Alaska Online Public Notices #RFI# 02-114-26

Unified Communication and Collaboration (UCC) System for Alaska DRB Contact Center and Division

The State of Alaska Department of Administration, Division of Retirement and Benefits, is seeking information from qualified vendors for a Unified Communication and Collaboration (UCC) system to modernize its Contact Center and division-wide communications. - Government Buyer: - State of Alaska, Department of Administration, Division of Retirement and Benefits - OEMs and Vendors Referenced: - Genesys (current platform) - Microsoft (Teams, Exchange Online) - Jabra, Plantronics, Logitech (headset compatibility) - Products/Services Requested: - Unified Communication and Collaboration (UCC) system for up to 130 users across Juneau and Anchorage - Must support multiple phone queues, call recording (for up to 30 contact center agents), call log data collection, email integration, operator chat, and in-house administration - Individual Direct Inward Dial (DID) numbers for users - Support for softphones and potential on-premises PBX integration - Integration with Microsoft Teams and Exchange Online - Compatibility with Microsoft Windows 11 Enterprise and USB-A/USB-C headsets (Jabra, Plantronics, Logitech) - Unique or Notable Requirements: - Cloud-hosted (UCaaS) or hybrid deployment options - Compliance with GDPR, HIPAA, and CCPA regulatory frameworks - Security features: 256-bit TLS encryption, multi-factor authentication, role-based access, auditability - Customizable reporting, skill-based routing, callback features - Vendors must provide governance documentation, training plans for administrators, agents, and managers, and information on integration capabilities - Current system does not support E911/location services for remote workers - Places of Performance: - Juneau, Alaska - Anchorage, Alaska

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) system 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 and customizable reporting. The RFI includes detailed requirements for security, compliance, and integration with Microsoft Exchange Online and Teams. Interested parties must submit responses via email by April 21, 2026.

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