District of Columbia Cobblestone Systems #CFOPD-15-C-015

Award and Extension: Alvaria/Aspect Telephony Call Center Upgrade, Support, and Maintenance for DC OCFO

The District of Columbia's Office of the Chief Financial Officer (OCFO) has awarded and extended a multi-year contract for the upgrade, maintenance, and support of its telephony call center infrastructure. - Government Buyer: - District of Columbia, Office of the Chief Financial Officer (OCFO), Office of Contracts and Office of Financial Operations - OEMs and Vendors: - Aspect Software, Inc. (now part of Alvaria, Inc.) – primary OEM for telephony and workforce management systems - Alvaria, Inc. – current OEM and service provider for Unified IP, Quality Management, and Workforce Management solutions - Third-party authentication products: Yubico and Axiad (for smart card integration proof of concept) - Products and Services Requested: - Unified IP software licenses (e.g., Media Port, Inbound Agent, SIP Phone, Reporting, IVR, API, and Administrator licenses) - Alvaria Quality and Workforce Management software and licenses (including named employee and concurrent licenses) - Hardware and software maintenance/support (mission critical, hardware, third-party, extended support for end-of-life products) - Annual education and learning subscriptions for all Alvaria products - Professional services: implementation, consulting, project management, IVR scripting, certificate configuration, and system upgrades - Proof of Concept for integrating Yubico and Axiad smart card authentication with Alvaria systems - Notable part numbers: 3300-3471, 30-20201, 7000-6706, 7030-1197, 7030-0996, 7030-0998, 551542, 042, 043, 011, 018, 7022-0042 - Quantities include up to 321 Media Port licenses, 135+ Inbound Agent licenses, 115 concurrent recording licenses, and 128 named employee licenses - Unique or Notable Requirements: - Integration of third-party smart card authentication (Yubico/Axiad) with call center systems - Support for end-of-service-life products via extended support plans - Remote and after-hours implementation and consulting services - Ongoing annual renewals for support, maintenance, and education subscriptions - Comprehensive upgrade and migration of IVR and call routing applications - Place of Performance and Delivery: - All work and deliveries are centered at OCFO offices in Washington, DC, primarily at 1100/1101 4th Street, S.W., with remote services as needed

Description

The Government of the District of Columbia Office of the Chief Financial Officer, on behalf of the Office of the Chief Information Officer, requires a contractor to upgrade the current Aspect telephony system. The contract includes maintenance services and has four one-year option periods, all of which have been exercised. The current contract term runs from April 8, 2025, to April 7, 2026. The contractor responsible for this work is Alvaria, Inc., located in Atlanta, GA.

View original listing