This bid is for a cloud contact center platform and staffing services supporting operations throughout Kentucky, United States, with on-site, remote, and hybrid coverage.
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Platform: HIPAA-compliant voice, email, chat, and SMS with IVR, CRM, call routing, outbound dialing, workforce management, analytics, and reporting.
Estimated volume: 30 million active voice minutes annually, plus 18,000 contacts annually each for email, chat, and SMS. Separately price 650 concurrent agent licenses and 150 concurrent supervisor licenses.
Staffing: Managed operations and hourly staffing for Tier 1/Tier 2 agents, supervisors, quality analysts, and managers. At least 75% of managed operations staff must be located in Kentucky, with primary operations in the continental United States.
Transition: Port approximately 32 toll-free numbers plus local numbers; migrate IVRs, integrations, five years of historical data, and approximately 350 knowledge articles. Complete platform and staffing launch within 6–8 months after contract execution.
Service requirements: English/Spanish support with additional translation coverage; 99.5% platform uptime; record all calls with at least five years of recording retention. Operating hours vary by program, including 24/7 coverage.
Pricing: Provide implementation costs, monthly maintenance, concurrent license rates, tiered telephony rates, managed service rates per active voice minute and digital contact, and hourly staffing rates by role. Include equipment, licensing, and support in managed service and managed staffing rates.
XL Eagle