Alaska Online Public Notices #02-114-26

RFI: Unified Communication and Collaboration (UCC) Solution for Alaska Division of Retirement and Benefits

The State of Alaska Department of Administration, Division of Retirement and Benefits is conducting market research for a Unified Communication and Collaboration (UCC) system to enhance its Contact Center operations. - Government Buyer: - State of Alaska, Department of Administration, Division of Retirement and Benefits - OEMs and Vendors: - No specific OEMs or vendors are named; solution must support standardized USB headsets from Jabra, Plantronics, and Logitech - Products/Services Requested: - Unified Communication and Collaboration (UCC) solution for Contact Center queues - Must support multiple phone queues, call recording, call log data collection, email integration, operator chat, and in-house administration - Integration with Microsoft Teams and Exchange Online - Customizable reporting and call statistics - Support for Microsoft Windows 11 Enterprise - Compatibility with standardized USB headsets (Jabra, Plantronics, Logitech) - Cognitive speech capabilities or integration with Azure Cognitive Services - Vendor-provided training plans for administrators, agents, and managers - Unique or Notable Requirements: - Preference for cloud-hosted (UCaaS) or hybrid solutions - Compliance with GDPR, HIPAA, CCPA, and potentially FedRAMP - Security features: 256-bit TLS encryption, multi-factor authentication, data loss prevention - Vendors must provide detailed solution descriptions, compliance documentation, and information on integration/interoperability - This is a Request for Information (RFI) for market research only; no contract award is guaranteed

Description

The State of Alaska's Department of Administration, Division of Retirement and Benefits, is seeking information from qualified vendors for a Unified Communication and Collaboration (UCC) solution to support their Contact Center queues. The system must support multiple phone queues, call recording, call log data collection, email integration, and operator chat functions, with in-house administration capabilities. The RFI requests detailed information on solution features, compliance with regulatory frameworks such as GDPR and HIPAA, integration capabilities with Microsoft Exchange Online and Teams, and vendor training plans. This RFI is for market research purposes and does not guarantee future work or contract awards.

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