLP yes

Q: Will there be a preferred or required configuration for the IVR system beyond the basic call routing needs? Any detailed specifications for call flow design?

A: No, not at this time.

Q: What are the key metrics SUNY Empire uses to measure system performance? Are there specific thresholds or benchmarks you would like to see?

A: System uptime 99.5%

Q: Will SUNY Empire require regular security audits or performance audits? If so, what is the frequency and scope of these audits?

A: Unsure

Q: Can you provide more information on the specific reporting needs? For example, what kind of data (call logs, agent activity) should be included in real-time vs. historical reports?

A: These were answered in the RFQ and on Appendix A. Please refer to those documents.  Additionally, we would like to review your delivered reports for those examples as they might be suitable. 

Q: Is there a preference for the format in which reports should be exported (e.g., XLSX, CSV, PDF)?

A: The preference would be a format that allows for data to be further analyzed and manipulated. 

Q: For dashboard customization, are there specific use cases you envision (e.g., supervisormonitoring, real-time agent performance)? Should the dashboards support cross-system data integration (e.g., Ellucian Banner)? 

A: Yes supervisor and real time agent performance would be great.  Please provide the ability for your solution to display dashboards.

Q: What specific data should be visible to agents in real-time, and will different roles have different dashboard requirements?

A: See FUNC 13 and 14.

Q: How many trunks would need to be redirected to the cloud platform?

A: N/A

Q: Are you using a QM or WFM tool today?

A: No.

Q: Do you have a requirement for scorecards/evaluations?

A: No requirement, but please include those options in your response if they are available.

Q: Is Banner the only source of truth for information? Are other CRM's used in different departments ? (Alumni, IT, etc)

A: Yes. CRMs used Ellucian Advise and Recruit.  Recruit will be replaced with Slate March 2025.

Q: Assuming we could have you live in January 2025, is this something you could move quickly on? Is this a realistic option?

A: This all depends on when the contract is awarded.  We looking to dedicate 6 months from time of award.  We need to be in a contact center before August 2025.

Q: Who fills out the Manufacturer/Authorized Reseller information form – would this be the vendor on the OGS contract direct with NY?

A: Depends on who is submitting the proposal.  If the manufacturer is, then the manufacturer and vice versa. 

Q: Is SUNY Empire interested in a FedRAMP/StateRAMP CCaaS offer? 

A: No

Q: How many minutes (outbound and inbound) per month does SUNY use? 

A: Approx. 6300 calls per month with calls averaging 10 minutes. 

Q: What are the contact center’s operating hours? 

A: 

Q: Scope and list of existing API requirements?

"Ability integration with other campus data sources such as our student information system, Banner Ellucian, and CRMs" -is there a full list of required integrations? And does each have corresponding documentation or support?

A: Yes please go to https://ogs.ny.gov/comet for both Banner and TDX integration information. 

Q: Size/Throughput of existing TeamDynamix instance?

A: Answer is forthcoming.

Q: SUNY Empire shall have full access to a self-service portal for adding/removing of accounts and making necessary account changes/requests" - is this for cloud portal access to add/remove services/products or billing account management portal?

A: Yes

Q: Security & Compliance: "FERPA, SUNY & NYS regulations" - can we get a full list of these published security requirements?

A: These could have been found by simply searching.  However, here some links:

• FERPA: https://www.nysed.gov/student-support-services/ferpahipaa#:~:text=Family%20Educational%20Rights%20%26%20Privacy%20Act,maintained%20by%20PreK%2D12%20schools.
• NYS: https://www.dfs.ny.gov/industry_guidance/cybersecurity
• SUNY: https://system.suny.edu/compliance/, https://www.suny.edu/sunypp/documents.cfm?cat_id=74&directory=pol_proc&clear=y

Q: Customer Support: "Ability to provide live chat" -can this include AI chat support or only human/agent support?

A: Yes

Q: Ability to offer training and resource offerings for administrators and functional users beyond the initial implementation phase." -What level of additional training for admin/functional users post-implementation is expected vs required vs desired?

A: We desire training that prepares these users to feel comfortable and adequately perform their responsibilities in a new system.  

Q: Describe how you would prefer the CC integration with TeamDynamix. Do you want an embedded widget within TeamDynamix? Do you want TeamDynamix information embedded in the CC interface? Do you want to use a screen pop of the DID in TeamDynamix and have a separate interface each of the CC agent desktop and TeamDynamix?

A: We are looking for the vendor to propose a solution. 

Q: How should the proposal be submitted?  Should it be emailed to the Designated Contact E-Mail Address indicated on the Cover Page?

A: As stated on the RFQ, please email your response to both myself, Theresa.Vamvalis@sunyempire.edu and Willie.Leong@sunyempire.edu. 

Q: What type of outbound calling do you prefer as part of the 80/20 blended (Manual, Preview, Progressive, or Predictive dialing)? Is the 20 percent considered Callbacks in Queue?

A: We would consider all those options.  20% call back are mostly callbacks in queue.

Q: Is there API access to the Knowledge Base articles for the agents during a call? What type of database is it accessing?

A: First part of question, answer is forthcoming.  Database is TeamDynamix (TDX)

Q: Does SUNY Require a SKU for each item we are quoting? I know there was mention that this needs to be procured through the NYS Umbrella Contract. there was no mention if this is SKU driven

A: If a SKU can be aligned to the requirement, please provide.  Otherwise, we did not ask for the SKU. 

Q: Are offshore resources allowed for implementation?

A: Depends on what you mean by “offshore resources.”  

Q: Is the day-to-day operations and maintenance of the contact center in scope?

A: We are looking for a vendor to host the solution which also includes support and maintenance. 

Q: How is SUNY Empire planning on procuring Training Services through Lot 3 - Cloud?

A: This is part of the RFQ so training services should be included in your proposal.

Q: Is there a Technology or SKU that SUNY Empire is looking to procure?

A: No specific SKU.  We are looking for Enterprise SaaS Contract Center.

Q: The solicitation refers to an interest in reporting against call center data in PowerBI. Has SUNY Empire identified any additional external data, not originating from the call center solution, that would add value or be required to be available in the PowerBI reporting?

A: No

Q: Is SUNY Empire open to a consumption based response or are you looking for an agent/license based response for contact center? 

A: You are open to respond with whatever is appropriate for the solution(s) you are presenting.

Q: Will there be a need to migrate historical data from current systems into the new contact center solution?

A: No.

Q: How quickly should data updates from Ellucian Banner or TeamDynamix be reflected in the contact center system?

A: As real time as possible due to the fact agents will be on the phone or using other ways to connect with customers in real time. 

Q: Are there predefined reports or dashboards that need to be replicated in PowerBI?

A: TBD

Q: Regarding the requirement for pushing data to other systems, can you clarify which data points need to be logged and pushed?

A: Per the RFQ TSRD list of requirements, we provided several examples.  Please refer to that document.  

Q: How often will data need to be synced or exchanged between the contact center and external systems?

A: As often or as close to real time if possible. 

Q: Are there specific peak hours or seasons that experience a higher volume of calls?

A: Yes, generally the start of the academic year and semesters see higher times than others

Q: Do you need outbound calling capabilities? If yes, are there any specific regions or international calling requirements?

A: Yes. We are global.

Q: Will agents be distributed globally, and if so, are there specific regions where latency may be a concern?

A: No, we have agents throughout NY state.

Q: What is your recovery point objective (RPO) and recovery time objective (RTO) for disaster recovery?

A: We asked vendors to submit their RPO and RTO plan in the RFQ document.  We will evaluate to determine if acceptable. 

Q: Do responding vendors need to currently be on the NYS IT Backdrop Contract for Lot 3 with approved SKU’s ? 

A: Yes

Q: Will responses be accepted from a vendor not on the Lot 3 backdrop contract right now? 

A: No

Q: Are organizations allowed to bid now and get on the Lot 3 backdrop contract list when selected by SUNY Empire?  

A: No.

Q: What is the anticipated date for contract award? 

A: Upon completion and review of the vendor submissions. (Approx. 60 days) 

Q: Will there be an opportunity to provide a live demonstration / presentation throughout the RFQ process? 

A: No.  Otherwise, this would have been noted in the RFQ.

Q: Section 3:  can you please provide a definition, or a link to the specification of, a “Tier 3 ... facility”?   

A: Please go to this link: https://uptimeinstitute.com/tiers

Q: Section 3:  to what IAM solution (Entra, Okta, etc.) and or specification (e.g., OAUTH, etc.) is    single sign-on required?

A: We are use MS Azure SSO 

Q: Will a separate Lot 1 or Lot 4 RFQ be issued for the requested implementation, testing, training, go-live, after go-live, etc. services or will these be covered under this Lot 3 RFQ?  

A: No.

Q: Can you please provide information on Team Dynamix with respect to how to log data to this system as required? 

A: Please visit https://ogs.ny.gov/comet as documentation has been uploaded.  Additionally, an email was sent to all potential bidders with the same information found on this website.

Q: Can you please specify minimum technical specifications for SUNY Empire workstations that will be utilizing our Cloud solution?  E.g., CPU, memory, disk, monitors, network, etc.

A: We are looking for a web browser solution.  This is not a relevant question to the RFQ.

Q: What document management system and file formats are used by SUNY Empire’s current articles which will be inputs to our knowledge management system? 

A: Our KB articles are currently in TeamDynamix’s knowledge base

Q: What vendor is expected to be providing Telecommunication service for our solution?  Or is SUNY Empire expecting us to include Telecommunication as part of our solution? 

A: This RFQ is for contact center solution only.

Q: Is the RFQ asking for providing live agents to perform the 80% inbound and 20% outbound of 120 concurrent agents mentioned in the Requirements section? If the RFQ is looking for live agents, can you please share any requirements for those live agents (e.g., location, required skills / experience, background checks, immigration status, etc.)? 

A: We are not looking for a vendor to provide agents.  We have our own employees that perform this role.

Q: 

• Can you elaborate on how the data from connected data sources such as Ellucian Banner Student Information System would need to be displayed on dashboards? 
• Is the requirement for that data to be displayed to the agent on their desktop or workspace for the purpose of assisting the agent in completing calls only? 
• Or are there requirements to combine this data with call and chat statistics on performance dashboards utilized by supervisors or management?    

A:

• We look to the vendor to provide what their solution delivers and display options.
• Yes
• Yes

Q: What types of platform administration do you anticipate handling with supported self-service, and are you open to a fully or partially managed-service model?  

A: Some examples of administration include IVRs, roles, and data integration (if possible).  We are looking for a FULL SaaS model.  This is stated throughout the RFQ and on the requirement list.