Request for Proposal (RFP)

Transcription

1 Page 1 of 27 Request for Proposal (RFP) For a Customer Support Software Package September 28, 2015 Orange County Clerk of Courts 425 North Orange Ave Orlando, FL 32801

2 Page 2 of 27 Table of Contents 1.0 Purpose of this Request Business Overview & Background Terms Submission Details Submission Questions and Clarifications Electronic Submissions Customer Support Software Package General Vendor Requirements Documents to be submitted Executive Summary Organization Product Client References Project/Implementation Management Training On-going Support Maintenance / Upgrades Cost Cost and Fee Arrangement Termination Clause Selection Criteria Detailed Specifications Scope of Work Business, Technical and Chat Requirements Additional Specifications for a Customer Support Software Package Appendix A Business Requirements Appendix B Technical Requirements Appendix C Business and Technical Requirements for Chat... 26

3 Page 3 of Purpose of this Request The Orange County Clerk of Courts, hereafter referred to as OCCC, is seeking proposals from highly qualified, experienced vendors of Customer Support software packages. Competitive bids for the project are being sought from those indicating interest in being contacted. This proposal seeks vendors who can provide a customer support software package that will substantially meet the technical requirements and the business requirements of the operational business areas of the OCCC as set forth in the Appendices. 2.0 Business Overview & Background OCCC is a constitutional office that serves the citizens of Orange County, Florida and has approximately 460 employees. Our main work site is Orange County Courthouse with 84% of the population at this location and the remaining workforce at seven outlying locations and branch offices, all within the boundaries of Orange County, Florida. The Mission of OCCC is to manage information of the justice system and provide other public services for the global community in an efficient and effective manner. OCCC pursues excellence through efficiency and effectiveness. 3.0 Terms The Orange County Clerk of Courts, being a government entity doing business within the State of Florida, is obligated under the Sunshine Laws to provide any information other than that deemed non-public under the same Laws to any individual making a public records request for such information. Selected vendor(s) and all sub-contractors of selected vendor(s) shall be required to sign a standard nondisclosure agreement addressing information/content deemed non-public if there is not already one on file. All agreements/contracts entered into with Orange County Clerk of Courts shall contain a Florida Public Records compliance paragraph. This Request for Proposal (RFP) in no way commits funding by the OCCC for any product/service. This request does not obligate the OCCC to award a contract and reserves the right to cancel the solicitation if it is considered to be in its best interest. The OCCC reserves the right to waive any requirement of the RFP if OCCC deems it to be in the best interest of the Clerk s office. This RFP and any agreement, license, or contract executed as a result of the award/determination of this RFP is/will be governed by the laws of the state of Florida. Any/all protest toward any decision made by OCCC related to this RFP must adhere to Florida state laws. All protests submitted must be supported with a minimum $ bond.

4 Page 4 of Submission Details Timetable for the response to the Request for Proposal for a Customer Support Software Package: RFP Release Date to Public Vendors September 29, 2015 Written Questions Due to OCCC October 9, 2015 by 5:00 p.m. EST Response to Vendor Questions October 28, 2015 Proposal Deadline November 11, 2015 by 5:00 p.m. EST Completion of Proposal Evaluations November 25, 2015 Vendors Selected for Demonstrations Notified December 2, 2015 Presentations by Selected Vendors December 9, 2015 thru December 16, 2015 Final Selection by Selection Team January 6, 2016 Anticipated System Launch Summer - Fall 2016 This Request for Proposal (RFP) is an invitation by the OCCC for potential vendors to submit a proposal, which may be subject to subsequent discussion. Submittal of a proposal does not create any right in or expectation to a Contract with the OCCC. The OCCC reserves the right to reject any or all proposals and the OCCC further declares that it will incur no financial obligations for any costs by any company in preparation of their proposal. 5.0 Submission Questions and Clarifications Any mailed responses or questions or topics requiring clarification must be submitted on or before October 9, 2015 by 5:00 p.m. EST and should be addressed to the following person: Damaris Nazario, Purchasing Specialist Financial Services Office Orange County Clerk of Courts 425 North Orange Ave., Suite #260 Orlando, FL Voice: Damaris.Nazario@myorangeclerk.com 6.0 Electronic Submissions Electronic submission in response to this Request for Proposal is the preferred method and will be accepted as long as they are sent by the deadline of November 11, 2015 at 5:00 p.m. EST and meet the following document standards: Sent via to: Damaris.Nazario@myorangeclerk.com

5 Page 5 of 27 Document standards: Qualified vendors are asked to request a spreadsheet of the Business, Technical and Chat requirements to submit their responses in Additional information beyond the Business, Technical and Chat requirements including but not limited to general vendor requirement responses may be submitted in Microsoft Word format or Adobe Acrobat format, file name should end in.pdf Inbound s to the OCCC are limited to less than 25 MB. The OCCC will confirm receipt of your submitted proposal. All responses to vendor questions will be posted on the OCCC s website, located at Orange County Clerk of Courts Responsibilities The OCCC will provide the following in support of the RFP process to the qualified vendors: If OCCC determines part of the selection process will include vendor demonstrations for their proposed applications OCCC will provide the facilities and scheduling for such demonstrations All questions/answers will be made available to all prospective vendors via a subsequent document posting to the Clerk s Internet site during the submission period. 8.0 Customer Support Software Package The desired solution for the Customer Support software package will take into account the following perspectives: overall organization (multiple business areas with different data needs); agents (handle different request types based on division and handle multi-language responses to the public); supervisors (assist agents, assure SLAs are being met for each division), and managers (report on SLAs, customer trends). For the managers, the Customer Support application helps in providing the best service to the customer. This will in part be accomplished by monitoring tickets and highlighting those near the SLA expiration point. The Customer Support application will also give agents resources for responding to tickets such as pre-defined forms, easier search ability, and the ability to respond to the customer with more information such as hyperlinks to our knowledgebase items. The Customer Support application will provide for the reporting of the customers satisfaction with the service provided by offering to have them respond to a survey. Reporting on the trends of customer requests will also be an important part of the application. 8.1 Mandatory Requirements Vendor must be able to meet the following requirements to be considered. 1. Shall be compliant with WCAG 2.0 AA of the Americans with Disabilities Act (ADA).

6 Page 6 of Shall provide a knowledge base with full text search availability and easy to use navigation that can give customers immediate answers to common issues at any time. 3. Shall provide configurable capability as required by an OCCC administrator or business area which would allow each business area to customize the response / incident screens and change as business needs change. 4. Shall have the ability to route requests to specific business areas as necessary. 5. Shall be able to reassign a ticket between business areas. 6. Shall be able to send attachments in responses sent to the customer. 7. Shall be 100% web-based, (i.e. all functions can be accessed via Web browser) that can be used with the OCCC public web site. 8. Shall have the ability for the application to monitor the time left to respond to a ticket and highlight those that are nearing the expected completion time (time set by business area administrator).

7 Page 7 of Shall be able to accept one or more attachments from a customer in different formats such as Doc, Excel, PDF, JPG and TIFF. 10. Shall provide the ability to create reports that would allow for relevant and meaningful trends to be determined based on the types of tickets we are receiving. 9.0 General Vendor Requirements 9.1 Documents to be submitted Vendor must submit the following information to be considered (include the corresponding item number with each response) Executive Summary Summarize on one page or less the key products and services you are proposing. Explain how these products and services will provide a benefit to the OCCC if we use them Organization Please respond to all of the following items: Provide an overview of your organization including number of years in business, including the year and place the company was first established The size of the company per year in terms of locations and staff numbers for the last five years The history in sales and revenue over the last five years: product sales, showing growth of business (local, regional and global) Information on the organization statistics (e.g., geographic distribution, market share, reputation, company highlights, etc.) Information as to whether the organization is independent or part of a larger conglomerate. If the latter, details on the holding company Information of any company that merged with or was purchased by the organization or if the company was acquired and when Audited financial statements of your company for the past two years or similar documentation showing financial health.

8 Page 8 of What percentage of revenues does this offered product represent to your company versus other products and/or services? Specify if your organization has any of the following designations: Certified Minority and Women Business Enterprise (MWBE) Certified Disadvantaged Business Enterprise (DBE) Verified Veteran-Owned Small Business (VOSB) Verified Service-Disabled Veteran-Owned Small Business (SDVOSB) Do you have third-party partners that meet any of the above designations? If so, please provide specifics Information on insurance that will cover work done on this project by their employees. The OCCC may require specific insurance be carried for our benefit Disclose any information regarding any pending or previous litigation within the last six years regardless of outcome filed by or against this company or its predecessors. This is to include the case name, court and case number, and a description of the case and the outcome Product Please address the following items based on your offerings specific to the Customer Support software package: How long has the application been in the market? How many customers are using the application? Provide a list of all Florida customers using the application; include their address Provide a list of the six largest public customers using the application Explain the compatibility of the application List the platform(s) the application is running on (we will look at both on premise and SaaS options) Client References Please provide a minimum of three references whose use of the Customer Support software package most closely match OCCC requirements. For each reference please provide the following: Client company name Client contact person Client address (street, city, country, post code), address, telephone and fax number Application or modules currently installed at Client s site including version Date of delivery/installation of application/module Length of time application/module in use by Client in a production environment Project/Implementation Management Please provide the following items relating to managing the installation/integration of the proposed application into the OCCC operations: High level project plan to include tasks, milestones and deliverables Project management methodology Availability of Project/Implementation Manager familiar with your solution

9 Page 9 of Training Please explain the specifics of training to be provided as it relates to the application: Training to be provided syllabus, timeline and intended participants for each course What is your approach to training the Administrator of Application? What is your On-Going training approach? Following implementation would there be a means to train new users without affecting the production application? What training materials are provided with training; what materials are available in addition to those used during a training session? Describe your training staff s qualifications and experience On-going Support Please respond to the following support issues as it relates to the on-going support of the application following installation: Describe your method of providing telephone support. Include location, organizational structure and level of capabilities of support staff. If you have more than one location, detail the area and level of support for each location. What is the typical hold time for an initial support call? How many of your support calls are typically resolved during the initial call? Do you provide , web-enabled access or other on-line support? What is the typical turnaround time for or other on-line support? Do you provide on-site support? Is it possible to receive support from your website? For example, do you have commonly asked questions posted on your web site or the capability of real-time interactive support? What is the escalation procedure for problems? How do you provide tracking of incidents and their resolutions? Describe your regular follow-up procedures for problem resolution Maintenance / Upgrades Describe your methodology and schedules for software maintenance Describe your process for upgrades and also for releases Is maintenance transparent to end users? Cost Please address each of the following items pertaining to proposed investment by OCCC into the Customer Support application: Do you offer any type of General Services Administration pricing? If so what agency was your original proposal filed with and exactly what services are included in the agreement? Provide cost of implementation broken down by: Software Licensing be specific on # of licenses and type of license Maintenance & Support what is included, what is not? Customization / Configuration hourly rates Additional Implementation Charges (full implementation support is expected)

10 Page 10 of Travel would be required to be billed and paid for in accordance with the policy of the Clerk s office and Florida law Other probable implementation costs such as: 1. Project Management 2. Training 3. Consulting It is the vendor s responsibility to highlight all costs related to the implementation of their solution. Key components that are required but not quoted for will be the responsibility of the supplier Cost and Fee Arrangement The vendor must provide a proposal with maximum cost for the project based on the project as described herein. To the extent desired, additional recommendations and services or options may be included as additions to the project on an optional basis. These optional items shall be priced separately from this Request for Proposal. Responses should include a breakdown of the firm s rates, fees and charges for services, by section where applicable and for total project including implementation support and any on-going maintenance expense and the basis for such expenses. Vendor should propose expected payment schedule within RFP. The payment schedule will be finalized at time of contract execution. The Clerk of the Court s payment terms are within 30 days of receipt of invoices. All prices shall be firm and not subject to increase during the period of the Contract Termination Clause OCCC shall have the right to terminate the Contract at any time, upon 30 days written notice to the service provider, whenever OCCC determines that the performance of the vendor is unsatisfactory, whenever the funds are not appropriated by OCCC to pay for such services, or for cause of the convenience of OCCC Selection Criteria To be considered, a vendor must be an established vendor of requested services. The vendor should be able to demonstrate that its recommended solutions have been successfully implemented in other organizations of similar size and meet the requirements. Selection is not based solely on the lowest cost proposal. All proposals submitted will be evaluated using the following criteria at a minimum: 1. Compliance with the RFP, and/or 2. Understanding of the project, and/or 3. Services to be provided, and/or 4. Ability to meet or exceed the stated Business and Technical Requirements, and/or 5. Qualifications of the firm, including but not limited to its experience and personnel assigned to the project, and/or

11 6. Cost, and/or 7. Must include three verifiable references. Page 11 of 27

12 Page 12 of Detailed Specifications 13.1 Scope of Work The successful vendor will be expected to maintain ongoing and open communications between designated OCCC representatives over the course of the project. The proposed application and integration methodology will be selected based on its ability to meet the requirements as outlined in this Request for Proposal. If for any reason the proposed solution does not meet the requirements as stated, the vendor must state any proposed work-around, or future proposed solutions and note any part/partial of a requirement that cannot be met. Vendor will supply a team of professionals to supplement the implementation process led by the OCCC project manager. The team should include staff members skilled in the abilities of the Customer Support software package. The staff members will be directly involved in the design and configuration of the look and feel of the screens used by the public and the in-house agents. They will also provide training for the agents and their management, as well as, the application and operational administrators Business, Technical and Chat Requirements The business requirements pertinent to this RFP are found in Appendix A. The technical requirements pertinent to this RFP are found in Appendix B. The business and technical requirements for Chat pertinent to this RFP are found in Appendix C. Qualified vendors are requested to submit their responses to these requirements as a spreadsheet that they can request. For those vendors who need to use the ADA version, please respond using the vendor response area for the requirements in the appendices Additional Specifications for a Customer Support Software Package The following are additional specifications for services related to the Customer Support Software Package RFP: 1. All data stored within/by/or made a part of relating to the OCCC and its Organization remains the property of OCCC in perpetuity. 2. Chosen vendor will not use or share OCCC data for anything other than providing the services being solicited in this RFP.

13 Page 13 of 27 Appendix A Business Requirements Please respond to each of the following requirements as it relates to the functionality of the application: 1. Shall be able to accept s from customers that can be recorded in the system. 2. Shall allow operations staff members (agents) to enter tickets for customers that they receive thru other media such as phone calls and Chats. 3. Shall be able to build pre-canned responses that personnel can select from to send to a customer using a pull-down. 4. Shall be able to update and change auto-reply responses to customers. 5. Shall be able to send automated responses to the customer without including a priority or specific status in the subject line when the ticket is still being worked on. 6. Shall be able to run Spell Check on responses prior to sending it to the customer. 7. Shall provide the customer the ability to attach documents in a simple, straight-forward manner. 8. Shall allow for customized form creation for each business area. 9. Shall be able to send the customer hyperlinks to areas of the Clerk s internet site that might help them understand the response to their issue.

14 Page 14 of Shall be able to notify the customer if the clock changes (number of days needed to respond) with an explanation as to what is happening and why (i.e. ticket transferred to another area). 11. Shall provide the ability to enter notes and / or comments that do not get sent back to the customer and are not visible to the customer. 12. Shall provide the ability to reassign or reopen a ticket without notifying the customer. 13. Shall be able to validate fields or force the entry of some fields based on each business areas need for certain data. 14. Shall provide the customer the ability to enter case number(s), the filing number and party name(s) that are related to the request. This could be one case or multiple cases. 15. Shall provide a field that the customer can enter to use to determine what "type" the customer is (i.e. public, business, attorney, bonds man), along with identifying information such as a BAR number for attorneys. 16. Shall provide the customer the ability to enter a title for the incident that would be included in the subject in the response Shall be able to set the contact type for the customer. Options to include are , FAX, PHONE, WALK- IN, and MAIL. 18. Shall allow the number of days that a request will take be configurable.

15 Page 15 of Shall have the ability for both the OCCC staff and the customer to enter additional comments into an incident beyond those initially entered. 20. Shall have the ability for the customer to get more information about the business areas in order to determine which one to route an incident to. This needs to include the Clerk branch offices that customers could send requests to. 21. Shall provide agents the ability to add tips and resolutions for common issues to a knowledge base that will be accessible to both customers and other agents to find answers to their questions. 22. Shall have the ability to route to separate queues within the same operations area for particular types of requests. 23. Shall have the information that the customer enters as far as their name, phone number, address, etc. be in the ticket information instead of just in the body of the ticket so that it doesn't have to be keyed in again by the agent. 24. Shall be able to see that there are attachments from the first page of the ticket. 25. Shall be able to see information that the customer has sent in an area on the detail screen. 26. Shall be able to include a resolution on incidents that are transferred between agents in the same business area that do not go back to the customer. 27. Shall be able to change the status of a ticket. Statuses used today are Open, In-Progress and Closed.

16 Page 16 of Shall be able to change the due date on the ticket and track the changes (when was it changed and by whom) up to a specified number of times. 29. Shall be able to change the clock for closing a ticket (i.e. 3 days instead of 2 days for more complicated requests or outside agency involvement). 30. Shall have the ability to use different priority identifiers (i.e. ADA, Attorney, Rush, etc.). 31. Shall allow for a "Super User" or Administrator who can modify forms, maintain queues, set the number of days sent in the response to the customers so that it can be changed for holidays (i.e. it takes more days at Thanksgiving to respond so the customer needs to know that they won't get a response for 5 days rather than 2 days.). 32. Shall be able to create a chain of old and new data when re-opening an incident. 33. Shall have the ability to select a percentage of customers whose address we have to send a short survey to determine their satisfaction level with our service. 34. Shall have the ability to have multiple tickets open at one the time in order to work on them all at the same time. 35. Shall be able to replace existing reports that have been developed. 36. Shall be able to report on how many tickets were closed in a specified period, how many met the SLA and how many did not meet the SLA. 37. Shall have the ability to report on a specific customer support agent's queue and / or work trends.

17 Page 17 of Shall be able to sort on certain data fields in order to track trends. 39. Shall have the ability to report on certain data fields with specific values. 40. Shall have the ability to search by ticket #, name, phone number or specific address. 41. Shall have the ability to 'view' the history of a ticket for a minimum of 1 year and preferably for as much as 5 years. 42. Shall have the ability to view the history of ticket attachments for a minimum of 1 year and preferably for as much as 5 years. 43. Shall have the ability to 'view' the history of customer s for a minimum of 1 year and preferably for as much as 5 years. 44. Shall be able to determine if duplicate requests exist and combine them automatically. 45. Shall provide supervisors the ability to access and update a ticket even if it is assigned to an agent. 46. Shall have the ability for supervisors to transfer tickets that are still open from one agent to another. 47. Shall have the ability to start the ticket numbering system at a point or in such a matter as to not reuse a number that has already been used.

18 Page 18 of Shall be able to ability to connect to other applications in use at the OCCC. 49. Shall be able to provide enough licenses to cover all of the staff that use the application today, plus additional licenses for any staff that may be added in the future. 50. Shall have a conversion process that will take the data that is in the current system and copy it to the new system in order to have the 5 years of history of incidents. 51. Shall provide security that would allow personnel from multiple business areas to view or update tickets. 52. Shall provide the ability to call a Help Desk to get an explanation of certain features or for help when problems occur. 53. Shall be able to train the staff that works tickets and provide them with comprehensive training materials. 54. Shall have training available for staff after initial implementation.

19 Page 19 of 27 Appendix B Technical Requirements Please respond to each of the following requirements as it relates to the technical ability of the application: 1. Shall be able to integrate error messages with an online help function. 2. Shall allow an OCCC administrator to maintain an error history log. 3. Shall provide a consistent user interface across all components with consistent navigation patterns. 4. Shall provide for all configuration transactions to be auditable. 5. Shall provide audit trails that record user actions and data viewed by users. 6. Shall provide auditing inquiry tools and reporting capabilities. 7. Shall prevent transactions from posting until all "required" form fields are completed and validated. 8. Shall highlight errors on the screen for immediate correction (online immediate validity checks). 9. Shall provide the ability to store user preferences for menu, screen, column, fields and default values. 10. Shall provide data entry options that are based on security profiles.

20 Page 20 of Shall be able accept the entry of tickets from customers running any modern web browser. 12. Shall provide the ability to mask sensitive data as required by law or deemed by the OCCC. 13. Shall provide for application pages that support automatic population of data values where appropriate, relative to user data entry. 14. Shall allow the OCCC administrator to define whether data fields in the user interface are required or optional. 15. Shall be able to link to other helpful parts of the Clerk s site. 16. Shall be compatible with development platforms such as WSDL, SSRS, Web Services, C# and CSV. 17. Shall provide the ability to create new objects such as tables, fields and screens. 18. Shall provide the ability to modify/change objects such as tables, field names and user interface layout. 19. Shall support OCCC configurable notifications to employees and administrators. 20. Shall provide a completed set of technical documentation for administrators. 21. Shall provide a completed set of technical documentation: glossaries, data diagrams, data dictionaries, etc.

21 Page 21 of Shall support the use of authenticated SMTP relay. 23. Shall provide a strong implementation team that can provide a suggested implementation plan, share best practices and lessons learned. 24. Shall provide a product implementation team that will provide integration services with our staff or vendors to provide integration support. 25. Shall support integration with a separate system of record for core user data. 26. Shall support gathering information from scanner / digitizing device. 27. Shall provide an integrated toolset(s) accommodating report design, development, report generation, and report distribution. 28. Shall provide an integrated toolset for end-user interface design. 29. Shall provide an integrated toolset(s) for purging of data. Presently tickets are purged after 5 years. 30. Shall provide a toolset(s) with the ability to develop interfaces for internal and external systems using technology such as but not limited to Web Services, XML, WSDL, CSV and SOAP.

22 Page 22 of Shall deliver content to the users via browser with no plug-in requirements (e.g. JRE, Flash, Silverlight, solution specific plug-ins). 32. Shall be able to send customers attachments in multiple formats (e.g. invoices, PDFs, etc.). 33. Shall have the ability to configure the ticket input screen(s) with "branding" for Orange County Clerk of Courts. 34. Shall provide architecture to support high system availability (HA). 35. Shall provide a user interface for all application and infrastructure configuration and maintenance functionality to be available via Web access. 36. Shall provide the ability to access and manage content using mobile devices. 37. Shall allow end-users with the appropriate security to modify report queries. 38. Shall allow users to report on any user defined parameter values or range values. 39. Shall support the customization of appearance of built-in reports and reports created within the solution. 40. Shall provide drilldown capabilities for reports. 41. Shall provide an easy to use report interface for non-technical users.

23 Page 23 of Shall provide the ability to automatically run built-in reports and reports created within the solution. 43. Shall be able to generate reports that suppress or display information based on user's security. 44. Shall have the ability to distribute reports through different media such as or via embedded links. 45. Shall provide a print format for tickets and allow for them to be printed on any available printer. 46. Shall support single sign-on of internal users using Active Directory. 47. Shall allow automation of creation and deactivation of internal user accounts relative to status of Active Directory. 48. Shall provide the ability for the OCCC administrator to restrict data access by person ID or user ID. 49. Shall provide the ability for the OCCC administrator to define security profiles that restrict user ability to log on. 50. Shall provide the ability for the OCCC administrator to define security profiles that restrict user ability to add/change/delete and view data. 51. Shall provide the ability for the OCCC administrator to view or obtain security reports showing authorized / unauthorized system use.

24 Page 24 of Shall provide the OCCC administrator with the ability to define the password length and complexity if not using Active Directory logon. 53. Shall provide customizable password aging as an OCCC administrator defined maximum number of days. 54. Shall enforce password lock-out after OCCC administrator defined number of failed attempts. 55. Shall define user access groups based on job responsibilities to ensure separation of duties. 56. Shall have the ability to disconnect or log out user sessions during designated periods of inactivity. 57. Shall deactivate user accounts after OCCC administrator defined period of inactivity. 58. Shall allow the OCCC administrator to view or obtain reports of user rights based on security profiles. 59. Shall encrypt in storage and in transition all sensitive data. 60. Shall encrypt all data at the data-tier. 61. Shall encrypt in storage and in transition all account names and passwords. 62. Shall be able to scan attachments to s for viruses, etc.

25 Page 25 of Shall provide a toolset(s) for workflow design and management. 64. Shall use workflow to electronically route customer requests. 65. Shall provide workflow alerts that can be integrated with authenticated SMTP server. 66. Shall provide a solution integrated, designed and implemented in a workflow architecture. 67. Shall provide for workflow rules to be established based on Events, User Roles, percentage and numerical thresholds. 68. Shall provide for workflow rules to allow delegation of workflow approval. 69. Shall be SQL based in order for the OCCC team to be able to develop queries and custom reports.

26 Page 26 of 27 Appendix C Business and Technical Requirements for Chat Please respond to each of the following requirements as it relates to the application providing Chat functionality: 1. Shall be able to create auto responses with Chats. 2. Shall provide semi-filled canned responses so agents can fill in the blanks. 3. Shall be able to generate productivity reports from the Chats. 4. Shall be able to have managers and supervisors do quality control of the Chats. 5. Shall give agents the ability to use hot keys to give certain pre-set responses. 6. Shall have the ability to create agent dashboards to monitor response times to Chats against goals. 7. Shall have the ability to create supervisor dashboards to monitor agent response times against goals for Chats. 8. Shall have the ability to translate Chats in Spanish and other languages. 9. Shall provide skill-based routing capability for Chats. 10. Shall provide spell check for the Chats. 11. Shall provide Chat ability in more than one area of the organization.

27 Page 27 of Shall have the ability to automatically inform customers as to the expected wait time for the next available agent. 13. Shall have the ability to have an agent working on more than one Chat at a time. 14. Shall have the ability to automatically offer customers to do a survey at the end of the Chat. Technical Requirements for Chat 15. Shall have the capability of integration of Chat within ASP.NET websites. 16. Shall be able to maintain a complete recording history of every Chat session and provide a mechanism to set data retention of the recording history. 17. Shall have the capability of integration of the Chat within both secure and non-secure sites.