VIRGINIA529 COLLEGE SAVINGS PLAN SM REQUEST FOR PROPOSALS FOR CLOUD- BASED CONTACT CENTER SOLUTION RFP VA A. Issue Date: November 9, 2012

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1 VIRGINIA529 COLLEGE SAVINGS PLAN SM REQUEST FOR PROPOSALS FOR CLOUD- BASED CONTACT CENTER SOLUTION RFP VA A Issue Date: November 9, 2012 Title: Issuing Agency: Period of Contract: Cloud-Based Contact Center Solution Virginia529 College Savings Plan Commonwealth of Virginia 9001 Arboretum Parkway North Chesterfield, VA From date of award through completion. PROPOSALS WILL BE RECEIVED UNTIL: 1:00 p.m., November 30, 2012 In compliance with Request for Proposals RFP VA A and subject to all the conditions imposed herein, the undersigned offers and agrees to furnish cloud-based contact center solution in accordance with the attached proposal or as mutually agreed upon by subsequent negotiation. Name and Address of Vendor: By: Signature Date: Federal EIN: Telephone Number: Address: NOTE: This public body does not discriminate against faith-based organizations in accordance with the Code of Virginia, or against a vendor because of race, religion, color, sex, national origin, age disability, or any other basis prohibited by state law relating to discrimination in employment. *Please attach an executed copy of this form to the front of the proposal submitted.

2 Table of Contents 1. Instructions to bidders Instructions Contacts... Error! Bookmark not defined Timeline and Due Dates Differentiators/evaluation criteria Background information Strategic directions and goals Operational overview Technical Overview Call Handling Implementation Approach Support expectations Solution overview Descriptive overview of proposed solution Feature/Function overview Technical overview Implementation overview Support overview Diagram of proposed solution and integration with Virginia529 environment Functional requirements Core Contact Center ACD IVR Routing and Screen Pop Multimedia Contact Routing Reporting and Analytics Functional requirements Performance Tools Quality Monitoring Future/optional items Technical requirements Platform Hardware Desktop/Client Network Network Assessment Software Updates Current System Integration Release history and plans Reliability/Redundancy Disaster Recovery/Business Continuity Implementation Project Management Implementation Training Train the Trainer Training Training Customization Informal Training/Knowledge Transfer Documentation

3 8. Support Support Processes Application optimization services available for ongoing support Supplier Information and Background Supplier Background References Partners included in proposed solution Contract Pricing Virginia529 configuration Licensing structure Hardware (if required) Professional services fees Support pricing Optional items General Term and Conditions Execution. Execution and submission of a response to this RFP shall constitute Applicable Laws And Courts Anti-Discrimination Ethics in Public Contracting Immigration Reform And Control Act of Debarment Status Antitrust Mandatory Use of State Form And Terms And Conditions For RFPs Clarification Of Terms Payment Precedence Of Terms Qualifications Of Vendors Testing And Inspection Assignment Of Contract. A contract shall not be assignable by the vendor in whole or inerror! Bookmark not Changes To The Contract Default Insurance Announcement Of Award Nondiscrimination Of Offerors Availability Of Funds Bid Price Currency. Unless stated otherwise in the solicitation, vendors shall state offer Authorization To Conduct Business In the Commonwealth

4 Statement of Confidentiality Some of the information shared in this document from Virginia College Savings Plan (Virginia529) is proprietary and confidential pursuant to the provisions of the Virginia Freedom of Information Act (VFOIA) (Virginia Code et seq.). For the information identified as confidential by Virginia529, vendor will provide appropriate and adequate measures to preserve the confidentiality of any information concerning Virginia529 s operations. Vendor agrees not to disclose any of the confidential information or make it available to others without prior written permission of Virginia529. Ownership of Proposals. Ownership of all data, materials and documentation originated and prepared for the Virginia529 pursuant to the RFP shall belong exclusively to the Virginia529 and be subject to public inspection in accordance with VFOIA. 3

5 1. Instructions to bidders This section is informational only; Virginia529 requires no response to this section. The purpose of this requirements document and request for proposals (RFP) is to solicit quotes and information on solutions from qualified vendors for cloud-based contact center applications for Virginia529. The document also provides context for further discussions with qualified suppliers. Instructions Vendor RFP responses and presentations should clearly state the ability of your organization and solution to satisfy the requirements defined within this document. Vendor is required to formally respond with a quote clearly showing what is included in the price, any exceptions or exclusions, and any optional items. Each section of this document explicitly states the information required from the vendors. Virginia529 requires 1(one) original paper and 4(four) paper copies along with an electronic copy of all proposals. Vendor quote should clearly state if any capabilities listed are not provided by the standard, currently available solution. Vendor should note when the solution partly meets the requirements, requires customization, or requires a third party. Your formal response to this request for proposals shall constitute your official quote regarding the defined opportunity presented within this document. Virginia529 expects to invite suppliers to meet with a team of Virginia529 representatives to further discuss their proposed solution. Virginia529, at its sole discretion, reserves the right to either accept or reject any and all proposed solutions. The existence of this request for proposal shall not, in any way, obligate Virginia529 to take any action regarding any response submitted by a supplier to this request. All costs for the response to this RFP and any other events in the sales process are the vendor s responsibility. Any questions concerning this RFP must be communicated in writing (fax or ) to the contact below no later than 4:00 p.m. on November 14, 2012 in order to allow time for a response prior to the proposal due date. Bill Gregory, Procurement Officer Virginia 529 College Savings Plan Phone: (804) Fax: (804)

6 Timeline and Due Dates See addendum below We have established the following schedule for the process of evaluating the vendors and solutions proposed, and subsequent implementation. Step Target Dates Release RFP to vendors November 9, 2012 Vendor questions due to Virginia529 November 16, 2012 Virginia529 responses to vendor November 20, 2012 questions provided Vendor RFP responses due November 30, 2012 Further Vendor Due Diligence December 17-18, 2012 Vendor presentations Reference checks Make selection December 19, 2012 Contract December 31, 2012 Tentative implementation dates February 28, 2013 Virginia529 will schedule vendor presentations for December Virginia529 will provide a focused agenda that defines the topics to address and how to spend the time. As you can see, the timeline is structured to complete a contract prior to December 31 st to allow time for implementation by February 28. Virginia529 appreciates vendor cooperation in helping Virginia529 achieve this goal. Addendum to RFP VA a Section has been revised to reflect target date changes in the flowing sections: Intent to Respond & vendor questions due to Virginia529, Response to vendor questions provided, Vendor RFP responses due and Make selection. Step Target Dates Release RFP to vendors November 9, 2012 Intent to Respond & vendor November 28, 2012 questions due to Virginia529 Responses to vendor questions November 30, 2012 provided Vendor RFP responses due December 7, 2012 Further Vendor Due Diligence December 17-18, 2012 Vendor presentations Reference checks Make selection December 20, 2012 Contract December 31, 2012 Tentative implementation dates February 28,

7 Differentiators/evaluation criteria Virginia529 will consider the following criteria to assess your RFP response: Critical Functions Core Contact Center Configurable call treatment announcements Segmented work states Multimedia routing Agent/Supervisor visibility into queues Performance Management options Architecture/Technical fit Fully loaded features out of the box CTI integration with Banner PCI/SOX compliant Ease of Use Configurable, flexible, user friendly and intuitive administrative, agent, supervisor and reporting interfaces Flexible custom report generation Support/management/maintenance Ongoing optimization processes Credible support included in monthly fee (support fee structure) Implementation On-site design On-site training Vendor fit Customers in the financial services industry and government sector SMB focused Price, value, and total cost of ownership Small, Woman-owned, and Minority-owned (SWAM) business status and/or plan for utilization of SWAM businesses, if applicable. This list should serve as a guide when you complete the RFP. It is not ordered in any way. Specific requirements are documented in Sections 3 through 10. 6

8 2. Background information This section is informational only; Virginia529 requires no response to this section. Virginia College Savings Plan SM, also known as Virginia529 College Savings Plan SM (Virginia529 SM ) is an independent agency of the Commonwealth of Virginia, created by the 1994 Acts of Assembly, codified at Chapter 4.9 of Title 23 ( et seq.) of the Code of Virginia of 1950, as amended. Virginia529 administers four Internal Revenue Code (IRC) Section 529 college savings programs for the Commonwealth of Virginia. Virginia529 administers two types of IRC Section 529 qualified tuition plans: a prepaid program (the Virginia529 prepaid (prepaid SM )), and three savings program: the Virginia529 invest SM (invest SM ), CollegeAmerica, and CollegeWealth. Virginia529 is responsible for assets in excess of $35 billion across the four programs it administers, making it the largest Section 529 plan in the country. Virginia529 is administered by Chief Executive Officer Mary G. Morris and an eleven member Board. Ms. Morris is a tax, securities and bond attorney, as well as a former Treasurer of Virginia and former Senior Assistant Attorney General. Virginia529 s Board is comprised of four citizen members appointed by the Governor, two citizen members appointed by the Speaker of the Virginia House of Delegates, one citizen member appointed by the Senate of Virginia Committee on Rules, and four state officials who serve by virtue of the state offices they hold: the State Treasurer, the State Comptroller, the Chancellor of the Virginia Community College System, and the Executive Director of the State Council of Higher Education for Virginia. Citizen members are required to have significant experience in finance, accounting, law, or investment management. Additional information about Virginia529 college savings programs may be found on our website at Virginia529.com. Strategic directions and goals Virginia529 s goals are to replace their current hosted ACD platform with a more robust and configurable multimedia routing system that will allow better operational visibility into their contact center performance while maintaining and exceeding customer service expectations. Operational overview Virginia529 operates a single call center with 10 agents and 2 supervisors. Initial required licenses are detailed in the following table. Agents Supervisor Administrative Virginia529 uses Oracle-based Banner as the customer record repository system. Banner is webbased, utilizing Oracle Forms with web services. Virginia529 is primarily interested in the replacement of their contact center software. However, they would consider replacing their hosted enterprise phone if it makes sense to do so. Enterprise licenses are detailed in the following table. Enterprise Phones 7

9 100 Technical Overview Virginia529 s current voice system is hosted BroadSoft solution from Verizon. Virginia529 accesses the cloud-based solution via a single T-1 through a SIP gateway to the Verizon central office. The desk phones are Polycom 601 and 650 SIP phones Call Handling All calls are first handled by an auto-attendant with options for: 1. Dial by name or extension 2. Option for 1099Q: plays recorded message 3. Speak with an Account Representative (Group 1) 4. Speak with a Program Benefits representative (Group 2) 5. Agency information, hours of operation: plays recorded message 6. Zero for operator The Program Benefits group is a low-volume group, and does not currently collect call volume statistics. The main Account Representative group receives an average of 44 calls per hour, with seasonal peaks of 140 calls per hour with 3min. 50 sec. average handle time. Implementation Approach Virginia529 expects to play a role in implementation, while relying on the vendor s experience, expertise and ability to install, design, configure, integrate, and perform knowledge transfer, working closely with us throughout the process. At this time we anticipate the vendor performing approximately 95% of the implementation tasks (e.g., skills setup, routing configurations, integration support, etc.), with approximately 5% done by Virginia529. Virginia529 will provide limited telecom and contact center staff for data collection and coordination. The vendor will play a significant role in programming and integration (including a consultative/advisory role in the integration of our existing systems such as the Banner application. Support expectations Virginia529 expects the vendor to play a significant support role, minimizing the reliance on Virginia529 IT and contact center, while supporting the business users from an application perspective. 8

10 3. Solution overview This section requires vendor response. Provide overviews and diagrams as noted. Virginia529 seeks to deploy a cloud-based, suite solution that meets its core business, functional, and technical requirements; is scalable to support growth; integrates with current Banner desktop software, Windows desktop and applications. This section requests an overview to provide big picture context as the evaluation team reviews the remainder of the proposal. Descriptive overview of proposed solution Provide a brief summary description of the proposed solution, highlighting its strengths and suitability as a solution for Virginia529 s needs Feature/Function overview List key features and functions especially addressing lists provided in this RFP, segmenting core contact center and performance tools (e.g., QM) Technical overview Describe key technical architecture and integration capabilities to Virginia529 environment. Address the openness, scalability, reliability, and configurability of the solution Implementation overview Provide an overview of how you would meet the proposed implementation approach, and any key strengths of your approach such as characteristics of the planning, processes, resources, testing, or other factors Support overview Provide an overview of how you will provide the support Virginia529 needs in the hosted environment, highlighting how you will educate and leverage the Virginia529 team. Diagram of proposed solution and integration with Virginia529 environment Provide a block diagram of your proposed solution that depicts key elements (hardware, software, and network connectivity), where these elements reside (vendor data center vs. Virginia529 premise). Describe the optimal methodology to integrate the voice path with Virginia529 s VoIP hosted enterprise phone system, unless vendor is proposing a total enterprise solution (Virginia529 will retain their existing Polycom SIP phones). 9

11 4. Functional requirements Core Contact Center This section requires vendor response. Either validate you can provide the features/functions described here, or note any exceptions, qualifications, assumptions, or other notes regarding your ability to deliver the features/functions listed. Virginia529 seeks a cloud-based suite of applications that provides the key features documented in this section. For all features, indicate compliance according to the following response codes: FC = Fully Comply with standard offering PC = Partially Comply with standard offering (explain in Comments) CC = Comply with custom solution (explain in Comments) TC = Comply with third party solution (explain in Comments) NC = Do not comply Throughout this section, vendors are encouraged to provide screens shots where appropriate to help Virginia529 understand your offering. ACD Virginia529 plans to utilize the typical configurable ACD functions available in the market. Specific ACD requirements include: Feature Work states (e.g., inbound/outbound, unavailable states for contact-related vs. non-contact related work) Virginia529-configurable call treatment (messages in queue, music on hold, status messages, expected wait time, position in queue) Virtual hold feature (ability to call back customer while maintaining place in queue, schedule call back (optional)) with user-friendly GUI that allows a business user to configure and turn on/off Ability to leave message in queue for call back and queue that message to an agent Desktop soft phone for Contact Center call control functionality Call codes to classify the contact type Auto available/manual available options upon call completion (configurable for entire system, by group/skill, or by agent) Response Code Comments 10

12 Feature Service observing (live monitoring) Manual outbound dialing tracked by the ACD Agent visibility into real-time queues (calls in queue, longest hold time, etc.) Redirect when no answer at a station using ring tone Single, common, user-friendly GUI tool for system administration Response Code Comments IVR Virginia529 requires an integrated IVR solution that enables the caller to enter digits to assist with routing the call efficiently and to self-serve for specific types of transactions. Feature Response Comments Code Prompting to support menu-based routing Prompting to support gathering caller identification to pass to Banner via CTI Single, common, user-friendly GUI tool integrating IVR logic with routing logic Configurable post-call surveys offered through IVR prompting Routing and Screen Pop Virginia529 plans to pop the appropriate customer Banner screen based on caller-entered digits through the IVR. Future capability includes ANI match to the customer account. Routing requirements include: Feature Simple routing rule design and management GUI interface Priority routing based on caller entered digits Data directed routing (routing that considers customer or situation specific data e.g., to route to previous agent, route customers based on product order or status, etc.) based on ANI or prompted caller entered digits Ability to create custom meta data fields or user defined fields for routing Response Code Comments 11

13 Feature Skills based routing including skill levels/proficiencies, priorities, multiple skills/agent, software based logins Easy to use skills management/security to control who can change skills, and track changes through a log Emergency or alternate routing that enables a business to quickly change routing, trigger default routing to an announcement, other location, or other pre-programmed destination either at the press of a button or via PC, on site or remotely Routing that is easily modified to meet business needs, including providing supervisors the ability to make basic changes for their reps (with controlled permission and logging of changes) Pop customer specific information in Banner CRM screen upon call delivery Scripts to assist CSR with handling the caller specific to the caller s needs Provide screen pop on a transferred call Response Code Comments Multimedia Contact Routing Virginia529 currently handles queued phone calls, with s, faxes and other media types assigned on a manual basis to agents. Virginia529 wishes to route voice calls, voice mails, s and Web chat sessions to the most skilled agents at time of initial solution deployment. Capabilities such as fax, and social media routing should be a current offering of the supplier, but not included in the initial solution cost. All media (proposed and future) should have consistent routing and reporting capabilities while accommodating any unique characteristics of the media. The media that are of interest for Virginia529 include: Feature Response Code inbound: Use of a customized response library spell check Web Chat Use of a customized response library Chat spell check Voice Mail (delivered to agent when agents are available) Comments 12

14 Feature Fax (future) Blended queue Support mobile, social media, and web collaboration applications (future) Response Code Comments Reporting and Analytics Virginia529 requires a single, centralized integrated reporting system that provides both snapshot (real time) and historical/trend reports on a variety of periods to reflect multimedia contact routing and outcomes for customer experience and resource utilization and performance. The system must provide selected information in real-time as well as user defined periods (daily, weekly, monthly). Virginia529 seeks a solution which can provide standard and customized reports with little effort required by business users to produce and schedule these reports. Reporting requirements include: Feature Standard contact center metrics, including but not limited to: Call volume offered Abandon rate Average call duration, talk time, wrap time, handle time Average speed of answer Percent available time Service level objective vs. actual Occupancy Calls by dialed number Calls transferred to and from agents Views of multiple reports, queues, groups, or agents Real-time agent and group performance to the agent desktop Supervisor views of agent and group performance Managers or supervisor notification/alerts based on service level, queue status or other thresholds (exception reporting to defined list of recipients) Simultaneous viewing of queues, agents states and service level Configurable thresholds to change colors Response Code Comments 13

15 Feature Real-time and historical reports for all media (e.g., , Chat, Fax, Voic ) Reports/data can be saved and exported into different file formats List formats supported Reports can be customized easily without vendor intervention. Note skills required to customize reports Flexible user-friendly tool allowing the ability to create, schedule, deliver, and display reports Drill down into specific reporting information to further explore the meaning of the data Desktop display or banner showing key performance indicators and other information Dashboard display reflecting all transaction types (calls, s, fax, mail, etc.) pending and transferred to agents and supervisors Response Code Comments Comment [jls1]: Question on word choice what does handled to agents? 14

16 5. Functional requirements Performance Tools This section requires vendor response. Either validate you can provide the features/functions described here, or note any exceptions, qualifications, assumptions, or other notes regarding your ability to deliver the features/functions listed. For all features, indicate compliance according to the following response codes: FC = Fully Comply with standard offering PC = Partially Comply with standard offering (explain in Comments) CC = Comply with custom solution (explain in Comments) TC = Comply with third party solution (explain in Comments) NC = Do not comply Quality Monitoring Virginia529 requires an integrated contact recording with agent scorecards. One hundred percent of voice calls will be recorded and stored for 6 months. Virginia529 may require data screen capture in the future, but not at time of deployment. State solution compatibility with data screen capture, but provide quote for voice-only recording. Quality monitoring and Voice of the Customer requirements include: Feature Response Comments Code 100% recording in contact center Capture voice Capture screen (future) Customizable scorecards Trending and comparisons (calibration) User interface for administration - scoring, viewing and creating reports Contact Search and retrieval functions User friendly interface for administration - searching, analyzing, reviewing, reporting Indicate any storage capacity or duration limitations Describe archiving approach Describe voice encryption and data security options with recorded voice Describe PCI and SOX compliance of solution Future/optional items The following items are options that Virginia529 may consider initially, or in the future. Indicate the ability to deliver this functionality through a module in your product suite or a 3 rd party/partner. 15

17 Feature elearning delivered to desktop, integrated with WFM or other Learning Management System Speech and text analytics Response Code Comments 16

18 6. Technical requirements Virginia529 requires a highly reliable, redundant, high performing, contact center platform solution. Platform Hardware Describe any hardware that must be placed on Virginia529 premise. Provide specifications for any hardware Virginia529 is expected to provide (listing any options) Desktop/Client Virginia529 has standardized desktop PC configuration on Windows XP and Windows 7 for the contact center. Describe any minimal desktop requirements. List any known conflicts or issues with common desktop applications. Indicate any applets or components that are required on the client. Network Describe any LAN/WAN load considerations and connectivity recommendations between the Virginia529 data center and your cloud-based data center based on the proposed solution (including full time voice recording). Indicate trunking requirements that you provide and include in pricing and indicate trunking requirements that Virginia529 is responsible for Network Assessment State any requirements for network assessment. Software Updates Describe your approach to implementing updates and upgrades to the software. Describe how your architecture and delivery process supports your approach. Be specific about disruption to Virginia529 service during updates/upgrades and the frequency. Current System Integration It is crucial that Virginia529 understand how the new system will integrate with its existing Verizon hosted enterprise phone system (unless proposing replacement of ACD and enterprise phone system). Summarize integration capabilities and note any issues or concerns for integration with the following system elements: Integration Verizon hosted VoIP Polycom 601 and 650 SIP phones Desktop integration with Banner Microsoft Exchange Response Code Comments Release history and plans Provide a release history for the last three years, and describe any plans for future releases. 17

19 Reliability/Redundancy Describe the reliability of your architecture and system and any redundancy options based on your proposed cloud-based architecture. Specifically address how you support a client from a data center perspective (e.g., are all elements in one data center with another designated as backup, or is the solution for Virginia529 provided by multiple data centers). Disaster Recovery/Business Continuity Describe any DRP functionality or options based on your proposed cloud-based architecture. 18

20 7. Implementation This section requires vendor response. Provide the information requested. Project Management Virginia529 requires Project Management by the vendor/integrator. Provide an overview of the project management methodology used. Specifically describe your discovery process to finalize a statement of work. Indicate the duration, resources, typical steps, and what you would require of Virginia529 during this process. Implementation Specifically describe the implementation process - design, development, training, testing, pilot, etc. Indicate which tasks are performed with the vendor representatives onsite and which you conduct remotely. Clearly define the role of the Virginia529 team resources required during different phases of the project. Training Provide an overview of the formal training provided as part of solution delivery, addressing: Suggested training environment Training approach classroom, on-site vs. vendor site, remote/online, etc. Train the trainer offerings Training documentation Provide a suggested training plan including all training required to effectively use, apply, and support the proposed solution(s) with a clear indication of what is included in the quote and what is not. Indicate the number of seats of training for each training class included in the price. Indicate which training is on site side by side, which is classroom on site, which is classroom at a vendor training facility, and any training that is web or computer based. Use the table below. Training End User - CC agents List all training classes Included or Optional? Number of Seats Location/Mode (on-site, vendor location, online, etc.) End User CC supervisors List all training classes Analyst (e.g., reporting, WFM, QM) 19