Request for Proposal (RFP) - Total Recording

INTRODUCTION Objectives of RFP

The purpose of this request is to invite prospective vendors to submit a proposal to supply an automated monitoring system(s). This Request for Proposal (RFP) provides potential vendors with the relevant operational, performance, application, and architectural requirements of the system. This information enables vendors to respond in a format that makes for a fair comparison and ensures that the proposed solution meets the requirements.

Overview of Add Company name:
Complete the following:
ADD: Name of company, description of business, location. Objective of call center group, number of call center agents, number of call centers, growth expectations, why a solution is required, what these solutions should achieve.

Background Information:
ADD: How is quality monitoring currently being performed. How many reviewers, any currently technology being employed for quality monitoring.

Call Center Environment:
ADD: Number of customer service agents , hours of operation of call center, number of call center agents, number of call centers, talk time, number of calls, growth expectations.

Existing Technology Environment:
Call Center

INSTRUCTIONS TO VENDORS

Project Schedule
Add Company name plans to select a vendor by Add date .

Closing Time and Date
The response to the RFP should be submitted to Add Name of main contact no later than Add Date . Responses must be sent to:
Name of Contact
Address to send information
Phone number and fax number
Email address

Clarification
Clarification regarding this RFP can be done by contacting:
Name
IT contact & call center contact
Phone number.

Number of Copies
X number of printed copies of your response are required.

Right to Reject
Add Company name reserves the right to reject any or all responses to this RFP even if all the stated requirements are met. In addition, Add Company name may enter into negotiations with more than one vendor simultaneously and award the transaction to any vendor in negotiations without prior notification to any other vendor.

Responding to Questions:
Indicate what format the Reponse is to be submitted in (i.e. soft copy, hard copy, floppy disk, etc.) or any additional instructions that the vendor is to adhere to in its Response.

VENDOR PROFILE

Please ensure that you answer the following questions according to the instructions in Appendix A.

1. State the number of years your firm has been in business.
2. Where is your head office and sales and customer service offices located?
3. Number of employees in your company?
4. Number of employees in customer service?
5. Number of employees in product development?
   
   
6. Are your hardware and software dependent on third party vendors for manufacturing?
7. Provide a list of 3 references list including contact names that we may contact. For each reference provide names and phone numbers of the primary contact person.

1. What new technology does your company plan to utilize in the near future that would be an advantage to Add Your Company Name .
   
   
2. What is the most significant factor affecting the future success of your company and what is being planned to address it?

1. Provide a brief summary of your company's history in the marketplace. Limit response to 2 pages.
   
   
2. Please describe any features, services, or practices your provide in relation to the products requested which set you apart from your competition.

BUSINESS RESPONSES

CALL RECORDING & SEARCH CAPABILITIES

1. Does the proposed Total Recording solution perform queries on stored calls based on CTI information retrieved from the switch/ACD?
2. Is the proposed Total Recording solution capable of searching for audio that has been archived to DAT or other media? What is the system's search times for audio stored on-line and archived?
3. Does the proposed Total Recording solution support "Free Seating" environments?
4. How many extensions does the proposed Total Recording solution support?
5. Please describe the "self-testing" and/or system alarm capabilities for the proposed Total Recording solution.
6. Does the proposed Total Recording solution use any proprietary recording technology to perform audio compression? Please explain this process.
7. Does the proposed Total Recording solution support simultaneous record and playback? How is this accomplished?
8. Does the proposed Total Recording solution support remote monitoring and configuration

1. How long does the proposed solution store calls online?
2. What kinds of storage options are available for the proposed Total Recording solution?
3. What levels of redundancy are available to support the proposed Total Recording solution?
4. Does the proposed Total Recording solution provide scheduled/automatic archiving options?

1. Does the proposed Total Recording solution provide multiple levels of security? Please explain all levels of security.
2. Is the proposed Total Recording solution capable of assigning user specific access rights to the solution's call database(s)? Please explain how this is accomplished.
3. How does the proposed Total Recording solution protect against unauthorized access to selected areas or recordings within the system?
4. How does the proposed Total Recording solution protect against unauthorized access to selected areas or recordings within the system?
5. Does the proposed Total Recording solution provide a History Log showing recent system activity? Please describe the system's reporting capabilities.
6. Please describe the "self-testing" and/or system alarm capabilities for the proposed Total Recording solution.
7. Does the proposed Total Recording solution have the option of dial out alarm that will notify vendor's support technicians via pager or fax?

1. Describe the proposed Total Recording solution's system requirements (i.e. OS, switch connectivity, CTI integration, recording channels, and environmentals).
2. Are the hardware and software components of the proposed solution Y2k compliant? Please provide certification.