SAM #15ULEX26P00000031

Lexington Call Center System Extension and Upgrade for Federal Prison Industries

This opportunity involves the extension and upgrade of the Lexington Call Center System for Federal Prison Industries, Inc. (Unicor), under the Department of Justice. - The system supports Customer Service, Accounts Receivable, and Payable operations at the Lexington, KY location. - The current system includes Avaya-Aura 8.x, Avaya Aura Messaging (AAM) 7.x, VMware 6.7.0, Microsoft 2016 server, and APC UPS Systems, many of which are nearing end of life. - The procurement is for 12 call center system units, each supporting telephony for 200 users, advanced call routing, supervisory monitoring, call recording integration, and SAP S4/HANA API integration. - The total estimated value is $194,911.20 (12 units at $16,242.60 each). - The acquisition is sole source under FAR 12.102(a) due to unique integration requirements with SAP S4/HANA and call recording software. - The solution must integrate with Audiolog Call Recording System and support on-site users only. - No specific OEMs or part numbers are listed, but Avaya and APC are referenced as current system components. - The place of performance is Lexington, Kentucky, with contracting offices in Washington, DC.

Description

Telephony solution providing quality voice calls to 200 user devices with routing capabilities to defined business groups in a corrections environment. Groups will have supervisors with ability to monitor agent/customer phone calls and agent status. Agents are required basic phone control capabilities such as answer, hang up, hold, transfer, conference and restricted outside access. Agents will require access to outbound customer calls through a process such as controlled speed dial lists. Real time viewing, historical and statistical reporting required. Supervisory monitoring and recording of inbound and outbound calls and playback of calls will be required. Voicemail required for supervisory staff only. Call in routing and menu options change dependent upon business hours and holiday schedules. All users will reside on local site. Telephony solution integrates to a call recording software such as Audiolog Call recording system. Telephony solution integrates to company database such as SAP S4/HANA via API for Sales Order entry.

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