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Closed Solicitation Details (Historic)

Solicitations: Solicitations - Closed Public Search: Solicitation Details (ID: 7)

	Details
	Solicitation NameMember Experience Communications Platform Solicitation TypeRFP LACERA Staff Contact NameJaranilla , Francisco LACERA Contact Email mecp@lacera.com Summary of ServicesThe new system shall meet the following objectives: • Replace the existing AWS Connect with a cloud-based communications service that provides Omni-Channel Contact Center with native MS Teams certified integration. • Implement skills-based routing; remote agents; multi-channel agents; voice and screen recording; place-in-queue estimated wait time and scheduled callback; Interactive Voice Response (IVR) self-service/help; screen pops; priority routing; workforce optimization/management (including forecasting capability); customer feedback; voice authentication; real time voice analytics during calls (resulting in real time AI assisted calls), AI assisted chat capability integrated with email, IVR, and lacera.com; and service requirement escalations, analytics and reporting. • Complete the initial implementation of the platform by end of FY 2024, with subsequent phase with TBD implementation dates as we fully capitalize on all services sought. In addition to the functionality identified above, LACERA is seeking a Proposer to provide professional services (e.g., best practices guidance, training, project management, implementation, integration, and report development) that will ensure a successful implementation in a timely and professional manner.

	Dates - Solicitation
	Bid Open/Release Date11/6/2023 12:00:00 AM Intent To Respond Due Date11/27/2023 Written Questions Due Date12/8/2023 5:00:00 PM Response To Questions Bid Close Date1/12/2024 5:00:00 PM Finalist Interviews2/26/2024 Selection Notification4/3/2024

	Projected Contract Data
	Assigned Business OwnerJaranilla , Francisco Contract TypeService Agreement

	Record Info
	Solicitation ID7 Date Entered10/3/2023 1:33:03 PM Date Updated1/18/2024 12:14:43 PM

Public Files, Documents, Images

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DEI DDQ Demographics.xlsx

Attachment to MECP Exhibit H - Diversity, Equity and Inclusion Questionnaire

12/16/2023 9:26:55 AM

MECP RFP Questions and Answers.docx

12/16/2023 9:26:31 AM

MECP RFP Final.docx

11/3/2023 3:41:03 PM

MECP Exhibit A - Cover Page and Checklist Requirements.docx

11/3/2023 3:40:52 PM

MECP Exhibit B - Minimum Qualifications Certification.docx

11/3/2023 3:40:37 PM

MECP Exhibit C - LACERA MECP Requirements Questionnaire.xlsx

11/3/2023 3:40:23 PM

MECP Exhibit D - Contract for Services Template.docx

11/3/2023 3:40:08 PM

MECP Exhibit E - IT Security Controls Questionnaire.docx

11/3/2023 3:39:52 PM

MECP Exhibit F - Intent to Respond.docx

11/3/2023 3:39:38 PM

MECP Exhibit G - Selection Criteria.docx

11/3/2023 3:39:15 PM

MECP Exhibit H - Diversity, Equity and Inclusion Questionnaire.docx

11/3/2023 3:38:58 PM

Public Questions & Answers

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