THIS IS A SOURCES SOUGHT ANNOUNCEMENT ONLY TO PRE-QUALIFY VENDORS. THERE IS NO SOLICITATION AVAILABLE AT THIS TIME. THIS IS NOT A REQUEST FOR PROPOSAL. THE SAA INVITES ALL QUALIFIED SOURCES TO RESPOND TO THIS SOURCES SOUGHT NOTICE. The United States Senate Office of the Sergeant at Arms (SAA or Senate) is seeking to replace its automated call distribution system (ACD). The current ACD, Contact Center by Avaya, has reached its end-of-life and is no longer supported by manufacturer. The SAA wishes to acquire an ACD system with following general features: - Customizable inbound routing including skills-based routing - Real-time and historical reporting - Web-based administration - High-reliability system with failover The SAA prefers a software solution that will work operate within the Senate's virtualized server infrastructure. Alternate solutions using dedicated hardware and/or exterior based systems may be considered. There are no requirements for the use of text messages, online chats, or social media connections. System users will make contact primarily via telephone connections. The system must support approximately 10,000 (ten thousand) agents/supervisors and, at a minimum, 999 ACD groups. Vendors having an ACD system must be able to provide technical support, including but not limited to, customization and configuration support, installation, testing for acceptance, training, documentation, necessary licenses, and maintenance of the proposed ACD system. REQUIREMENTS: A. Qualified vendors shall be able to offer an ACD system that meets the SAA's general, functional and technical requirements along with required support services for the ACD system implementation. The requirements for the software and other services are specified in the attached requirements matrix. SEE ATTACHMENT A - REQUIREMENTS MATRIX. B. Qualified vendors shall possess demonstrated experience in customization and configuration support, installations, testing for acceptance, training, documentation, maintenance and technical support of an ACD system. INSTRUCTIONS: Qualified vendors responding to this Notice must provide the following: 1. Narrative Response a. Product name and description of the ACD system, including but not limited to its features, capabilities and/or specifications. Include company and proposed ACD product brochure/literature which shall not be included in the pages count; b. Description of technical support for the implementation of the ACD system, and maintenance programs for the implemented ACD system; c. Brief company and management information including the vendor's Dun and Bradstreet (D&B) number and point of contact (POC) with current telephone, fax and e-mail address. d. The narrative response shall not exceed ten (10) pages. 2. ACD system/Application Requirements Matrix (ATTACHMENT A) a. Completed ATTACHMENT A - REQUIREMENTS MATRIX. Qualified vendors shall describe and/or explain concisely in the space provided under the COMMENTS column how each requirement, MANDATORY and OPTIONAL, is met by the proposed ACD system. In addition, for each OPTIONAL requirement that noted "Yes", the vendor shall also indicate if it is already standard or included in the ACD system, or if it remains an option. b. Qualified vendors shall submit the completed matrix in .xlsx format. 3. Past Performance References a. Qualified vendors shall provide past performance information for its three (3) most recent customers/clients in the last five (5) years for projects or contracts demonstrating direct experience on implementations of ACD systems with similar requirements as the SAA. The SAA will check references to confirm the information provided. b. Qualified vendors shall include the following information for each past performance provided: - organization/company name - point(s) of contact (POC) who can speak to the details of the project, the title, phone number and email address of the POC - contract number - project title - period of performance - short, concise description of work performed related to the SAA requirements c. Each Past Performance provided shall not exceed one (1) page. 4. Rough Order of Magnitude (ROM) Estimate of Costs Qualified vendors shall provide a good faith estimate of the ROM price of the ACD product hardware and software, the technical support services required for its implementation, and the annual costs of the different levels of maintenance and technical support for the proposed ACD hardware and software based on the information and requirements provided in this Notice. The SAA will use the ROM for planning purposes. This Sources Sought Notice (SSN) is not a request for proposal and in no way obligates the Senate or SAA to award a contract. This SSN contains the currently available information. This information may be subject to change at any time by the SAA. It shall be the responsibility of any interested vendors to monitor the FBO site for any amendment to this Notice issued by the SAA. The information contained in this Notice will be the only information provided by the SAA during the Sources Sought process. All qualified sources should respond to this Notice by submitting an information package in accordance with the instructions provided. Failure to provide the complete information requested in this Notice will result in disqualification of the vendor from further consideration. Only vendors who submitted their complete response to this Notice and deemed qualified by the SAA will be invited to submit a proposal in response to a solicitation that may be issued later in the year. The SAA will not conduct debriefings on the results of this qualification process. Neither the SAA nor the Senate will be responsible for any costs incurred by vendors in the preparation of their responses to this Notice. Responses to this Notice are due no later than 5:00 PM EDT on April 28, 2017, electronically via email only to the attention of Cora Carag at
contact@example.gov. The subject line of the email message shall be "SSN 2017-S-031 Automated Call Distributor System". No other method of transmittal is accepted. The response shall not exceed twenty (20) pages which shall include the Narrative Response, completed ATTACHMENT A - Requirements Matrix, and the past performance information, but excluding company and product brochure/literature. Unnecessarily elaborate submissions are discouraged. The SAA may discard any pages over the 20-page limit. Access by the SAA to information in any files attached to the response is the responsibility of the submitting party. Neither the SAA nor the Senate will be responsible for any failure to access vendor submitted information. THIS IS NOT A REQUEST FOR PROPOSAL. THIS NOTICE CONSTITUTES THE ENTIRE SOURCES SOUGHT NOTICE AND IS THE ONLY INFORMATION PROVIDED BY THE SAA OR SENATE. ANY QUESTIONS ON THIS THIS NOTICE BY TELEPHONE OR E-MAIL OR ANOTHER MODE WILL NOT BE ACCEPTED. ANY REQUESTS FOR ADDITIONAL INFORMATION WILL NOT BE HONORED.
