ATHD CX/CRM Software

This Sources Sought Notice is for informational and planning purposes only and shall not be construed as a solicitation or an obligation or commitment by the Government. This notice is intended strictly for market research. The purpose of this Sources Sought Notice is to determine interest and capability of potential qualified Small businesses. This sources sought is not to be construed as a commitment by the Government, nor will the Government pay for any information solicited or delivered. Capability statements shall be submitted electronically to william.r.wright286.civ@mail.mil AND curtis.arthur.civ@mail.mil. Salient Characteristics / Minimum Requirements for the Army Training Help Desk Application Software Salient Characteristics for Army Training Support Center, Army Training Help Desk (ATHD), Building 3306 Wilson Ave, Fort Eustis, VA 23604, for ATHD Customer Experience(CX) / Customer Relationship Management (CRM) software. General Information: Period of Performance 30 Sep 2019 - 29 Sep 2020. The Army Training Helpdesk is a "Virtual Inbound Call Center" available 24/7 linking Distant Learning / Web based Training customers to an Nation Wide network of Subject Matter Experts (SME) for courseware assistance. Customers are able to reach a Tier 1 Agent (who in turn "triages" the incident for resolution or escalation to Tier 2,) by phone, e-mail and utilizing our Incident Management feature to follow a reported issue(s) from initiation through resolution. If a Frequently Asked Question (FAQ) does not address their incident. Subject Matters Experts (Tier 2 & 3) are assigned from any one of 32 school houses for courseware content support or one of two DL/Web based training platforms. The ATHD Tier 1 Agents receive monthly; approximately 16,000 calls, creating 14,000 incident tickets based on inbound phone calls and responding to 12,000 inbound incident inquires. Dynamic User Licenses required: Qty; 260 - 300 (Agent Only - End User not required) Application Technical Support Services to include providing updates, patches Contact Management requirements a minimum of a customer's valid email address, and full name. For CAC SSO login DoDID. Opportunity (Incident) Tracking. Customizable end-user web site to include ticketing, Section 508, accessibility standards. Knowledge management database (FAQs). Integration with other applications via API for the purpose of data gathering (EASM-A). Ability to import and export data from formats exported from other applications (excel or CSV). Ticketing management is the main feature, assigning, reassigning, escalating, resending, routing, closing, and canceling tickets. The ability to collaborate on three levels: among agents, between agent tiers, and between agents and customers. Database capacity must be at least 35GB and have the ability to increase for growth. Security - Data encryption is required for data in transit and for data at rest to protect ATHD and customer information. See attached General Salient Characteristics / Requirements: