Loren Data's SAM Daily™

FBO DAILY - FEDBIZOPPS ISSUE OF AUGUST 03, 2018 FBO #6097
DOCUMENT

58 -- Patient Call Back System - Attachment

Notice Date

8/1/2018
 

Notice Type

Attachment
 

NAICS

334220 — Radio and Television Broadcasting and Wireless Communications Equipment Manufacturing
 

Contracting Office

Department of Veterans Affairs;Network Contracting Office 22;4811 Airport Plaza Drive;Suite 600;Long Beach CA 90815
 

ZIP Code

90815
 

Solicitation Number

36C26218Q9862
 

Response Due

8/9/2018
 

Archive Date

8/11/2018
 

Point of Contact

Abigael Schultz
 

Small Business Set-Aside

N/A
 

Description

REQUEST FOR INFORMATION: 36C262-18-Q-9862 THIS REQUEST FOR INFORMATION (RFI) IS ISSUED SOLELY FOR INFORMATION AND PLANNING PURPOSES ONLY AND DOES NOT CONSTITUTE A SOLICITATION. THE SUBMISSION OF PRICING, CAPABILITIES FOR PLANNING PURPOSES, AND OTHER MARKET INFORMATION IS HIGHLY ENCOURAGED AND ALLOWED UNDER THIS RFI IN ACCORDANCE WITH (IAW) FAR 15.201(e). This is not a solicitation announcement. This is a sources sought synopsis only. The purpose of this synopsis is to gain knowledge of potential qualified Service Disabled Veteran Owned Small Businesses (SDVOSB) or Veteran Owned Small Businesses (VOSB) for relative to NACIS 334220 sources (size standard of 750 employees). Responses to this synopsis will be used by the Government to make appropriate acquisition decisions. After review of the responses to this source sought synopsis, a solicitation announcement may be published in the FedBizOpps or GSA eBuy websites. Responses to this sources sought synopsis are not considered adequate responses to the solicitation announcement. All interested offerors will have to respond to the solicitation announcement in addition to responding to this source sought announcement. The Department of Veterans Affairs, Network 22 Contracts Office, is seeking sources to provide the implementation of a patient callback system in VASDHS call center system. If you are interested, and can provide the required supplies please provide the requested information as indicated below. Responses to this notice should include: company name, address, point of contact, size of business pursuant to the following questions: Please indicate the size status and representations of your business, such as but not limited to: Service Disabled Veteran Owned Small Business (SDVOSB), Veteran Owned Small Business (VOSB), Hubzone, Woman Owned Small Business (WOSB), Large Business, etc.)? Is your company considered small under the NAICS code identified under this RFI? Are you the manufacturer or distributor of the items being referenced above (or equivalent product/solution)? What is the manufacturing country of origin of these items? If you re a small business and you are an authorized distributor/reseller for the items identified above (or equivalent product/solution), do you alter; assemble; modify; the items requested in any way? If you do, state how and what is altered; assembled; modified? Does your company have an FSS contract with GSA or the NAC or are you a contract holder with NASA SEWP or any other federal contract? If so, please provide the contract type and number. If you are an FSS GSA/NAC or NASA SEWP contract holder or other federal contract holder, are the referenced items/solutions available on your schedule/contract? Please provide general pricing for your products/solutions for market research purposes. Please submit your capabilities in regard to the salient characteristics being provided and any information pertaining to brand name or equal to items to establish capabilities for planning purposes? Responses to this notice shall be submitted via email to abigael.schultz@va.gov Responses must be received no later than Thursday August 9, 2018 at 5:00PM EST. Telephone responses shall not be accepted. If a solicitation is issued it shall be announced at a later date, and all interested parties must respond to that solicitation announcement separately from the responses to this request for information. Responses to this notice are not a request to be added to a prospective bidders list or to receive a copy of the solicitation. Please provide unofficial pricing. Notice: No remanufactures or gray market items/ supplies will not be acceptable. Interested parties of RFI must be an authorized reseller, distributor, or dealer of the O.E.M. (Original Equipment Manufacturer). Schedule: Brand Name or equal to the following Avaya items: PART NUMBER QTY EACH DESCRIPTION NT9S80AD 1 CC Electronic Delivery License NT9Z40KA 1 AACC R7 CCT Nod BaseZP NT9Z40LA 1 AACC R7 MM Nod Base NT9Z45LA 10 AACC R7 Pred OB Agent -1 NT9Z46LA 10 AACC R7 CCTCCDev1ZP NT9Z49C 1 A AACC R7 SW DVD NT9Z50AA 1 AACC R7 M Base UG NT9Z75AA 150 AACC R7 NIVA UG NT9Z75CA 22 AACC R7 SUPVR UG NT9Z76TA 1 AACC R7 Universal NW UG NT9Z75GA 1 AACC R7 Report Creation Wizard Users -1 NT9Z45LA 10 AACC R7 Nodal Predictive Outbound Agent GU4300EU9 1 AACC R7 Report Creation Wizard 1 - Partner Assurance Software Support Basic PLUS Upgrades -SLEUS GU4300EUS 10 AACC R7 Nodal Predictive Outbound Agent - Partner Assurance Software Support Basic PLUS Upgrades -SLEUS 185345 50 IMPLEMENTATION SERVICES PROJECT MANAGER 185351 238 IMPLEMENTATION SERVICES SOFTWARE Avaya Callback Assist Enriching Customer Engagements to Improve Customer Lifetime Value For many contact center managers, operating a customer service operation is a constant balancing act between maximizing transaction effectiveness and attaining the highest possible levels Although contact centers are increasingly being viewed by business leaders as strategic assets for driving revenue growth, traditional cost center metrics (such as agent occupancy) remain central measurements of contact center performance. As far back as 2007, a Yankee Group 1 study of Key Performance Indicators (KPIs) underscored the need to emphasize metrics, such as first call resolution, that directly impact two essential drivers of business growth and revenue: customer satisfaction and retention. The Downside of Call Queuing Although most contact center managers acknowledge the importance of handling customer calls quickly and effectively, it is not cost effective to staff for peak call volumes to avoid queuing at all times. Customers forced into queue are faced with the choice of waiting for an agent to become available or terminating the call. Abandoning the call can cause customer irritation and loss of goodwill. Or worse, the customer could resort to contacting a competitor. Customers who choose to call back at a later time have no way to know whether they will get through to an agent or face another long wait in queue. Clearly, none of these choices is conducive to customer satisfaction and retention. Queuing calls has financial consequences as well toll charges rise as customers wait on hold and staffing becomes an issue. Faced with a choice of dealing with dissatisfied customers versus the cost of adding staff to meet service level goals, contact center managers may opt to live with their current staffing model. A Better Approach As a long-standing contact center market leader, Avaya has had the opportunity to help tens of thousands of businesses choose and implement avaya.com | 1 Avaya Callback Assist can help you increase customer retention and satisfaction and boost customer loyalty: Increase options for customer interactions Decrease call abandon rates Reduce wait times Shift peak call volumes to non- peak times Save on toll charges 1 Source: The Evolution of Key Service Indicators: Matching Contact Center Goals With Performance, April 2007. of center efficiency. customer support solutions that drive stronger center performance and higher levels of customer satisfaction and retention. To help improve the customer experience during peak calling times, Avaya Callback Assist provides a highly effective solution that offers customers more options to reach you and your business. With Callback Assist, customers can have alternatives to waiting on hold such as receiving a callback based on their position in queue, or allowing them to schedule a callback at a date and time that is convenient for them. Customers who opt for a callback are prompted to record a message with their name and reason for calling. Callers provide their preferred reach number and an earliest available or specific callback time, so they are then free to disconnect. Callback Assist waits in queue in place of the caller and, at the appropriate time, engages the contact center agent with the recorded message. When the agent is fully prepared to handle the customer s transaction, Callback Assist will launch the outbound call and connect the customer with the agent. Core Components of the Solution: Application Software Avaya Callback Assist is a VXML software application designed to interoperate with the Avaya Aura ® Experience Portal and Avaya Aura Call Center Elite Platforms. The 2 | avaya.com Callback Assist application consists of five main components that not only provide customers with callback options but also provide web administration as well as the reporting you need to monitor usage and performance: The Interactive Voice Response (IVR) Application interacts with customers to offer the callback option and also presents/launches the callback request for the agent The Web Administration Application is used by the contact center administrator to configure the Callback Assist solution and specify the desired performance parameters and options The Database Server stores all system configuration and operational data The Reports Generator provides administrators and center management with usage and performance data The Callback Engine is the intelligent heart of the solution and coordinates the functions of all solution components Features of the Solution Enhancing the User Experience Callback Assist offers a web service interface to enable your customers to request callbacks directly from websites. By providing this valueadded service, customers can quickly and seamlessly interact with the contact center to get the support they need. Callback Assist makes it easy for your customers to work with you. You can offer callback requests during out of hours periods, let callers cancel pending callbacks, and provide a tool for your customers to schedule their callback requests. Improving Contact Center Operations Callbacks can be offered to customers based on the Estimated Wait Time (EWT). This provides added assistance to your contact center staffing and productivity by shifting customer interactions during peak calling times to the non-peak times when your agents might be less productive. To help ensure service levels can be met, resource availability is validated before a scheduled callback is offered. Technical Environment and Ease of Administration By offering support for both traditional CTI and SIP environments, Callback Assist becomes an integral part of the technology strategy for contact centers considering a migration to SIP. Callback Assist also provides a simple to use administration tool, standard reporting, and support for multiple languages. Services and Support Avaya Professional Services In a collaborative partnership, Avaya Professional Services and Avaya Partners can help develop a strategy to realize and execute an organization s complete customer service vision. Avaya Professional Services provides the right consulting, integration, and project management services needed to effectively design and implement the Callback Assist solution. The professional services team works closely with the customer to help ensure the project plan, design, and deliverables meet the exact needs of the business and ensure a successful production environment. Knowledge Transfer and Solution Support Prior to project completion, the Avaya team provides a comprehensive briefing and demonstration for the customer s technical and operational staff. Knowledge transfer topics include application configuration and administration, report generation, and tips on daily operation and troubleshooting. Once the application has been deployed, comprehensive 24x7 customer support covers servicing needs from software fault correction to general function and usability questions. Avaya Global Support Services delivers value to businesses through continuous, comprehensive, and cost-effective coverage that helps ensure maximum system performance, reliability, and availability. The Avaya Application Support offer enables critical communications to operate smoothly so organizations can stay focused on their core objectives. The Bottom Line Avaya Callback Assist can help you increase customer retention and satisfaction and boost customer loyalty by: Improving your customers experiences callers have more options for their contact center interactions Decreasing call abandon rates no more unnecessary waiting in queues Reducing customer dissatisfaction by reducing wait times Enhancing the ability of existing staff to handle peak call volumes through traffic leveling shifting peak call volumes to non-peak times Saving on toll charges associated with callers waiting on hold With all of these added features put in place, it can also help improve agent morale. avaya.com | 3 Avaya Callback Assist overview and planning guide July 2017 6 Avaya Callback Assist overview and planning guide July 2017 7 Avaya Callback Assist overview and planning guide July 2017 7 Learn More About Avaya Avaya is a leading, global provider of customer and team engagement solutions and services available in a variety of flexible on-premise and cloud deployment options. Avaya s fabric- based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, please visit www.avaya.co m. 4 | avaya.com To learn more about self-service applications from Avaya and other services that can help enhance and support your business communications, please contact your Avaya Account Manager or Authorized Avaya Partner, or visit Avaya.com.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/spg/VA/LBVANBC/VAMD/36C26218Q9862/listing.html)
 

Document(s)

Attachment
 

File Name: 36C26218Q9862 36C26218Q9862.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=4520230&FileName=36C26218Q9862-000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=4520230&FileName=36C26218Q9862-000.docx

 

Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
 

Place of Performance

Address: VA San Diego Healthcare System;Warehouse;3350 La Jolla Village Drive;San Diego, CA

Zip Code: 92161
 

Record

SN05015658-W 20180803/180801231356-08d5136f19ff808d1b82fff7676403e7 (fbodaily.com)
 

Source

FedBizOpps Link to This Notice
(may not be valid after Archive Date)

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