Category 27 - Standard Contact Center Services Statement of Work Technical Requirements

INVITATION FOR BID

IFB C4DNCS19

Data Networks and Communications Services

CATEGORY 27 – STANDARD CONTACT

CENTER SERVICES

AT&T Corp.

Statement of Work

TECHNICAL REQUIREMENTS

10/27/2020

BAFO

Issued by:

STATE OF CALIFORNIA

California Department of Technology Statewide

Procurement

PO Box 1810

Rancho Cordova, CA 95741

Disclaimer: The original PDF version and any subsequent addendums of the IFB

released by the Procurement Official of this Bid remain the official version. In the

event of any inconsistency between the Bidder’s versions, articles, attachments,

specifications or provisions which constitute the Contract, the official State

version of the IFB in its entirety shall take precedence.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

AMENDMENT LOG

Amendment # Date Amendment Description

7 6/30/21 Header added to Document

Section 27.2.1 – Modified eVAQ Section Reference

Table 27.2.2.b – Unsolicited General Features Table –

Modified Language

Table 27.2.3.7.1.b – Unsolicited ACD Agent Package

Features Table – Modified Language

Table 27.2.3.7.2.b – Unsolicited ACD Supervisor’s

Package Features Table – Modified Language

Table 27.2.3.7.3.b – Unsolicited ACD Administrator’s

Package Features Table – Modified Language

Table 27.2.4.5.b – Unsolicited IVR Services and

Features Table – Modified Language

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Table of Contents

27.1 OVERVIEW ............................................................................ 5

27.1.1 Bidder Response Requirements .................................................................... 5

27.1.2 Designation of Requirements ........................................................................ 5

27.1.3 Pacific Time Zone ........................................................................................... 6

27.1.4 Contractor Reference – Single Engagement Limitations ........................... 6

27.2 CONTACT CENTER SERVICES .............................................. 6

27.2.1 General Requirements ................................................................................... 6

27.2.1.1 Load Balancing and Automatic Failover .............................................. 8

27.2.1.2 Geographic Distribution .......................................................................... 8

27.2.1.3 Redundancy ............................................................................................. 8

27.2.1.4 ACD and IVR ............................................................................................ 8

27.2.1.5 Virtual Contact Center Support ............................................................. 8

27.2.1.6 Intelligent Call Routing ............................................................................ 9

27.2.1.7 Network Queuing ..................................................................................... 9

27.2.1.8 ACD and IVR Integration ......................................................................... 9

27.2.2 Contact Center General Features ............................................................... 9

27.2.2.1 Web Call Back .......................................................................................... 9

27.2.2.2 Web and SMS Text Chat ........................................................................ 10

27.2.2.3 Digital Recording ................................................................................... 10

27.2.2.4 Collaborative Browsing ......................................................................... 11

27.2.2.5 Email Response Management (ERM) .................................................. 11

27.2.2.6 Workforce Management (WFM) System ............................................. 12

27.2.2.7 Automated Preview Outbound Dialing ............................................... 13

27.2.2.8 Automated Predictive Outbound Dialing ........................................... 14

27.2.2.9 Voice Callback ...................................................................................... 14

27.2.2.10 Quality Management .......................................................................... 15

27.2.2.11 Screen Capture .................................................................................... 15

27.2.2.12 Blended Agent ..................................................................................... 15

27.2.3 Automatic Call Distributor (ACD) .............................................................. 131

27.2.3.1 Contact Center Interoperability ......................................................... 131

27.2.3.2 Queue Status ........................................................................................ 132

27.2.3.3 Music on Hold ....................................................................................... 132

27.2.3.4 Service Observation – Voice............................................................... 132

27.2.3.5 ACD System Administrator Functionality ........................................... 133

27.2.3.6 Customer ACD Monitoring and Reporting Requirements ............... 133

27.2.3.6.1 Customer Historical Reporting ...................................................... 134

27.2.3.6.2 Real Time Monitoring and Reporting ........................................... 135

27.2.3.7 ACD Packages ..................................................................................... 136

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

27.2.3.7.1 ACD Basic Agent Package .......................................................... 136

27.2.3.7.2 ACD Basic Supervisor’s Package ................................................. 176

27.2.3.7.3 ACD System Administrator Software Package ........................... 186

27.2.3.8 Physical Security Controls .................................................................... 195

27.2.3.9 Data Breach Reporting ....................................................................... 195

27.2.4 Interactive Voice Response Solution ........................................................ 195

27.2.4.1 Multi-Platform Integration .................................................................... 195

27.2.4.2 IVR Standards ....................................................................................... 196

27.2.4.3 Load Balancing and Redundancy .................................................... 196

27.2.4.4 IVR Applications ................................................................................... 196

27.2.4.5 IVR Services and Features ................................................................... 197

27.2.4.6 IVR Summary Reporting ....................................................................... 218

27.2.4.7 IVR Commercial Reports ..................................................................... 218

27.2.5 Contact Center Geographic Service Areas ........................................... 218

27.3 SERVICE LEVEL AGREEMENTS (SLA) ................................ 235

27.3.1 Service Level Agreement Format ............................................................. 235

27.3.2 Technical Requirements versus SLA Objectives ...................................... 236

27.3.3 Methods of Outage Reporting: Customer or Contractor ...................... 236

27.3.4 Bidder Response to Service Level Agreements ....................................... 237

27.3.5 Contractor SLA Management Plan .......................................................... 237

27.3.6 Technical SLA General Requirements ...................................................... 238

27.3.7 Trouble Ticket Stop Clock Conditions ....................................................... 240

27.3.8 Technical Service Level Agreements (SLA).............................................. 244

27.3.8.1 Availability (M-S) ................................................................................... 244

27.3.8.2 Catastrophic Outage 2 (CAT 2) (M-S) ............................................... 245

27.3.8.3 Catastrophic Outage 3 (CAT 3) (M-S) ............................................... 246

27.3.8.4 Contact Service Outage (M-S) ........................................................... 248

27.3.8.5 Excessive Outage (M-S) ....................................................................... 249

27.3.8.6 Notification ........................................................................................... 250

27.3.8.7 Provisioning (M-S) ................................................................................. 251

27.3.8.8 Unsolicited Service Enhancement SLAs ............................................. 253

27.3.8.9 Proposed Unsolicited Offerings ........................................................... 254

27.3.8.10 Contract Amendment Service Enhancement SLAs ....................... 254

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

TECHNICAL REQUIREMENTS

CATEGORY 27 – Standard Contact Center Services

27.1 OVERVIEW

This Category 27 IFB C4DNCS19 (IFB) provides the State’s solicitation for best

value solutions for Standard Contact Center Services. This IFB also describes the

technical requirements necessary to support the CALNET program requirements.

This IFB will be awarded to Bidders that meet the award criteria as described in

IFB C4DNCS19 Part 1, Bid Evaluation. The CALNET Data Networks and

Communications (DNCS) Contract(s) that result from the award of this IFB will be

managed on a day-to-day basis by the CALNET Contractor Management

Organization (CALNET CMO).

27.1.1 Bidder Response Requirements

Throughout this IFB, Bidders are required to acknowledge acceptance of the

requirements described herein by responding to one of the following:

1. Example A (for responses that require confirmation that the Bidder

understands and accepts the requirement):

“Bidder understands this requirement and shall meet or exceed it? Yes”

Or,

2. Example B (for responses contained in Technical Feature and/or

Service Tables):

Line

Item

Feature

Name

Feature

Description

Bidder’s Product

Description, Restrictions

and Limitations

Bidder’s

Product

Identifier

Bidder Meets

or Exceeds?

Yes or No.

1 Yes

27.1.2 Designation of Requirements

All Technical Requirements specified in this IFB are Mandatory and must be

responded to as identified in IFB Part 1, SOW Mandatory Technical

Requirements by the Bidder. Additionally, some Mandatory requirements are

“Mandatory-Scorable” and are designated as “(M-S)”.

Costs associated with services shall be included in the prices provided by the

Bidder for the individual items included in the Category Cost Worksheets.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Items not listed in the Category Cost Worksheets will not be billable by the

Contractor. If additional unsolicited items include the features described in

this IFB and are not included as billable in the Category Cost Worksheets, the

cost associated with the features shall not be included in the unsolicited

price.

Services and features included in the Category Cost Worksheets are those

that the Bidder must provide. All Bidders must provide individual prices as

indicated in the Category Cost Worksheets in the Bidder’s Final Proposal.

Items submitted with no price will be considered as offered at no cost.

27.1.3 Pacific Time Zone

Unless specified otherwise, all times stated herein are times in the Pacific Time

Zone.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.1.4 Contractor Reference – Single Engagement Limitations

Contractors shall provide qualifying references in Part 1 Exhibits, Exhibit 4.1

Corporate Experience Summary and References. Contractors with references

less than $1.5 million for a single engagement (as defined in Part 1 Exhibits,

Exhibit 4.1) will be limited to engagements (single order) under $1.5 million.

Each Contractor’s single engagement limitations will be published in the

CALNET Customer User Instructions and where deemed appropriate by the

CALNET Contract Management Office (CMO).

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2 CONTACT CENTER SERVICES

27.2.1 General Requirements

Contractor shall provide a Contact Center solution that does not require

major contact center components to reside on the Customer premise. The

Contractor shall provide the necessary system components required for the

Contact Center solution including but not limited to physical, logical or virtual

hardware and software.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

In accordance with General Provisions - eVAQ, Section 76 - Service Costs, all

costs will include all elements necessary to configure an instance of working

Service including activation, delivery, and training.

Bidder understands the Requirement and shall meet or exceed it? Yes

Bidders shall provide one electronic copy of the architecture components

and network for the Contact Center solution proposed for CALNET DNCS.

Electronic drawings shall be in .dwg, .dfx, .vsd or any mutually agreed format.

Drawings shall include but not necessarily be limited to the following:

1. Geographic location of architecture components;

2. Interconnection of architecture components;

3. Example call flow voice channel;

4. Network connections between architecture components; and,

5. Detail of the components available at each contact center.

Bidder understands the Requirement and shall meet or exceed it? Yes

The Bidder’s CALNET DNCS Contact Center solution descriptive text shall label

and describe components and network elements identified in the drawings,

and shall address:

1. Load Balancing – the ability to load balance calls across redundant

and geographically diverse components/systems.

Bidder understands the Requirement and shall meet or exceed it? Yes

2. Scalability – the ability to increase delivery of services in number

and/or size within a reasonable timeframe.

Bidder understands the Requirement and shall meet or exceed it? Yes

3. Survivability – the ability to move calls to another geographic

location in response to unanticipated incidents, disasters, or

catastrophes.

Bidder understands the Requirement and shall meet or exceed it? Yes

4. Redundancy – having one or more circuits, components and

systems available in case of failure of a single circuit/component

with automatic failover.

Bidder understands the Requirement and shall meet or exceed it? Yes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

5. Geographic Diversity – distributed components and diverse network

connections minimize the chance of a single point of failure.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.1.1 Load Balancing and Automatic Failover

The Contact Center solution must utilize load balancing and automatic

failover between components.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.1.2 Geographic Distribution

The Contact Center solution shall be geographically distributed and calls

shall be distributed across contact center locations.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.1.3 Redundancy

The Contact Center solution shall utilize redundant components with a

minimum of N+1 component redundancy.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.1.4 ACD and IVR

The Contact Center solution shall include Automatic Call Distributor (ACD)

as described in Section 27.2.3 and Interactive Voice Response (IVR) as

described in Section 27.2.4.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.1.5 Virtual Contact Center Support

The Contact Center solution shall allow for a virtual contact center that

supports agents distributed throughout California, including single site,

multiple site, and enterprise wide contact centers.

Bidder understands the Requirement and shall meet or exceed it? Yes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

27.2.1.6 Intelligent Call Routing

The Contact Center solution shall intelligently route calls to agents

associated with a virtual group according to Customer defined business

rules including dialed number, calling number, time of day, caller location,

agent skill set, and caller entered data.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.1.7 Network Queuing

The Contact Center solution shall place callers in a network queue if no

agent is available. The Contact Center solution shall support multiple

communication methodologies (channels) including voice, web, email,

and chat.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.1.8 ACD and IVR Integration

The Contractor shall provide ACD and IVR Services that integrate with the

Contact Center Solution, as identified in this Technical SOW.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.2 Contact Center General Features

In addition to the basic Contact Center functionality requirements described

above, the Contact Center solution shall include the following features.

27.2.2.1 Web Call Back

The Contact Center shall provide web call back functionality that allows a

caller to request a call back by filling out a form on the Customer website.

The call back algorithm shall be based upon the availability of a contact

center agent. The call back request shall be automatically distributed to

the most appropriate agent based upon the availability of an agent and

Customer specified criteria.

Bidder understands the Requirement and shall meet or exceed it? Yes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

27.2.2.2 Web and SMS Text Chat

Contact Center solution shall provide the contact center agents the ability

to engage in web and SMS text chat with callers directed from their

website. The text chat shall provide the following minimum functionalities:

1. Archive text chat session (create transcripts);

Bidder understands the Requirement and shall meet or exceed it? Yes

2. Allow agents to manage multiple text chat sessions;

Bidder understands the Requirement and shall meet or exceed it? Yes

3. Provide an automatic spell check option that is enabled when an

agent is typing in an active session.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.2.3 Digital Recording

The Contact Center solution shall provide digital recording and monitoring

of inbound/outbound voice calls.

Bidder understands the Requirement and shall meet or exceed it? Yes

The Contractor shall offer the following minimum functionalities:

1. At a minimum, the date, time, duration, caller ID information (if

available), dialogue and identity of the agent handling the call

shall be captured and recorded;

Bidder understands the Requirement and shall meet or exceed it? Yes

2. Archive recordings;

Bidder understands the Requirement and shall meet or exceed it? Yes

3. Playback of recording;

Bidder understands the Requirement and shall meet or exceed it? Yes

4. Provide the ability for the recording of an agent to be activated

and deactivated on demand;

Bidder understands the Requirement and shall meet or exceed it? Yes

5. Remote monitoring and playback;

Bidder understands the Requirement and shall meet or exceed it? Yes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

6. Reporting (management and administrative);

Bidder understands the Requirement and shall meet or exceed it? Yes

7. Scheduled and random call recording;

Bidder understands the Requirement and shall meet or exceed it? Yes

8. Selective recording (based on business rules); and,

Bidder understands the Requirement and shall meet or exceed it? Yes

9. This service shall be measured and charged in gigabyte increments.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.2.4 Collaborative Browsing

The Contact Center solution shall provide collaborative browsing that

includes:

1. Bidirectional sharing of web pages between the contact center

agent and the caller;

Bidder understands the Requirement and shall meet or exceed it? Yes

2. Enable a caller to request a co-browse session with a contact

center agent;

Bidder understands the Requirement and shall meet or exceed it? Yes

3. The agent shall have the capability to highlight text and scroll the

browser screen to a specific section of a web page; and,

Bidder understands the Requirement and shall meet or exceed it? Yes

4. The agent shall have the capability to transfer control of a

collaborative browsing session to another agent and log all

collaborative interactions between the agent and caller.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.2.5 Email Response Management (ERM)

The Contact Center solution shall provide email response management

(ERM) that shall assign a tracking ID to each email and route email

communications from the public to the Agent based on the Customer

specified business rules. The Contractor shall provide the following minimum

ERM functionality:

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

1. Auto response;

Bidder understands the Requirement and shall meet or exceed it? Yes

2. Automatic acknowledgement;

Bidder understands the Requirement and shall meet or exceed it? Yes

3. Email classification and prioritization;

Bidder understands the Requirement and shall meet or exceed it? Yes

4. Email routing based upon business rules;

Bidder understands the Requirement and shall meet or exceed it? Yes

5. Ability to filter;

Bidder understands the Requirement and shall meet or exceed it? Yes

6. Content analysis and knowledge base for suggested and

personalized responses;

Bidder understands the Requirement and shall meet or exceed it? Yes

7. Management reports;

Bidder understands the Requirement and shall meet or exceed it? Yes

8. Multiple language support; and,

Bidder understands the Requirement and shall meet or exceed it? Yes

9. Real time exception reports.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.2.6 Workforce Management (WFM) System

The Contact Center solution shall provide a workforce management (WFM)

system that automates forecasting and scheduling calculations based

upon real time and historical contact center data. The WFM system shall

enable Customers to effectively schedule resources, accurately forecast

call volumes and analyze/review performance statistics for single or

multiple sites and blended applications. The Contractor shall provide the

following minimum WFM system capabilities:

1. Forecasting staffing needs including agents skills, skill levels and

shifts;

Bidder understands the Requirement and shall meet or exceed it? Yes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

2. Forecast contact volumes and workload – overall call volume by

contact channel;

Bidder understands the Requirement and shall meet or exceed it? Yes

3. Provide agent scheduling and create optimized agent schedules

by shift and skill;

Bidder understands the Requirement and shall meet or exceed it? Yes

4. Report schedule adherence – real time tracking, alerting and

graphical reporting of agent adherence to their individual

schedule; and,

Bidder understands the Requirement and shall meet or exceed it? Yes

5. Reporting – Provide comprehensive historical, real-time

management and exception reports. Reports shall include totals

and summary information.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.2.7 Automated Preview Outbound Dialing

The Contact Center solution shall provide a preview dialer that provides

automated preview outbound dialing. The Contractor shall provide the

following preview dialing features:

1. The preview dialer shall support either centralized or distributed

contact center environments;

Bidder understands the Requirement and shall meet or exceed it? Yes

2. The preview dialer shall automatically initiate domestic and

international outbound calls;

Bidder understands the Requirement and shall meet or exceed it? Yes

3. The preview dialer shall allow agents to preview the customer

record and decide whether or not to skip to the next contact

before the call is placed; and,

Bidder understands the Requirement and shall meet or exceed it? Yes

4. The preview dialer shall include the option of allowing the outbound

call to be placed from the agent’s phone rather than from the

dialer.

Bidder understands the Requirement and shall meet or exceed it? Yes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

27.2.2.8 Automated Predictive Outbound Dialing

The Contact Center shall provide a predictive dialer that provides for

predictive outbound dialing. The Contractor shall provide the following

predictive dialing features:

1. Capture real time statistics from the call queue and, using

algorithms, dial more numbers than there are agents maximizing

agent utilization while not exceeding the configured maximum

abandoned call rate.

Bidder understands the Requirement and shall meet or exceed it? Yes

2. The predictive dialer shall integrate with centralized or distributed

contact center environments.

Bidder understands the Requirement and shall meet or exceed it? Yes

3. The predictive dialer shall automatically initiate domestic and

international outbound calls.

Bidder understands the Requirement and shall meet or exceed it? Yes

4. The predictive dialer shall provide the ability to transfer to agent or

to IVR for self-service depending on the detected call result.

Bidder understands the Requirement and shall meet or exceed it? Yes

5. The predictive dialer shall provide the ability to detect busy, ring/no

answer, answering machine and FAX.

Bidder understands the Requirement and shall meet or exceed it? Yes

6. Performance reports for the predictive dialer shall be available to

the Customers.

Bidder understands the Requirement and shall meet or exceed it? Yes

7. Real time (within 15 seconds) and historical reports shall be

available to the Customer at campaign and agent level. This

feature works with outbound agent only – not inbound.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.2.9 Voice Callback

The Contact Center solution provides the ability to allow a caller utilizing

the voice media channel the option of not remaining on the phone and

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

instead receive a callback when it is their place in queue or at a scheduled

time.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.2.10 Quality Management

The Contact Center solution shall provide for quality management. The

solution shall include role based customizable scorecards derived from

predefined key performance indicators (KPI’s) or user defined KPI’s. The

solution shall include reporting functionality that allows managers to review

results or identify trends at either the Group or Agent level.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.2.11 Screen Capture

The Contact Center solution shall provide for screen capture. Screen

captures shall be associated with the call recording when an agent is

handling a call. The solution shall provide synchronized playback of screen

captures and audio recordings. The solution shall integrate with the quality

management solution to facilitate scoring of agents.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.2.12 Blended Agent

The Contractor shall provide Contact Center Blended Agent. This feature

adds the predictive dialing features described in 27.2.2.8 and/or the

preview dialing features described in 27.2.2.7 to inbound agents.

Bidder understands the Requirement and shall meet or exceed it? Yes

The Bidder shall offer the Contact Center General Features in Table

27.2.2.a.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Table 27.2.2.a – Contact Center General Features

Line

Item

Feature Name Feature

Description

Bidder’s Product

Description,

Restrictions and

Limitations

Bidder’s

Product

Identifier

Bidder

Meets or

Exceeds?

Yes or No.

1 Web Call

Back

Web call

back

functionality

as described.

ACCC01 Yes

2 Web and SMS

Text Chat

Web and SMS

text chat

functionality

as described.

ACCC02 Yes

3 Digital

Recording

Digital

recording

functionality

as described.

ACCC03 Yes

4 Digital

Recording-

Storage-

Gigabyte

Storage for

the digital

recording

functionality

as described.

ACCC04 Yes

5 Collaborative

Browsing

Collaborative

browsing

functionality

as described.

ACCC05 Yes

6 Email

Response

Management

(ERM)

ERM

functionality

as described.

ACCC06 Yes

7 Workforce

Management

(WFM) System

WFM

functionality

as described.

ACCC07 Yes

8 Automated

Preview

Outbound

Dialing

Preview

outbound

dialing

functionality

as described.

ACCC08 Yes

9 Automated

Predictive

outbound

ACCC09 Yes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Feature

Description

Bidder’s Product

Description,

Restrictions and

Limitations

Bidder’s

Product

Identifier

Bidder

Meets or

Exceeds?

Yes or No.

Outbound

Dialing

dialing

functionality

as described.

10 Voice

Callback

Voice

callback

functionality

as described.

ACCC10 Yes

11 Quality

Management

Quality

management

functionality

as described.

ACCC11 Yes

12 Screen

Capture

Screen

capture

functionality

as described.

ACCC12 Yes

13 Blended

Agent

Blended

agent

functionality

as described.

ACCC13 Yes

The Contractor may offer additional Unsolicited General Features in Table

27.2.2.b

Table 27.2.2.b – Unsolicited General Features

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

1 AT&T CCC CSI

Community

WFM - (WFM

Enterprise)

ACCC19 AT&T CCC CSI Community WFM - (WFM

Enterprise)

2 AT&T CCC CSI

Community

ACCC20 AT&T CCC CSI Community WFM Data

Target

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

WFM Data

Target

3 AT&T CCC CSI

Enterprise WFM

Training (on-site)

ACCC23 AT&T CCC CSI Enterprise WFM Training.

Additional on-site training to assist beyond

what is included with the service. 2-days

of onsite pre-training consultation, 4-days

of onsite post installation training and 2-

days of onsite optimization training will be

provided.

4 AT&T CCC CSI

Integrated

Recording

w/QM

ACCC24 AT&T CCC CSI Integrated Recording

w/QM

5 AT&T CCC CSI

LightsOut!

ACCC25 AT&T CCC CSI LightsOut!

6 AT&T CCC CSI

LightsOut! Setup

ACCC26 AT&T CCC CSI LightsOut! Setup

7 AT&T CCC CSI

Quality

Management

Online Training

ACCC27 AT&T CCC CSI Quality Management

Online Training. Additional training to

assist beyond what is included with the

service. Enterprise Quality Management

training. Includes "train the trainer" training

sessions that covers advanced

functionality such as call evaluation and

reporting.

8 AT&T CCC CSI

Quality

Management

On-Site Training

ACCC28 AT&T CCC CSI Quality Management On-

Site Training. Additional on-site training to

assist beyond what is included with the

service. Enterprise Quality Management

training. Includes up to two (2) days onsite

"train the trainer" training sessions to cover

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

advanced functionality such as call

evaluation and reporting.

9 AT&T CCC CSI

Quality

Management

Setup &

Implementation

ACCC29 AT&T CCC CSI Quality Management

Setup & Implementation

10 AT&T CCC CSI

WFM Additional

Off-The-Shelf

Connector

ACCC35 AT&T CCC CSI WFM Additional Off-The-

Shelf Connector

11 AT&T CCC WFO

- Project

Management

(CSI)

ACCC36 AT&T CCC WFO - Project Management

(CSI) – To be used with AT&T CCC WFO

(CSI) Implementations only.

12 AT&T CCC

Community

Everywhere

Mobile App

ACCC37 AT&T CCC Community Everywhere Mobile

App

13 AT&T CCC WFO

- Project

Management

(Verint)

ACCC38 AT&T CCC WFO - Project Management

(Verint) – To be used with AT&T CCC WFO

(Verint) implementations only. This

package will provide oversight and

coordination for implementation activities

to include requirements gathering,

configuration, testing, deployment and

training.

14 AT&T CCC

Verint Additional

Storage

ACCC39 AT&T CCC Verint Additional Storage

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

15 AT&T CCC

Verint

Advanced

Desktop

Analytics

ACCC40 AT&T CCC Verint Advanced Desktop

Analytics

16 AT&T CCC

Verint

Advanced

Desktop

Analytics

Implementation

(Non-IE Browser)

ACCC41 AT&T CCC Verint Advanced Desktop

Analytics Implementation (Non-IE Browser)

17 AT&T CCC

Verint

Advanced

Desktop Training

ACCC42 AT&T CCC Verint Advanced Desktop

Training - Additional training above and

beyond what is included with the base

service. This includes training for Verint

Advanced Desktop Analytics.

18 AT&T CCC

Verint Encrypted

Call Recording

ACCC46 AT&T CCC Verint Encrypted Call

Recording

19 AT&T CCC

Verint Encrypted

Call Recording

Implementation

ACCC47 AT&T CCC Verint Encrypted Call

Recording Implementation

20 AT&T CCC

Verint Encrypted

Call Recording

Training

ACCC48 AT&T CCC Verint Encrypted Call

Recording Training

21 AT&T CCC

Verint

ACCC49 AT&T CCC Verint Performance

Management

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Performance

Management

22 AT&T CCC

Verint

Performance

Management

Implementation

ACCC50 AT&T CCC Verint Performance

Management Implementation

23 AT&T CCC

Verint

Performance

Management

Training

ACCC51 AT&T CCC Verint Performance

Management Training

24 AT&T CCC

Verint QM

Training

ACCC52 AT&T CCC Verint QM Training

25 AT&T CCC

Verint Quality

Management

ACCC53 AT&T CCC Verint Quality Management

26 AT&T CCC

Verint Quality

Management

Implementation

ACCC54 AT&T CCC Verint Quality Management

Implementation

27 AT&T CCC

Verint Screen

Recording

ACCC55 AT&T CCC Verint Screen Recording

28 AT&T CCC

Verint Screen

Recording -

Implementation

ACCC56 AT&T CCC Verint Screen Recording -

Implementation

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

29 AT&T CCC

Verint Speech

Analytics

ACCC57 AT&T CCC Verint Speech Analytics

30 AT&T CCC

Verint Speech

Analytics

Implementation

ACCC58 AT&T CCC Verint Speech Analytics

Implementation

31 AT&T CCC

Verint Speech

Analytics

Training

ACCC59 AT&T CCC Verint Speech Analytics

Training

32 AT&T CCC

Verint WFM

Implementation

ACCC60 AT&T CCC Verint WFM Implementation

33 AT&T CCC

Verint WFM

Training

ACCC61 AT&T CCC Verint WFM Training.

Additional training above and beyond

what is included in the base service.

Additional 8-day training for Verint

Workforce Management. Topics include

Core Forecasting and Scheduling,

Application Administration, Monitoring

and Management.

34 AT&T CCC

Verint Workforce

Management

ACCC62 AT&T CCC Verint Workforce Management

35 AT&T CCC Data

Center

Connectivity

Activation

ACCC63 AT&T CCC Data Center Connectivity

Activation

36 AT&T CCC Data

Center

ACCC64 AT&T CCC Data Center Connectivity

Implementation

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Connectivity

Implementation

37 AT&T CCC

Inbound SIP

Trunking Setup

ACCC65 AT&T CCC Inbound SIP Trunking Setup

38 AT&T CCC

Outbound SIP

Trunking Setup

ACCC66 AT&T CCC Outbound SIP Trunking Setup

39 AT&T CCC

Secure RTP

(sRTP)

ACCC67 AT&T CCC Secure RTP (sRTP)

40 AT&T CCC

Secure RTP

(sRTP) Activation

ACCC68 AT&T CCC Secure RTP (sRTP) Activation

41 AT&T CCC

Shared Usage

Activation

ACCC69 AT&T CCC Shared Usage Activation

42 AT&T CCC SIP

Trunk (Agent) for

Customer PBX

Integration

Configuration

ACCC70 AT&T CCC SIP Trunk (Agent) for Customer

PBX Integration Configuration

43 AT&T CCC VPN

Configuration

ACCC75 AT&T CCC VPN Configuration

44 AT&T CCC

Customer PBX

SIP connection

ACCC76 AT&T CCC Customer PBX SIP connection

45 AT&T CCC Data

Center

Colocation

ACCC77 AT&T CCC Data Center Colocation

Monthly Charge for Rack Space to host

equipment installed for connectivity

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

between AT&T CC Data Center(s) and

Agent locations over Customer's private IP

connection (e.g. MPLS, Metro Ethernet,

Ethernet, VPLS, WAN). ****Charged per 1U

of rack space, power, cooling, remote

installation.***

46 AT&T CCC Data

Center Cross-

Connect

ACCC78 AT&T CCC Data Center Cross-Connect

47 AT&T CCC SIP

Inbound Flat

Rate

ACCC80 AT&T CCC SIP Inbound Flat Rate

48 AT&T CCC SIP

Outbound (No

Backup)

ACCC81 AT&T CCC SIP Outbound (No Backup)

49 AT&T CCC VPN ACCC82 AT&T CCC VPN

50 AT&T CCC

Virtual Desktop

Integration

ACCC84 AT&T CCC Virtual Desktop Integration

51 AT&T CCC

Implementation

Remote Support

Premium SOW

ACCC85 Predetermined implementation package

defined by SOW once Customer and

AT&T have discovery meeting to

determine the Scope of Work.

52 AT&T CCC

Implementation

w/On-Site

Support

Advanced SOW

ACCC88 Predetermined implementation package

defined by SOW once Customer and

AT&T have discovery meeting to

determine the Scope of Work.

53 AT&T CCC

Implementation

w/On-Site

ACCC89 Predetermined implementation package

defined by SOW once Customer and

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Support

Premium SOW

AT&T have discovery meeting to

determine the Scope of Work.

54 AT&T CCC

Implementation

Remote Support

Basic SOW

ACCC90 Predetermined implementation package

defined by SOW once Customer and

AT&T have discovery meeting to

determine the Scope of Work.

55 AT&T CCC

Implementation

Remote Support

Advanced SOW

ACCC91 Predetermined implementation package

defined by SOW once Customer and

AT&T have discovery meeting to

determine the Scope of Work.

56 AT&T CCC

Implementation

w/On-Site

Support Basic

SOW

ACCC92 Predetermined implementation package

defined by SOW once Customer and

AT&T have discovery meeting to

determine the Scope of Work.

57 AT&T CCC

Connector -

Cloud Bridge

Server Side

ACCC99 AT&T CCC Connector - Cloud Bridge

Server Side

58 AVAYA Contact

Center General

Features

Multiple (See

Below ID's)

59 Avaya

Compliance

Recording

AVCC01 Compliance Recording provides; Full time

enterprise call recording, tagging and

archiving, ability to quickly search and

extract actionable intelligence, get alerts

based on call disposition thresholds,

understand why Customers are calling

using content-driven dashboards and

reporting, enhance compliance, reduce

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

liability and improve Customer

engagement.

60 Avaya Screen

Capture

AVCC02 Screen capture recording.

61 Avaya Quality

Monitoring

AVCC03 Quality Monitoring and Automated

Quality Monitoring, Lesson Management,

Coaching, and Advanced Scorecards.

62 Workforce

Optimization

AVCC04 Workforce Optimization (AWFO)

Advanced includes AQM Advanced

capabilities and adds in Forecasting and

Scheduling, Advanced Adherence,

Media Blending, Time- off Manager and

Strategic Planner.

63 Avaya

Workforce

Management

AVCC05 Workforce Management (AWFM)

Advanced - does NOT include CR or QM,

but instead bundles Forecasting and

Scheduling, Advanced Adherence and

Media Blending and adds in Time-off

Manager, Strategic Planner, Coaching

and Advanced Scorecards.

64 Avaya Desktop

Analytics

AVCC06 Get visibility into employee desktop

activities across different systems,

applications and processes to improve

efficiency, reduce costs and liability and

enhance the customer experience; Alert

managers when employees are out of

compliance with company or industry

standards; Identify successful behaviors of

top performers; and Reveal hidden

capacity and enhance productivity.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

65 Avaya Speech

Analytics - 1st

Language

AVCC07 Surface actionable intelligence from

thousands, even millions of recorded calls;

Automatically identifies, groups and

organizes words and phrases during

spoken calls into trends; Pinpoint cost

drivers, trends and opportunities; Improve

agent performance, call handling

efficiency and accountability; and

Reveal non-compliance and fraud.

66 Avaya Speech

Analytics -

Additional

Language

AVCC08 Additional language option for speech

analytics service. Requires Speech

Analytics 1st Language.

67 Avaya

Customer

Feedback

AVCC09 Capture the voice of the customer to

drive a differentiated customer

experience. Collect, analyze and act on

customer feedback across all channels;

Select survey template or build your own

without IT intervention; Get alerts on goals

or overall scores; View customer

responses, listen to comments and review

last recorded interaction prior to calling

customers back; and Link survey results to

scorecards, analytics and reporting.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

68 Avaya Proactive

Outreach Port

AVCC10 Using outbound dialing capabilities, an

interactive outbound application that

supports automated voice, SMS, and e-

mail notifications. These can be one-way

or two-way notifications campaigns in an

agent-less fashion. The feature provides a

comprehensive solution to create and

manage all outbound communications

including: Agent assisted preview,

progressive, predictive dialing

campaigns; Automated voice, email, and

SMS notifications and interactive services;

Managed application; Proactively reach

Customers with the right context at the

right time; Improves Customer satisfaction

and loyalty, reduces costs of service,

increases revenues and improves inbound

call volume management. Outbound

dialing supports agent-based outbound

for voice interactions by tightly integrating

to voice via SIP. The agent-based

outbound dialing capabilities are

‘Preview’ and ‘Predictive’.

69 Avaya Proactive

Outreach Email

AVCC11 Proactive Outreach Email is a feature that

enables proactive email communications.

70 Avaya Proactive

Outreach SMS

AVCC12 Proactive Outreach SMS is a feature that

enables proactive SMS communications.

71 Avaya Proactive

Outreach

Desktop Client

Setup

AVCC13 Builds the Outbound Marketing Desktop

Client (separate and distinct from

Workspaces clients) in HA configuration of

desktop client service along with initial

configuration of the said dedicated

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

desktop client using the desktop client

designer.

72 Avaya Create

Proactive

Outreach

Campaign

AVCC14 An interactive outbound application that

supports automated voice, SMS, and e-

mail notifications. These can be one-way

or two-way notifications campaigns in an

agent-less fashion. Progressive and

Predictive campaigns are only supported.

Preview not supported. Text-to-Speech is

needed for Outbound Marketing SMS

campaigns. An agentless test campaign

is created (note: Customer is to procure

SMS gateway service and enable SMS

gateway account number.

73 Avaya Proactive

Outreach

Desktop Client -

Basic

AVCC15 Provides the HTML5 / VDI Web Client from

Syntelate.

74 Avaya Proactive

Outreach

Desktop Client -

Pro

AVCC16 Provides the Native PC Thick Client from

Syntelate.

75 Avaya Call Back

Assist per Port

AVCC17 Callback Assist per Port is an IVR feature.

It is a Callback Assist per Concurrent Call

Capacity, measured as a provisioned port

in fixed/static recurring units. CBA

messages in local language(s) for each

country plus English, customer is

responsible for providing the required

voice messages as .wav files; CBA option

is offered to callers based on expected

wait time thresholds; Language for CBA

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

messages are based on customer

preferred language customer’s

environment or, if customer preferred

language is not available, the language

selected by the caller in the IVR; and up

to 10 call flows per each 4,000 agents.

76 NiceInContact

Contact Center

General

Features

Multiple (See

Below ID's)

77 CXsuccess Care

Package

NIC001 Self-service via online Customer

Community- 7x24x365 Technical Support

via phone and online service site- Two

customer resources authorized to work

with NICE inContact Services, and receive

notifications to distribute to the

organization.- Guidance, advocacy and

best practice sharing provided via a

team of Technical Success Advisors

(TSAs)- Telephone & email access to TSAs.

Additional items in support of this service

may be purchased separately from

Category 27 or Category 28.

78 CXsuccess Care

Plus Package

NIC002 Self-service via online Customer

Community- 7x24x365 Technical Support

via phone and online service site- Priority

case handling - Up to five customer

resources authorized to work with NICE

inContact Services, and receive

notifications to distribute to the

organization- Designated experienced

Technical Account Manager provides

guidance, advocacy, best practice

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

sharing and assistance in achieving

business objectives. Up to 8 total

engagement hours per month.

Additional TAM available (for broader

geography or time zone coverage) by

purchasing another success package

that includes the level of TAM desired.-

TAMs are available M-F during normal

business hours for your primary time zone.

Training at NICE inContact locations or at

your location at standard rates - One

complimentary student/annual in a public

class. Additional items in support of this

service may be purchased separately

from Category 27 or Category 28.

79 CXsuccess

Premier

Package

NIC003 Self-service via online Customer

Community- 7x24x365 Technical Support

via phone and online service site- Priority

case handling - Up to five customer

resources authorized to work with NICE

inContact Services, and receive

notifications to distribute to the

organization- Designated experienced

Technical Account Manager provides

guidance, advocacy, best practice

sharing and assistance in achieving

business objectives. Up to 16 total

engagement hours per month.

Additional TAM available (for broader

geography or time zone coverage) by

purchasing another success package

that includes the level of TAM desired.-

TAMs are available M-F during normal

business hours for your primary time zone.

Live webinars and NICE inContact

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

University e-learning courses. Additional

items in support of this service may be

purchased separately from Category 27

or Category 28.

80 CXsuccess

Premier Plus

Package

NIC004 Self-service via online Customer

Community-7x24x365 Technical Support

via phone and online service site-Priority

call routing and priority case handling by

senior resources Up to 7 customer

resources authorized to work with NICE

inContact Services, and receive

notifications to distribute to the

organization-Designated Technical

Account Manager provides guidance,

advocacy, best practice sharing and

assistance in achieving business

objectives-Up to 32 engagement hours

per month. Additional TAM available (for

broader geography or time zone

coverage) by purchasing another success

package that includes the level of TAM

desired.-TAMs are available M-F during

normal business hours for your primary

time zone-Designated Support

Engineering Service (Silver) -Up to 1

Executive Sponsor Engagements per year-

Up to 1 Optimization Sessions per year-Up

to 1 annual TAM on-site visit.- Live

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

webinars and NICE inContact University e-

learning courses -Training at NICE

inContact locations or your location at

standard rates-2 complimentary

Interactions Conference registrations.

Additional items in support of this service

may be purchased separately from

Category 27 or Category 28.

81 NICE inContact

CXone

Outbound Email

100K

NIC005 Cost of sending up to 100,000 agentless

outbound email messages per month per

BU. Additional messages can be

purchased separately.

82 NICE inContact

CXone

Outbound Email

1.5M

NIC006 Cost of sending up to 1.5 million agentless

outbound email messages per month per

BU. Additional messages can be

purchased separately.

83 NICE inContact

CXone

Outbound Email

- Add'l Message

NIC380 Additional message for agentless

outbound email messages over outbound

email limit per month per BU. Billed as a

non-recurring charge.

84 NICE inContact

CXone

Interaction

Analytics Pro

(per Configured

User)

NIC007 A robust text analytics tool that

automatically analyzes every voice, chat,

and email interaction and gives

customers detailed, quantifiable,

actionable insights-Configured Users are

billed based on the highest number of

active users set up on the platform at any

one time during the month. This includes

Admin users. •Key product features &

components: •Automatic analysis of

every voice, email, and chat interaction

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

•Automatic topic, category and trend

discovery •Sentiment analysis

•Integrated WAV Player and 100% call

transcription •Keyword, phrase, and

entity search •Powerful filtering

capabilities •Multi-tenant, scalable

cloud platform •Fully integrated with

inContact ACD and SSOPackaging and

pricing to be sold as an add-on to

inContact ACD. These packages are not

available as stand-alone without the

inContact ACD.

85 NICE inContact

CXone Analytics

Data Ingest API

NIC008 A Data Ingest API for Omnichannel

Analytics customers- Billed monthly per

every 100K Records used- Key product

features & components: - •Ability to

obtain analytic insights for non-inContact

ACD data. •Ingest and analyze

business data which includes survey data,

CRM data, third party email, third party

chat data, and more. •Conduct all

text analytics (sentiment analysis, entity

and event detection, categorization) for

customer business within the

Omnichannel Analytics application.

•Additional records beyond 100K are

charged separately. These packages are

not available as stand-alone without the

inContact ACD.

86 NICE inContact

CXone Analytics

Data Ingest API

NIC371 A Data Ingest API for Omnichannel

Analytics -Additional records beyond

100,000 in the monthly bucket (as a non-

recurring charge) per record.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

additional

record

87 NICE inContact

CXone

Interaction

Analytics Pro

Extended

Analysis (per

Bucket)

NIC009 Provides extended analysis capability

beyond the default 90-day time frame•

Billed monthly per contracted rate and

bucket quantity. Each bucket contains up

to 500,000 records. Anything beyond

500,000 will be billed separately. • Key

product features & components: •

Select the time frame of data to analyze

and retain in the Analytics application

beyond the included “last 90 days” •

Search for new insights in both your

current and long-term data, including

quarter-by-quarter comparison and long-

term trending • Recategorize and

reprocess data to find historic

occurrences of newly identified issues and

opportunities. Packaging and pricing to

be sold as an add-on to inContact ACD.

These packages are not available as

stand-alone without the inContact ACD.

88 NICE inContact

CXone

Interaction

Analytics Pro

Extended

Analysis (per

additional

record)

NIC381 CXone Interaction Analytics Pro Extended

Analysis, each additional record.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

89 NICE inContact

CXone

Workforce

Management

Enterprise -

Advanced (per

Configured

User)

NIC010 Forecast with precision and schedule

agents based on skills using NICE

Workforce Management Advanced. This

tool allows for monitoring adherence in

real time and tracking intraday data to

make timely staffing and operational

decisions. Additional modules are

included for Time Off Tracking, Availability

Points, and Agent Schedule Portal.

Configured Users are billed based on the

highest number of users set up on the

platform at any one time during the

month. This includes Admin users- Key

product features & components:

• Multi-Skill/Multi-Site

• Forecaster, Scheduler, Planner

• Real-Time and Historical Adherence •

Administrator, Change Manager, Report

Manager, Time-Off Manager

• Availability Points

*• Agent Schedule Portal Packaging and

pricing to be sold as an add-on to

inContact ACD. These packages are not

available as stand-alone without the

inContact ACD.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

90 NICE inContact

CXone Quality

Management

Enterprise (per

Configured

User)

NIC011 NICE Quality Management makes it easy

to identify the right agents and calls for

evaluation, capture employee feedback,

and share it across peers and groups. The

solution automates evaluation to ensure

consistency and save supervisor time.

Allows for reporting on call evaluations

and listening to specific calls from within

the reporting application. Includes the

Interaction Management package.

Configured Users are billed based on the

highest number of active users set up on

the platform at any one time during the

month. This includes Admin users.

Key product features & components:

• NICE Audio Recording, Monitoring,

Encryption, and Interaction Management

• Form Designer, Evaluations and

Calibration

• Quality Planner and Coaching

• My Universe, Dashboards, and QM

Reports

• Call Flow Analysis (CTI)Packaging and

pricing to be sold as an add-on to

inContact ACD. These packages are not

available as stand-alone without the

inContact ACD.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

91 NICE inContact

CXone Quality

Optimization

Enterprise (per

Configured

User)

NIC012 NICE Quality Optimization makes it easy

to identify the right agents and calls for

evaluation, capture employee feedback,

and share it across peers and groups. The

solution automates evaluation to ensure

consistency and save supervisor time.

Allows for reporting on call evaluations

and listening to specific calls from within

the reporting application. Additionally,

Quality Optimization provides out-of-the-

box KPIs and Scorecards for a complete

assessment of quality. Includes the

Interaction Management package. -

Configured Users are billed based on the

highest number of users set up on the

platform at any one time during the

month. This includes Admin users.

Key product features & components: •

NICE Audio Recording, Monitoring,

Encryption, and Interaction Management

• Form Designer, Evaluations and

Calibration

• Quality Planner and Coaching

• My Universe, Dashboards, and QM

Reports

• Call Flow Analysis (CTI)

• Out of the Box KPIs with KPI-based

Interaction Drill Down and Scorecards

Packaging and pricing to be sold as an

add-on to inContact ACD. These

packages are not available as stand-

alone without the inContact ACD.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

92 NICE inContact

CXone

Workforce

Optimization

Enterprise -

Advanced (per

Configured

User)

NIC013 Combines the features and functionality

of NICE Workforce Management

Advanced, NICE Quality Optimization,

and Interaction Management. Forecast

with precision, schedule agents based on

skills, monitor agent adherence in real

time and track intraday data with

Workforce Management to make timely

staffing and operational decisions.

Provides time-off, availability points, and

agent schedule portal modules. Identify

the right agents and calls for evaluation,

capture employee feedback, and share

it across peers and groups with the

Quality Optimization solution, which

automates evaluation and provides

reporting to ensure consistency and save

supervisor time. Includes out of the box

KPIs and Scorecard functionality.-

Configured Users are billed based on the

highest number of active users set up on

the platform at any one time during the

month. This includes Admin users.

Key product features & components:

• Multi-Skill/Multi-Site

• Forecaster, Scheduler, Planner

• Real-Time and Historical Adherence

• Administrator, Change Manager, Report

Manager, Time-Off Manager •

Availability Points

• Agent Schedule Portal

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

• Audio Recording, Monitoring,

Encryption, and Interaction Management

• Form Designer, Evaluations and

Calibration

• Quality Planner and Coaching

• My Universe, Dashboards, and QM

Reports

• Call Flow Analysis (CTI)

• Out of the Box KPIs with KPI-based

Interaction Drill Down and Scorecards

Packaging and pricing to be sold as an

add-on to inContact ACD. These

packages are not available as stand-

alone without the inContact ACD.

93 NICE inContact

CXone Screen

Recording

Enterprise (per

Configured

User)

NIC014 Add-on to Interaction Management,

Quality, and Workforce Optimization

options. Capture and record agent

desktop activity to ensure appropriate

processes are being followed for

compliance reasons as well as for quality

assurance and agent coaching/training.

Configured Users are billed based on the

highest number of users set up on the

platform at any one time during the

month. This includes Admin users.

Key product features & components: •

Capture agent desktop activity

• Record agent screens for playback

94 NICE inContact

CXone Audio

NIC015 Provides voice recording, encryption, and

management of recorded

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Recording

Enterprise (per

Configured

User)

interactions. Intended for customers who

may need compliance recording without

quality management tools. - Configured

Users are billed based on the highest

number of users set up on the platform at

any one time during the month. This

includes Admin users.

Key product features & components:

• Automated, rules-based archiving of

captured interactions

• System usability tools and Reporting •

Maintenance and administration tools •

Query and playback

• Reporting

• End-to-end media encryption to protect

captured data during every stage of its

lifecycle

95 NICE inContact

CXone

Workload

Manager

Enterprise (per

Configured

User)

NIC016 Add-on to the Workforce Management

and Workforce Optimization options.

Workload Manager provides a method

for forecasting and scheduling resources

who handle non-real time (deferred) work

such as non-real time (deferred) email

and work items routed through the

inContact ACD.-Configured Users are

billed based on the highest number of

active users set up on the platform at any

one time during the month. Key product

features & components: Forecasting,

scheduling, and management for non-

real time (deferred) work such as non-real

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

time (deferred) email and work items

routed through the inContact ACD.

96 NICE inContact

CXone

Workforce

Management

Pro (per

Configured

User)

NIC018 Provides forecasting, scheduling, and

schedule adherence management.

Intended for customers who need to

generate forecasts for call volume only

and generate the necessary agent

schedules to handle the forecasted

volume. Configured Users are billed

based on the highest number of active

users set up on the platform at any one

time during the month. This includes

Admin users. Key product features:

• Forecasting and Scheduling

• Shift Bidding

• Time Off Management

• Reporting: Historical Adherence

Packaging and pricing to be sold as an

add-on to inContact ACD. These

packages are not available as stand-

alone without the inContact ACD.

97 NICE inContact

CXone

Workforce

Optimization Pro

(per Configured

User)

NIC019 Combines CXone Quality Management

(which encompasses Audio Recording)

and CXone Workforce Management.

Identify the right agents and interactions

for evaluation as well as capture

feedback and share across peers and

groups. Includes audio recording,

encryption, as well as search and

playback of recorded interactions.

Provides forecasting, scheduling, and

schedule adherence management as

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

well as shift bidding and time off

management. Configured Users are billed

based on the highest number of users set

up on the platform at any one time during

the month. Key product features &

components:

• Form Designer

• Evaluation

• Calibration

• Dispute

• Coaching

• Dashboards

• Quality Planner

• Audio Recording (total or %-based) •

• Playback

• Encryption

• Forecasting and Scheduling

• Shift Bidding

• Time Off Management

• Real-time adherence dashboard

• Historical adherence report Packaging

and pricing to be sold as an add-on to

inContact ACD. These packages are not

available as stand-alone without the

inContact ACD.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

98 NICE inContact

CXone

Workforce

Optimization Pro

w/QMA (per

Configured

User)

NIC020 Combining the power of QM and

Analytics to analyze and categorize 100%

of interactions for all voice and text

channels. Configured Users are billed

based on the highest number of WFM or

QM users enabled for "can be scheduled"

at any one time during the month.

Key product features & components: •

Category Manager for creating your own

categories

• Out of the Box Categories available •

Quality Planner including advanced

sampling using analytics categories

• Top Categories Widget and Category

Trend Widget

• Search includes analytics categories

• Player tags

• Form Designer/Evaluations/

Calibration/Dispute processes

• Coaching and Dashboards

• Audio Recording (total or %-based),

Playback, Encryption

• Forecasting & Scheduling

• Shift Bidding

• Time-off Management

• Real-time Adherence Dashboard

• Historical Adherence Report

• 1 GB of storage included per user

Packaging and pricing to be sold as an

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

add-on to inContact ACD. These

packages are not available as stand-

alone without the inContact ACD.

99 NICE inContact

CXone Quality

Management

Pro with Voice

Recording (per

Configured

User)

NIC021 Identify the right agents and interactions

for evaluation as well as capture

feedback and share across peers and

groups. Includes CXone Audio Recording

(provides audio recording, encryption, as

well as search and playback of recorded

interactions).- Configured Users are billed

based on the highest number of active

users set up on the platform, associated

with this product item, at any one time

during the month. Key product features &

components:

• Form Designer

• Evaluation

• Calibration

• Dispute

• Coaching

• Dashboards

• Quality Planner

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

• Audio Recording (total or %-based)

• Search

• Playback

• Encryption Packaging and pricing to be

sold as an add-on to inContact ACD.

These packages are not available as

stand-alone without the inContact ACD.

100 NICE inContact

CXone Quality

Management

Analytics Pro

(per Configured

User)

NIC022 Combining the power of QM and

Analytics to analyze and categorize 100%

of interactions for all voice and text

channels. Configured Users are billed

based on the highest number of active

users enabled for "can be

evaluated/coached" at any one time

during the month. Key product features &

components:

• Category Manager for creating your

own categories

• Out of the Box Categories available

• Quality Planner including advanced

sampling using analytics categories

• Top Categories Widget and Category

Trend Widget

• Search includes analytics categories

• Player tags

• Form

Designer/Evaluations/Calibration/Dispute

processes

• Coaching and Dashboards

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

• Audio Recording (total or %-based),

Playback, Encryption

• 1 GB of storage included per user

Packaging and pricing to be sold as an

add-on to inContact ACD. These

packages are not available as stand-

alone without the inContact ACD.

101 NICE inContact

CXone Screen

Recording Pro

(per Configured

User)

NIC023 Provides capture of screen activity on the

agent desktop while the agent handles a

phone interaction. (Screen recording

must be associated with voice recording.)

Configured Users are billed based on the

highest number of active users set up on

the platform, associated with this product

item, at any one time during the month.

Key product features & components:

• Screen Recording (total or %-based)

• Search

• Playback

• Encryption Packaging and pricing to be

sold as an add-on to inContact ACD.

These packages are not available as

stand-alone without the inContact ACD.

102 NICE inContact

CXone Audio

Recording Pro

(per Configured

User)

NIC024 Provides audio recording, encryption, as

well as search and playback of recorded

interactions. Configured Users are billed

based on the highest number of active

users set up on the platform, associated

with this product item, at any one time

during the month. Key product features &

components:

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

• Audio Recording (total or %-based)

• Search

• Playback

• Encryption Packaging and pricing to be

sold as an add-on to inContact ACD.

These packages are not available as

stand-alone without the inContact ACD.

103 NICE inContact

CXone

Performance

Management

Pro (per

Configured

User)

NIC025 CXone PM brings together multiple

metrics from different applications and

enables translating them into goals and

performance. Billed as a monthly

recurring charge. Quantity will match

Configured User ACD quantity each

month. Key product features &

components:

• KPIs and Goal Manager

• Agent performance widget

• Performance summary widget

• Trend widget

• Coaching

Packaging and pricing to be sold as an

add-on to inContact ACD. These

packages are not available as stand-

alone without the inContact ACD.

104 NICE inContact

CXone Quality

Management

Analytics Pro

NIC026 QMA add-on when customer is

upgrading from QM Pro to QMA Pro within

a package. Combining the power of QM

and Analytics to analyze and categorize

100% of interactions for all voice and text

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Add-on for

Packages

channels- Configured Users are billed

based on the highest number of active

users enabled for ""can be

evaluated/coached"" at any one time

during the month. Key product features &

components include:

• Category Manager for creating your

own categories

• Out of the Box Categories available •

Quality Planner including advanced

sampling using analytics categories

• Top Categories Widget and Category

Trend Widget

• Search includes analytics categories

• Player tags

• Form

Designer/Evaluations/Calibration/Dispute

processes

• Coaching and Dashboards - Audio

Recording (total or %-based), Playback,

Encryption

Packaging and pricing to be sold as an

add-on to inContact ACD. These

packages are not available as stand-

alone without the inContact ACD.

105 NICE inContact

CXone Agent

for Zendesk (per

Configured

User)

NIC027 A contact control interface that is

embedded directly into the Zendesk CRM

environment. Configured Users are billed

based on the highest number of active

users set up on the platform at any one

time during the month. This includes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Admin users. Key product features &

components:

• Zendesk Ticket Screen Pops

• Automatic User or Ticket creation

• Patches/Updates/New Releases

• Allows flexibility to increase or decrease

agent licenses on demand

106 NICE inContact

Spice

Professional for

CXone (per

Configured

User)

NIC028 Professional builds in Spice Team

functionality with the ability to connect to

other systems. Configured Users are billed

based on the highest number of active

users set up on the platform at any one

time during the month. This includes

Admin users. Key product features &

components:

• Customizable CRM with Company,

Campaign, Account, Case, and Ticketing

Features

• Campaign Specific Dispositions

• Granular User Permissions

• Standard Reports

• Knowledge Base

• Ability to attach files to Accounts or

Cases

• Database Builder Module

• Visual Process Editor (basic)

• Data collection forms

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

• Variable Based Workflow Logic

• Automated process history

• Process invoked API calls to external

systems

• Business Rules (Scheduled)

• Embedded Process Reader

• Abstract Builder Module

• Unified User Interface (UUI)

107 NICE inContact

Spice Enterprise

for CXone (per

Configured

User)

NIC029 Spice Enterprise builds on Professional

functionality by introducing a more

advanced workflow engine and Live

Action Business Rules. Perform data

orchestration among systems to achieve

seemless business processes and

automations. Configured Users are billed

based on the highest number of active

users set up on the platform at any one

time during the month. This includes

Admin users- Key product features &

components included:

• Customizable CRM with Company,

Campaign, Account, Case, and Ticketing

Features

• Campaign Specific Dispositions

• Granular User Permissions

• Standard Reports

• Knowledge Base

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

• Ability to attach files to Accounts or

Cases

• Database Builder Module

• Visual Process Editor (basic)

• Data collection forms

• Variable Based Workflow Logic

• Automated process history

• Process invoked API calls to external

systems

• Business Rules (Scheduled)

• Embedded Process Reader

• Abstract Builder Module

• Unified User Interface (UUI)

• Visual Process Editor (Advanced)

• Automations triggered by Agent

Workflow

• Process Initiated Scheduled Events

• Embed web content via iFrames

• Javascript Node to easily write/run

Javascript within the Guided Workflow

• Business Rules (Live Action)

• Report Builder Module (Self designed

reports)

108 NICE inContact

Spice for CXone

NIC030 Low-code development platform that

allows users to easily create and modify

unattended (automated) processes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Automation

Suite (per BU)

through the combination of visual process

design and standard programming

methodologies. Billed per month based

on contract quantity. Key product

features & components:

• NICE inContact Process Node Library

• Advanced Development Modules

(Abstract, Database, and Report Builder)

109 NICE inContact

Spice for CXone

Automation

Suite Add'l

Process

NIC031 Additional process files incorporated into

the Spice for CXone Automation Suite -

Allows for the automation of even more

business processes -Billed per month

based on file usage

110 NICE inContact

Customer

Dynamics

Essentials

Integration for

CXone

NIC032 Environment for a call center integration

with Microsoft Dynamics CRM- Configured

Users are billed based on the highest

number of active users set up on the

platform at any one time during the

month. This includes Admin users. Features

include:

• Basic Screenpop

• Click 2 Call

• Call Memorialization functionality for

supported version of Microsoft Dynamics

CRM and Microsoft Dynamics 365

111 NICE inContact

Customer

Dynamics

Unified Service

Desk for CXone

NIC033 Integration intended for an environment

to optimize and streamline the agent

experience with a single user interface-

Configured Users are billed based on the

highest number of active users set up on

the platform at any one time during the

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

month. This includes Admin users.-

Features include:

• Integrated call and interaction control

• Session management

• Agent scripting

• Click 2 Call, Screenpop, Call Logging

112 NICE inContact

Customer

Dynamics Dialer

Integration for

CXone

NIC034 Allows user to create dynamic or static

marketing lists and attach to a CRM

campaign- Configured Users are billed

based on the highest number of active

users set up on the platform at any one

time during the month. This includes

Admin users. Features include:

• CRM records automatically loaded into

the dialer

• Record management functionality

• Same record only used in one

campaign at a time

• Activity created for each dialer

outbound call

113 NICE inContact

Ivinex Unified

User Experience

for CXone (per

Configured

User)

NIC035 Highly configurable Unified User Interface

(UUI) used to manage information

presented to agents on an inbound or

outbound call. Configured Users are billed

based on the highest number of active

users set up on the platform at any one

time during the month. This includes

Admin users. Key product features &

components:

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

• Ticketing

• Light CRM

• View Based Architecture: Configurable

window panes with ability to have

different data in each window • Site

Review Tool

• API Hub

• 100 GB of storage per BU included. Any

usage beyond that will be billed an

additional charge per GB

114 NICE inContact

Ivinex Unified

User Experience

for CXone

Compliance

Architecture

NIC036 AWS architecture that is compliant to

HIPAA or PCI or GDPR to host BU. Billed

monthly per contracted rate

115 NICE inContact

Ivinex Unified

User Experience

for CXone

Additional

Storage (per

GB)

NIC037 AWS hosting of the BU additional Storage•

Billed per GB of storage used• Key

product features & components: •

Additional Storage for use within Ivinex

CRM

116 NICE inContact

Ivinex Unified

User Experience

for CXone BU

Charge

NIC038 AWS hosting of the BU -Billed monthly for

each bucket of 75 users per contracted

rate -Key product features & components

include:

• AWS architecture to host BU

• 1 BU Charge covers 75 Ivinex Users (i.e.

200 Users requires 3 BU Charges, etc.)

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

117 NICE inContact

Inbenta

Chatbot for

CXone (1-

10,000)

NIC039 Conversational virtual assistant that

answers questions and performs

transactions utilizing natural language

and machine learning technology• Billed

monthly per contracted rate• Key

product features & components: • Up

to 10,000 Chatbot sessions for entire

Business Unit • A Session begins when a

user interacts with one of the services (i.e.

types into a Chatbot) and ends when

there is a period of inactivity for 24

minutes. A user may interact several

times, or ask multiple questions within one

session. • Beyond 10,000, additional

sessions can be purchased separately.

• Intent detection, dialog manager,

transactional intelligence, seamless

escalation, federated bot, and context

awareness.

118 NICE inContact

Inbenta

Chatbot for

CXone (10,001-

15,000)

NIC040 Conversational virtual assistant that

answers questions and performs

transactions utilizing natural language

and machine learning technology• Billed

monthly per contracted rate• Key

product features & components: • Up

to 15,000 Chatbot sessions for entire

Business Unit • A Session begins when a

user interacts with one of the services (i.e.

types into a Chatbot) and ends when

there is a period of inactivity for 24

minutes. A user may interact several

times, or ask multiple questions within one

session. • Beyond 15,000, additional

sessions can be purchased separately.

• Intent detection, dialog manager,

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

transactional intelligence, seamless

escalation, federated bot, and context

awareness.

119 NICE inContact

Inbenta

Chatbot for

CXone (15,000-

20,000)

NIC041 Conversational virtual assistant that

answers questions and performs

transactions utilizing natural language

and machine learning technology• Billed

monthly per contracted rate• Key

product features & components: • Up

to 20,000 Chatbot sessions for entire

Business Unit • A Session begins when a

user interacts with one of the services (i.e.

types into a Chatbot) and ends when

there is a period of inactivity for 24

minutes. A user may interact several

times, or ask multiple questions within one

session. • Beyond 20,000, additional

sessions can be purchased separately. •

Intent detection, dialog manager,

transactional intelligence, seamless

escalation, federated bot, and context

awareness.

120 NICE inContact

Inbenta

Chatbot for

CXone (20,001-

50,000)

NIC042 Conversational virtual assistant that

answers questions and performs

transactions utilizing natural language

and machine learning technology• Billed

monthly per contracted rate• Key

product features & components: • Up

to 50,000 Chatbot sessions for entire

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Business Unit • A Session begins when a

user interacts with one of the services (i.e.

types into a Chatbot) and ends when

there is a period of inactivity for 24

minutes. A user may interact several

times, or ask multiple questions within one

session. • Beyond 50,000, additional

sessions can be purchased separately. •

Intent detection, dialog manager,

transactional intelligence, seamless

escalation, federated bot, and context

awareness.

121 NICE inContact

Inbenta

Chatbot for

CXone (50,000-

100,000)

NIC043 Conversational virtual assistant that

answers questions and performs

transactions utilizing natural language

and machine learning technology• Billed

monthly per contracted rate• Key

product features & components: • Up

to 100,000 Chatbot sessions for entire

Business Unit • A Session begins when a

user interacts with one of the services (i.e.

types into a Chatbot) and ends when

there is a period of inactivity for 24

minutes. A user may interact several

times, or ask multiple questions within one

session. • Beyond 100,000, additional

sessions can be purchased separately.

• Intent detection, dialog manager,

transactional intelligence, seamless

escalation, federated bot, and context

awareness.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

122 NICE inContact

Inbenta

Chatbot for

CXone (100,001-

200,000)

NIC044 Conversational virtual assistant that

answers questions and performs

transactions utilizing natural language

and machine learning technology• Billed

monthly per contracted rate• Key

product features & components: • Up

to 200,000 Chatbot sessions for entire

Business Unit • A Session begins when a

user interacts with one of the services (i.e.

types into a Chatbot) and ends when

there is a period of inactivity for 24

minutes. A user may interact several

times, or ask multiple questions within one

session. • Beyond 200,000, additional

sessions can be purchased separately. •

Intent detection, dialog manager,

transactional intelligence, seamless

escalation, federated bot, and context

awareness.

123 NICE inContact

Inbenta

Chatbot for

CXone (200,000-

1M)

NIC045 Conversational virtual assistant that

answers questions and performs

transactions utilizing natural language

and machine learning technology• Billed

monthly per contracted rate• Key

product features & components: • Up

to 1,000,000 Chatbot sessions for entire

Business Unit • A Session begins when a

user interacts with one of the services (i.e.

types into a Chatbot) and ends when

there is a period of inactivity for 24

minutes. A user may interact several

times, or ask multiple questions within one

session. • Beyond 1,000,000, additional

sessions can be purchased separately.

• Intent detection, dialog manager,

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

transactional intelligence, seamless

escalation, federated bot, and context

awareness.

124 NICE inContact

Inbenta

Chatbot

Overage

NIC372 Conversational virtual assistant Chatbot

sessions beyond Business Unit limit for the

month. Billed per session.

125 NICE inContact

Inbenta

Chatbot Add'l

Language for

CXone (1-

20,000)

NIC046 Chatbot additional languages provided

as needed with native support for over 30

languages. Billed monthly per contracted

rate. Key product features & components:

• Up to 20,000 Add'l Language sessions for

entire Business Unit

• A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session.

126 NICE inContact

Inbenta

Chatbot Add'l

Language for

CXone (20,001-

50,000)

NIC047 Chatbot additional languages provided

as needed with native support for over 30

languages. Billed monthly per contracted

rate. Key product features & components:

• Up to 50,000 Add'l Language sessions for

entire Business Unit

• A Session begins when a user interacts

with one of the services (i.e. types into a

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session.

127 NICE inContact

Inbenta

Chatbot Add'l

Language for

CXone (50,001-

100,000)

NIC048 Chatbot additional languages provided

as needed with native support for over 30

languages. Billed monthly per contracted

rate. Key product features & components:

• Up to 100,000 Add'l Language sessions

for entire Business Unit

• A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session.

128 NICE inContact

Inbenta

Chatbot Add'l

Language for

CXone (100,001-

200,000)

NIC049 Chatbot additional languages provided

as needed with native support for over 30

languages. Billed monthly per contracted

rate. Key product features & components:

• Up to 200,000 Add'l Language sessions

for entire Business Unit

• A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

129 NICE inContact

Inbenta

Chatbot Add'l

Language for

CXone (200,001-

1M)

NIC050 Chatbot additional languages provided

as needed with native support for over 30

languages. Billed monthly per contracted

rate. Key product features & components:

• Up to 1,000,000 Add'l Language sessions

for entire Business Unit

• A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session.

130 NICE inContact

Inbenta

Chatbot Add'l

Language

Overage

NIC373 Chatbot additional languages - Add'l

Language sessions overage, per session

131 NICE inContact

Inbenta Search

for CXone (1-

10,000)

NIC051 Powerful and intelligent search engine

that utilizes natural language technology

and meaning-text theory that can be

customized as needed• Billed monthly

per contracted rate• Key product

features & components: • Up to 10,000

Search sessions for entire Business Unit •

A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session. • Beyond

10,000, additional sessions can be

purchased separately. • Semantic

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

search, content digest, flexible UI options,

and federated & faceted search

132 NICE inContact

Inbenta Search

for CXone

(10,001-15,000)

NIC052 Powerful and intelligent search engine

that utilizes natural language technology

and meaning-text theory that can be

customized as needed• Billed monthly

per contracted rate• Key product

features & components: • Up to 15,000

Search sessions for entire Business Unit •

A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session. • Beyond

15,000, additional sessions can be

purchased separately. • Semantic

search, content digest, flexible UI options,

and federated & faceted search

133 NICE inContact

Inbenta Search

for CXone

(15,001-20,000)

NIC053 Powerful and intelligent search engine

that utilizes natural language technology

and meaning-text theory that can be

customized as needed• Billed monthly

per contracted rate• Key product

features & components: • Up to 20,000

Search sessions for entire Business Unit •

A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session. • Beyond

20,000, additional sessions can be

purchased separately. • Semantic

search, content digest, flexible UI options,

and federated & faceted search

134 NICE inContact

Inbenta Search

for CXone

(20,001-50,000)

NIC054 Powerful and intelligent search engine

that utilizes natural language technology

and meaning-text theory that can be

customized as needed• Billed monthly

per contracted rate• Key product

features & components: • Up to 50,000

Search sessions for entire Business Unit •

A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session. • Beyond

50,000, additional sessions can be

purchased separately. • Semantic

search, content digest, flexible UI options,

and federated & faceted search

135 NICE inContact

Inbenta Search

for CXone

(50,001-100,000)

NIC055 Powerful and intelligent search engine

that utilizes natural language technology

and meaning-text theory that can be

customized as needed• Billed monthly

per contracted rate• Key product

features & components: • Up to 100,000

Search sessions for entire Business Unit •

A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session. • Semantic

search, content digest, flexible UI options,

and federated & faceted search

136 NICE inContact

Inbenta Search

for CXone

(100,001-

200,000)

NIC056 Powerful and intelligent search engine

that utilizes natural language technology

and meaning-text theory that can be

customized as needed• Billed monthly

per contracted rate• Key product

features & components: • Up to 200,000

Search sessions for entire Business Unit •

A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session. • Beyond

200,000, additional sessions can be

purchased separately. • Semantic

search, content digest, flexible UI options,

and federated & faceted search

137 NICE inContact

Inbenta Search

for CXone

(200,000-1M)

NIC057 Powerful and intelligent search engine

that utilizes natural language technology

and meaning-text theory that can be

customized as needed• Billed monthly

per contracted rate• Key product

features & components: • Up to

1,000,000 Search sessions for entire

Business Unit • A Session begins when a

user interacts with one of the services (i.e.

types into a Chatbot) and ends when

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

there is a period of inactivity for 24

minutes. A user may interact several

times, or ask multiple questions within one

session. • Beyond 1,000,000, additional

sessions can be purchased separately.

• Semantic search, content digest,

flexible UI options, and federated &

faceted search

138 NICE inContact

Inbenta Search

Add'l Language

for CXone (1-

20,000)

NIC058 Search additional languages provided as

needed with native support for over 30

languages. Billed monthly per contracted

rate. Key product features & components:

• Up to 20,000 Add'l Language sessions for

entire Business Unit

• A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session.

139 NICE inContact

Inbenta Search

Add'l Language

for CXone

(20,001-50,000)

NIC059 Search additional languages provided as

needed with native support for over 30

languages. Billed monthly per contracted

rate. Key product features & components:

• Up to 50,000 Add'l Language sessions for

entire Business Unit

• A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

interact several times, or ask multiple

questions within one session.

140 NICE inContact

Inbenta Search

Add'l Language

for CXone

(50,001-100,000)

NIC060 Search additional languages provided as

needed with native support for over 30

languages. Billed monthly per contracted

rate. Key product features & components:

• Up to 100,000 Add'l Language sessions

for entire Business Unit

• A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session.

141 NICE inContact

Inbenta Search

Add'l Language

for CXone

(100,001-

200,000)

NIC061 Search additional languages provided as

needed with native support for over 30

languages. Billed monthly per contracted

rate. Key product features & components:

• Up to 200,000 Add'l Language sessions

for entire Business Unit

• A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session.

142 NICE inContact

Inbenta Search

Add'l Language

NIC062 Search additional languages provided as

needed with native support for over 30

languages. Billed monthly per contracted

rate. Key product features & components:

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

for CXone

(200,001-1M)

• Up to 1,000,000 Add'l Language sessions

for entire Business Unit

• A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session.

143 NICE inContact

Inbenta Search

Overage

NIC374 Inbenta Search sessions beyond Business

Unit limit for the month. Billed per session.

144 NICE inContact

Inbenta

Knowledge Mgt

for CXone (1-

10,000)

NIC063 Simplify content creation in the workplace

with document and digital asset

management that seamlessly integrates

with Inbenta's AI-powered Semantic

Search Engine• Billed monthly per

contracted rate• Key product features &

components: • Up to 10,000 Search

sessions for entire Business Unit • A

Session begins when a user interacts with

one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session. • Beyond

10,000, additional sessions can be

purchased separately. • Content

management, deflection tools, discovery

layer, help sites, and long tail SEO

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

145 NICE inContact

Inbenta

Knowledge Mgt

for CXone

(10,001-15,000)

NIC064 Simplify content creation in the workplace

with document and digital asset

management that seamlessly integrates

with Inbenta's AI-powered Semantic

Search Engine• Billed monthly per

contracted rate• Key product features &

components: • Up to 15,000 Search

sessions for entire Business Unit • A

Session begins when a user interacts with

one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session. • Beyond

15,000, additional sessions can be

purchased separately. • Content

management, deflection tools, discovery

layer, help sites, and long tail SEO

146 NICE inContact

Inbenta

Knowledge Mgt

for CXone

(15,001-20,000)

NIC065 Simplify content creation in the workplace

with document and digital asset

management that seamlessly integrates

with Inbenta's AI-powered Semantic

Search Engine• Billed monthly per

contracted rate• Key product features &

components: • Up to 20,000 Search

sessions for entire Business Unit • A

Session begins when a user interacts with

one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session. • Beyond

20,000, additional sessions can be

purchased separately. • Content

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

management, deflection tools, discovery

layer, help sites, and long tail SEO

147 NICE inContact

Inbenta

Knowledge Mgt

for CXone

(20,001-50,000)

NIC066 Simplify content creation in the workplace

with document and digital asset

management that seamlessly integrates

with Inbenta's AI-powered Semantic

Search Engine• Billed monthly per

contracted rate• Key product features &

components: • Up to 50,000 Search

sessions for entire Business Unit • A

Session begins when a user interacts with

one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session. • Beyond

50,000, additional sessions can be

purchased separately. • Content

management, deflection tools, discovery

layer, help sites, and long tail SEO

148 NICE inContact

Inbenta

Knowledge Mgt

for CXone

(50,001-100,000)

NIC067 Simplify content creation in the workplace

with document and digital asset

management that seamlessly integrates

with Inbenta's AI-powered Semantic

Search Engine• Billed monthly per

contracted rate• Key product features &

components: • Up to 100,000 Search

sessions for entire Business Unit • A

Session begins when a user interacts with

one of the services (i.e. types into a

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session. • Beyond

100,000, additional sessions can be

purchased separately. • Content

management, deflection tools, discovery

layer, help sites, and long tail SEO

149 NICE inContact

Inbenta

Knowledge Mgt

for CXone

(100,001-

200,000)

NIC068 Simplify content creation in the workplace

with document and digital asset

management that seamlessly integrates

with Inbenta's AI-powered Semantic

Search Engine• Billed monthly per

contracted rate• Key product features &

components: • Up to 200,000 Search

sessions for entire Business Unit • A

Session begins when a user interacts with

one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session. • Beyond

200,000, additional sessions can be

purchased separately. • Content

management, deflection tools, discovery

layer, help sites, and long tail SEO

150 NICE inContact

Inbenta

Knowledge Mgt

for CXone

(200,001-1M)

NIC069 Simplify content creation in the workplace

with document and digital asset

management that seamlessly integrates

with Inbenta's AI-powered Semantic

Search Engine• Billed monthly per

contracted rate• Key product features &

components: • Up to 1,000,000 Search

sessions for entire Business Unit • A

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Session begins when a user interacts with

one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session. • Beyond

1,000,000, additional sessions can be

purchased separately. • Content

management, deflection tools, discovery

layer, help sites, and long tail SEO

151 NICE inContact

Inbenta

Knowledge Mgt

Add'l Language

for CXone (1-

20,000)

NIC070 Knowledge Mgt additional languages

provided as needed with native support

for over 30 languages. Billed monthly per

contracted rate. Key product features &

components:

• Up to 20,000 Add'l Language sessions for

entire Business Unit

• A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session.

152 NICE inContact

Inbenta

Knowledge Mgt

Add'l Language

for CXone

(20,001-50,000)

NIC071 Knowledge Mgt additional languages

provided as needed with native support

for over 30 languages. Billed monthly per

contracted rate. Key product features &

components:

• Up to 50,000 Add'l Language sessions for

entire Business Unit

• A Session begins when a user interacts

with one of the services (i.e. types into a

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session.

153 NICE inContact

Inbenta

Knowledge Mgt

Add'l Language

for CXone

(50,001-100,000)

NIC072 Knowledge Mgt additional languages

provided as needed with native support

for over 30 languages. Billed monthly per

contracted rate. Key product features &

components:

• Up to 100,000 Add'l Language sessions

for entire Business Unit

• A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session.

154 NICE inContact

Inbenta

Knowledge Mgt

Add'l Language

for CXone

(100,001-

200,000)

NIC073 Knowledge Mgt additional languages

provided as needed with native support

for over 30 languages. Billed monthly per

contracted rate. Key product features &

components:

• Up to 200,000 Add'l Language sessions

for entire Business Unit

• A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

155 NICE inContact

Inbenta

Knowledge Mgt

Add'l Language

for CXone

(200,001-1M)

NIC074 Knowledge Mgt additional languages

provided as needed with native support

for over 30 languages. Billed monthly per

contracted rate. Key product features &

components:

• Up to 1,000,000 Add'l Language sessions

for entire Business Unit

• A Session begins when a user interacts

with one of the services (i.e. types into a

Chatbot) and ends when there is a period

of inactivity for 24 minutes. A user may

interact several times, or ask multiple

questions within one session.

156 NICE inContact

RiverStar for

CXone

QueView Email

(per Configured

User)

NIC075 Automatically routes inbound emails into

customized queues and gives agents the

ability to view the queues they have

access to. Configured Users are billed

based on the highest number of active

users set up on the platform at any one

time during the month. This includes

Admin users. Key product features &

components:

• Allows agents to preview emails in

queue and respond based on set priorities

or criteriao Each email that arrives in

CXone is mirrored in RiverStar QueView in

the appropriate queue that is linked to a

CXone email skilloCan select 1 or more

emails to work simultaneously

• Supervisors are given access to their

team’s queues

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

157 NICE inContact

Inbenta

Knowledge

Search Engine

Overage

NIC375 Inbenta's AI-powered Semantic Search

Engine overage rate per session

158 NICE inContact

Lightico for

CXone (1-300

Sessions)

NIC376 Lightico streamlines company processes

and improves customer experience

through document, image and video

sharing, digitally signing documents and

processing payments securely. Includes

up to 300 sessions per month. A session is

defined as an interaction between agent

and customer during a 24-hour duration.

Multiple interactions between agent and

customer during those 24 hours does not

start a new session. Key product features

& components: -Complete forms

instantly, gather signatures and consent

-Collect documents/ID and other

stipulations -Share images and videos

and process payments while speaking on

the phone -Automated self-service

workflows can also be implemented on

the company website and IVR to

complete the above processes. -Open

API support for integrations with 3rd party

applications and CRM's.

159 NICE inContact

Lightico for

CXone (per

Session)

NIC076 Lightico for Cxone - per session beyond

300 sessions per month

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

160 NICE inContact

Omilia for

CXone Routing

(Text-based

Channels)

NIC077 Text-based sessions where the Omilia

chatbot may provide a Successful Self-

Service or Chat Session Steering Routed to

an Agent based on Intent Classification.

Billed monthly per chat session. Key

product features & components include:

• Chatbot customer intent classification.

• Chatbot successful self-service.

• Chat session intent-based routed to an

Agent due to an external mal-

performance issues.

Examples of mal-performance:

Customer API’s or web-services fail to

return the appropriate information-

Customer has not implemented key web-

services that are required to fully

complete and contain the self-serve call

in the Omilia IVR.

161 NICE inContact

Omilia for

CXone Routing

IVR Mini App

NIC078 The Omilia IVR Mini-App, is an IVR Sub-

Dialog Service, aimed at collecting

specific types of information from the

caller via speech recognition and natural

language understanding. For example,

an IVR Mini-App could be the provision of

the sub-dialog service of recognizing

alphanumeric input or free-form dates.

Billed monthly per call.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

162 NICE inContact

Omilia for

CXone Routing

(per Routed

Call)

NIC079 Unsuccessful Self-Service Steering Calls

Routed to an Agent based on Intent

Classification. Billed monthly per call-

Key product features & components

include:

• Self Service calls where a Self-Served

Task was not completed and the call

routed to an Agent.

• Does not include calls routed to an

Agent due to an external mal-

performance issues.

Examples of mal-performance:-

Customer API’s or web-services fail to

return the appropriate information-

Customer has not implemented key web-

services that are required to fully

complete and contain the self-serve call

in the Omilia IVR.

163 NICE inContact

Omilia for

CXone Routing

(per Self Serve

Call)

NIC080 Successfully Self-Served and Completed

Services Call” are calls where the system

correctly identified the user intent and

followed the self-serve business logic and

announced the proper information-Billed

monthly per call-Key product features &

components include:-Successfully self-

served and completed services call

identify the user intent, follow the self-

serve business logic and announced the

proper information to the caller-Note: A

Self-Served calls is considered completed

in cases where the service was not

completed/provided due to external mal-

performance issues. Examples of mal-

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

performance: Customer API’s or web-

services fail to return the appropriate

information-Customer has not

implemented key web-services that are

required to fully complete and contain

the self-serve call in the Omilia IVR.

164 NICE inContact

Textel (Up to

5,000 Messages)

NIC081 Multi-directional SMS and MMS on

contact center legacy phone numbers

built into NICE inContact.-Billed monthly

per contracted rate.-Key features &

components include:-Two-way texting

within chat utilizing existing long codes

(Local & Toll Free)-Multimedia messaging

including pictures, emoji’s, documents &

PDF-Bulk send with status through PCD

Two factor authentication-Up to 5,000

messages included. Beyond 5,000,

additional messages can be purchased

separately.

165 NICE

inContact Textel

(Up to 10,000

Messages)

NIC082 Multi-directional SMS and MMS on

contact center legacy phone numbers

built into NICE inContact.-Billed monthly

per contracted rate.-Key features &

components include:-Two-way texting

within chat utilizing existing long codes

(Local & Toll Free)-Multimedia messaging

including pictures, emoji’s, documents &

PDF-Bulk send with status through PCD

Two factor authentication-Up to 10,000

messages included. Beyond 10,000,

additional messages can be purchased

separately.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

166 NICE inContact

Textel (Up to

25,000

Messages)

NIC083 Multi-directional SMS and MMS on

contact center legacy phone numbers

built into NICE inContact.-Billed monthly

per contracted rate.-Key features &

components include:-Two-way texting

within chat utilizing existing long codes

(Local & Toll Free)-Multimedia messaging

including pictures, emoji’s, documents &

PDF-Bulk send with status through PCD

Two factor authentication-Up to 25,000

messages included. Beyond 25,000,

additional messages can be purchased

separately.

167 NICE inContact

Textel (Up to

50,000

Messages)

NIC084 Multi-directional SMS and MMS on

contact center legacy phone numbers

built into NICE inContact.-Billed monthly

per contracted rate.-Key features &

components include:-Two-way texting

within chat utilizing existing long codes

(Local & Toll Free)-Multimedia messaging

including pictures, emoji’s, documents &

PDF-Bulk send with status through PCD

Two factor authentication-Up to 50,000

messages included. Beyond 50,000,

additional messages can be purchased

separately.

168 NICE inContact

Textel (Up to

100,000

Messages)

NIC085 Multi-directional SMS and MMS on

contact center legacy phone numbers

built into NICE inContact.-Billed monthly

per contracted rate.-Key features &

components include:-Two-way texting

within chat utilizing existing long codes

(Local & Toll Free)-Multimedia messaging

including pictures, emoji’s, documents &

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

PDF-Bulk send with status through PCD

Two factor authentication-Up to 100,000

messages included. Beyond 100,000,

additional messages can be purchased

separately.

169 NICE inContact

Textel (Up to

250,000

Messages)

NIC086 Multi-directional SMS and MMS on

contact center legacy phone numbers

built into NICE inContact.-Billed monthly

per contracted rate.-Key features &

components include:-Two-way texting

within chat utilizing existing long codes

(Local & Toll Free)-Multimedia messaging

including pictures, emoji’s, documents &

PDF-Bulk send with status through PCD

Two factor authentication-Up to 250,000

messages included. Beyond 250,000,

additional messages can be purchased

separately.

170 NICE inContact

Textel (Up to

500,000

Messages)

NIC087 Multi-directional SMS and MMS on

contact center legacy phone numbers

built into NICE inContact.-Billed monthly

per contracted rate.-Key features &

components include:-Two-way texting

within chat utilizing existing long codes

(Local & Toll Free)-Multimedia messaging

including pictures, emoji’s, documents &

PDF-Bulk send with status through PCD

Two factor authentication-Up to 500,000

messages included. Beyond 500,000,

additional messages can be purchased

separately.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

171 NICE inContact

Textel Additional

Message

NIC377 NICE inContact Textel additional message

rate - billed per message

172 NICE

inContact Textel

- Additional Line

NIC088 Additional text-enabled toll free/long

code phone number

173 NICE

inContact Textel

- Short Code

Monthly

NIC089 Multi-directional texting on random or

vanity short codes built into NICE

inContact.-Billed monthly per contracted

rate -Key features & components

include:-Two-way texting-Blast outbound

or agent-initiated outbound-Ability to port

existing contact center short codes or set

up new short codes and provide access

to features within the NICE inContact

platform-Short code per message rate

applied separately.

174 NICE

inContact Textel

- Short Code

Message

NIC378 Texting short code per message rate -

add-on to Textel - Short Code Monthly

175 NICE inContact

CallVU Monthly

Success

Package (per

BU)

NIC090 Maintain technical and business

knowledge of the CallVU implementation

at the client and guide our clients through

the most relevant features and

functionalities for their specific business

needs-Regular calls and meetings with

the clients to ensure they drive the most

benefits out of the their implementation -

Provide exceptional customer experience

using proactive communication and

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

sharing of best practices-Provide

continuous feedback and new features

capabilities requests between our clients

and our product and marketing teams -

Quarterly Business Review -Coordinate

project activities between the client’s and

CallVU project managers-Collaborate

with the Sales and Support teams to

ensure a smooth transition of ongoing

client management.

176 NICE inContact

CallVU Basic:

Collaboration +

eForms + Digital

Form Builder

(per session)

NIC091 Collaboration provided within the MAX

interface: Easy Session Initiation with no

app or plug-in installation required on the

client side (SMS pushed to caller’s cell, or

as part of the VIVR process).-A

Collaboration Session is defined as one

conversation (regardless of duration) from

connect and accepting/opening the link,

until hang-up.-A Form Session begins

when the user opens the form. The session

ends when the user closes the browser or

if the form times out.-Collaboration with

digital signature, photo and document

display capability provided.-

Collaboration that can use co-filling of

forms, pdfs, and content for task

completion.-Digital Form builder provided

over a web service where client can

draft, save, and deploy forms, share and

edit by the callers.-Digital Forms can be

stored, saved, or downloaded by the

users, in a format used in their workflow

tools (PDF, etc.). Provide the ability for the

user to "stop and continue later.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

177 NICE inContact

CallVU

Advanced:

Collaboration +

eForms + Digital

Form Builder +

Video Chat (per

session)

NIC092 As included in the NICE inContact CallVU

Basic package, with the following

additional features:-Collaboration with

live voice, video and chat-Live video

chat, with the ability to mute to take

pictures -Video available for viewing

(storage)-A Collaboration Session is

defined as one conversation (regardless

of duration) from connect and

accepting/opening the link, until hang-

up.-A Form Session begins when the user

opens the form. The session ends when

the user closes the browser or if the form

times out.

178 NICE inContact

CallVU Visual

IVR Survey (per

survey)

NIC093 Visual IVR service that upon completing a

session, provides the caller with a survey

to measure success and experience of

the client.-Surveys can be designed per

the needs of the client. Data is viewed in

data services provided.

179 NICE inContact

CXone

Workgroup -

Implementation

NIC094 Billed as a one time (non-recurring)

charge INCLUDES: -50 seats included -

Designated Implementation Manager

(SME) -Post go-live stabilization and

support of an estimated two weeks as

agreed upon by project stakeholders.

Project may include, but are not limited

to, collaboration and consultation to

determine business needs and

requirements; Implementation of

documented solution; Completion of

NICE inContact quality assurance and

production deployment tests.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

DOES NOT INCLUDE: -Products outside of

ACD (Chat/Email/ASR/SMS, etc…) -

Integration or CRM Driven Screenpop - -

OnBoarding

180 NICE inContact

CXone

Workgroup Plus -

Implementation

NIC095 INCLUDES: 65 seats Designated

Implementation Manager (SME)* Post go-

live stabilization and support of an

estimated two weeks as agreed upon by

project stakeholders.* Project may

include, but are not limited to,

collaboration and consultation to

determine business needs and

requirements; Implementation of

documented solution; Completion of

NICE inContact quality assurance and

production deployment tests.

*DOES NOT INCLUDE:-Products outside of

ACD (Chat/Email/ASR/SMS, etc…)-

Integration or CRM Driven Screenpop- -

OnBoarding

181 NICE inContact

CXone

Corporate -

Implementation

NIC096 Billed as a one time (non-recurring)

chargeINCLUDES: -100 seats -

Designated Implementation Manager

(SME) -Post go-live stabilization and

support of an estimated two weeks as

agreed upon by project stakeholders. -

Project may include, but are not limited

to, collaboration and consultation to

determine business needs and

requirements; Implementation of

documented solution; Completion of

NICE inContact quality assurance and

production deployment tests.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

DOES NOT INCLUDE: -Products outside of

ACD (Chat/Email/ASR/SMS, etc…) -

Integration or CRM Driven Screenpop - -

OnBoarding

182 NICE inContact

CXone

Corporate Plus -

Implementation

NIC097 INCLUDES: 150 seats -Designated

Implementation Manager (SME)* Onsite

Onboarding Manager at one location for

2 Business Days during go-live* Remote

Onboarding Manager Support for 3

weeks, averaging two project hours per

week, ensuring proficiency with the NICE

inContact Platform, assisting with

company objectives and success metrics,

and building and analyzing reports*

Unlimited Access to eLearning Tools

throughout service duration* Post go-live

stabilization and support of an estimated

two weeks as agreed upon by project

stakeholders. Project may include, but

are not limited to, collaboration and

consultation to determine business needs

and requirements; Implementation of

documented solution; Completion of

NICE inContact quality assurance and

production deployment tests.

DOES NOT INCLUDE:-Products outside of

ACD (Chat/Email/ASR/SMS, etc…)-

Integration or CRM Driven Screenpop-

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

183 NICE inContact

CXone

Enterprise -

Implementation

NIC098 INCLUDES: -250 seats -Designated

Project Manager -Designated

Implementation Manager (SME) -Onsite

Onboarding Manager at one location for

6 Business Days during go-live -Remote

Onboarding Manager Support for 8

weeks, averaging four project hours per

week, ensuring proficiency with the Nice

inContact Platform, assisting with

company objectives and success metrics,

and building and analyzing reports -

Unlimited Access to eLearning Tools

throughout service duration -Post go-live

stabilization and support of an estimated

two weeks as agreed upon by project

stakeholders Project may include, but

are not limited to, collaboration and

consultation to determine business needs

and requirements; Implementation of

documented solution; Completion of

NICE inContact quality assurance and

production deployment tests.

DOES NOT INCLUDE: -Products outside of

ACD (Chat/Email/ASR/SMS, etc…) -

Integration or CRM Driven Screenpop -

184 NICE inContact

CXone

Enterprise Plus -

Implementation

NIC099 INCLUDES: -500 seats -Designated

Project Manager -Designated

Implementation Manager (SME) -Onsite

Project Manager and Implementation

Manager for 3 days at up to three

locations to gather initial requirements

and complete project kick-off -Onsite

Onboarding Manager for 9 days at up to

three locations during go-live -Remote

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Onboarding Manager Support for 12

weeks, averaging four project hours per

week, ensuring proficiency with the Nice

inContact Platform, assisting with

company objectives and success metrics,

and building and analyzing reports -

Unlimited Access to eLearning Tools

throughout service duration -Post go-live

stabilization and support of an estimated

two weeks as agreed upon by project

stakeholders -Project may include, but

are not limited to, collaboration and

consultation to determine business needs

and requirements; Implementation of

documented solution; Completion of

NICE inContact quality assurance and

production deployment tests.

DOES NOT INCLUDE: -Products outside of

ACD (Chat/Email/ASR/SMS, etc…) -

Integration or CRM Driven Screenpop -.

185 NICE inContact

CXone

Workgroup Plus -

Implementation

NIC100 Add-on to purchased Implementation

package. Priced per seat ordered

beyond quantity included in base

implementation package

186 CXone Custom

Storage Setup

NIC104 Setup for Custom Storage-Billed as a one

time (non-recurring) charge

187 CXone CRM

Integration

NIC105 Adds integration to a single CRM solution

to support a screenpop or custom call

routing-Billed as a one time (non-

recurring) charge-Implementation

includes: -Up to 3 database/web service

calls which can be used to lookup data

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

to perform a screenpop or custom routing

-Not all external CRM solutions supported

188 CXone CRM

Driven

ScreenPOP/Call

Routing

Implementation

NIC106 Adds integration to a single CRM solution

to support a screenpop or custom call

routing-Billed as a one time (non-

recurring) charge-Implementation

includes: -Up to 3 database/web service

calls which can be used to lookup, push,

update to perform a screenpop or

custom routing -Not all external

CRM solutions supported

189 CXone 25 Menu

Options DTMF

Navigation

NIC107 For use with base ACD Implementation

Packages, 1 is mandatory on every quote

- Base implementation packages are:

Workgroup, Corporate, Enterprise,

Enterprise Plus- Adds 25 menu options for

navigation in your call flow- Billed as a

one time (non-recurring) charge

190 CXone Named

Agent Routing

Implementation

NIC108 CRM integration check to find last agent

spoken with- Billed as a one time (non-

recurring) charge

191 CXone 50 Point

of Contact

Based Routing

NIC109 For use with base ACD Implementation

Packages, 1 is mandatory on every quote

- Base implementation packages are:

Workgroup, Corporate, Enterprise,

Enterprise Plus- Adds 50 Point of Contacts-

A Point of Contact is an access point to

route various channel types (voice, email,

chat, SMS) in your contact routing- Billed

as a one time (non-recurring) charge

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

192 CXone

Automated

Speech

Recognition

(ASR)

Implementation

NIC110 Implementation of ASR to enable callers

to use their voice to provide input to the

IVR to determine routing and other

information- Billed as a one time (non-

recurring) charge- Implementation

includes: - Up to 10 ASR

Actions/Utterances - Recognition

based on common phrases native to the

platform or a custom grammar file

provided by the customer - Natural

Language speech recognition NOT

supported - Phrases containing alpha

and numeric characters recommended 5

or less for optimal performance

193 CXone Agent

Scripting

Quickstart

Implementation

NIC111 A shortened version of the Agent Scripting

implementation package- Billed as a one

time (non-recurring) charge-

Implementation includes: - Up to 5

page actions/discussion points which

delivers standard information to your

agent - Integration to a third party/CRM

is available but not included in this

package - Requires up to 30 days to

deploy

194 CXone Agent

Scripting

Implementation

NIC112 A full implementation package for Agent

Scripting that includes integration to a

single CRM- Billed as a one time (non-

recurring) charge- Implementation

includes: - Up to 10 page

actions/discussion points - Adds

integration to a single CRM solution to

support a screen-pop or custom call

routing - Up to 3 Web Service/Database

“calls” (lookup or update only) - Not all

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

external CRM solutions are supported -

May increase deployment timeline up to

60 days

195 CXone Personal

Connection

Implementation

NIC113 Implementation and setup of the Personal

Connection outbound dialer- Billed as a

one time (non-recurring) charge-

Implementation includes: - Assigned

Implementation Consultant who remotely

oversees the implementation end-to-end

- 1-hour Business Requirements call that

will serve as the basis for the Business

Requirements Document (BRD). The

Implementation Consultant will validate

the configured software according to the

BRD - Delivery of one custom Studio

script. For example, the scripts can be

used to provide standard call recording

or a message laydown (agentless)

application - Configuration of one

campaign (skill) - eLearning training

included. Instructor-led training available

at additional cost. - IM provides remote

launch support during the day of the go

live - 2 weeks post Go-Live support -

Onsite support and additional scope is

available at additional cost

196 CXone Personal

Connection -

ProActive XS

Integration

NIC114 Personal Connection integration with a

CRM data source via Proactive External

Synchronization (XS)- Billed as a one time

(non-recurring) charge- Integration

includes: - 1 data source - Pull

records from CRM or host system (check

out) - Push information back to CRM or

host system (check in) - Basic contact

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

disposition - Basic outbound contact

removal on inbound call - 1 additional

customer selected interaction -

Personal Connection Implementation not

included in this package

197 CXone Personal

Connection

Additional

Skill/Campaign

NIC115 Implementation and setup of one

additional skill/campaign for the Personal

Connection outbound dialer. - Billed as a

one time (non-recurring) charge

198 CXone Personal

Connection

Additionall

Custom Script

NIC116 Implementation and setup of one

additional custom script for the Personal

Connection outbound dialer. For

example, the script can be used to

provide standard call recording or a

message laydown (agentless)

application.- Billed as a one time (non-

recurring) charge

199 CXone

Outbound Email

Campaign

Implementation

NIC117 A one-time setup fee to build an email skill

and template and configure the

customer’s email service information in

the inContact system- Implementation

includes inContact email configuration

training for a customer administrator

200 CXone

Customized Call

Handling

NIC118 Implementation of a solution that allows

agents to put an existing call on hold to

handle an urgent (priority) call from the

queue. -Priority calls can be determined

based on IVR selection, caller ID or dialed

number. -The agent receives a message

that there is an urgent call in queue. The

agent can hold the existing call and be

routed the urgent call. -Once the urgent

call is completed, agents can retrieve the

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

held call from their personal queue or be

routed the next highest priority call

(depending on routing rules). -This does

not include the ability to handle multiple

voice calls simultaneously. -Billed as a

one-time (non-recurring) charge

201 CXone Work

Item Routing

NIC119 Implementation of work item routing-

Includes the configuration of up to 5 work

item skills-Includes integration to a single

CRM solution or data source with up to 3

web service calls for PUSH, LOOKUP or

UPDATE data.-Not all CRM systems are

supported.-Billed as a one-time (non-

recurring charge)

202 CXone WFM

Data Upload

NIC120 One-time historical import of contact

data from 3rd party ACD for forecasting

purposes. Contact data defined and

imported by inContact from customer

completed Historical Contact Data Excel

Workbook.- Billed as a one time (non-

recurring) charge- Implementation

includes: - Implementation Manager

will guide customer completion of

Historical Contact Data Excel Workbook.

- Import up to 1 million lines of historical

contact data from the provided

Workbook. Each line represents one 15

minute period of time for a specific queue

(contact type). - User Acceptance

Testing of imported contact data.

203 CXone

Messaging

Proactive Chat

NIC121 Required per channel setup for CXone

Proactive Chat and Email-Setup and

integration of Messaging API per Channel.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

and Email

Advanced

Implementation

Each integration is a custom Scope of

Work (SOW).-Billed as a one time (non-

recurring) charge-Integration includes: -

Configuration of an integration between

a single 3rd Party Messaging Application

and the NICE inContact CXone Digital

Platform Messaging API.

204 Cxone

Messaging

Implementation

(per channel)

NIC122 Required per channel setup for Apple

Apps Review, Facebook Messenger,

Google Places, Google Play, Instagram,

Line Messaging, LinkedIn, SMS, Telegram

Messaging, Twitter and Youtube.-Setup

and integration of Messaging API per

Channel. Each integration is a custom

Scope of Work (SOW).-Billed as a one time

(non-recurring) charge-Integration

includes: -Configuration of an

integration between a single 3rd Party

Messaging Application and the NICE

inContact CXone Digital Platform

Messaging API.

205 Cxone

Messaging

Advanced

Implementation

(per channel)

NIC123 Required per channel setup for WhatsApp

and Apple Business Chat.-Setup and

integration of Messaging API per Channel.

Each integration is a custom Scope of

Work (SOW).-Billed as a one time (non-

recurring) charge-Integration includes: -

Configuration of an integration between

a single 3rd Party Messaging Application

and the NICE inContact CXone Digital

Platform Messaging API.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

206 NICE inContact

CXone

Corporate

Onboarding

Package

NIC124 Billed per package as a one time (non-

recurring) charge-Package includes: -

3 days with the Onboarding Manager

onsite during go-live -4 weeks of

remote support with the Onboarding

Manager, averaging 4 hours per week

-Partnering with managers, supervisors,

administrators every step of the way

during initial use of the inContact

technology -Achieving objectives and

success metrics throughout engagement

-Ensure proficiency during real world use

-Assisting you to build and analyze reports

207 NICE inContact

CXone

Enterprise

Onboarding

Package

NIC125 Billed per package as a one time (non-

recurring) charge-Package includes: -

6 days with the Onboarding Manager

onsite during go-live -8 weeks of

remote support with the Onboarding

Manager, averaging 4 hours per week

-Partnering with managers, supervisors,

administrators every step of the way

during initial use of the inContact

technology -Achieving objectives and

success metrics throughout engagement

-Ensure proficiency during real world use

-Assisting you to build and analyze reports

208 NICE inContact

CXone

Enterprise Plus

Onboarding

Package

NIC126 Billed per package as a one time (non-

recurring) charge-Package includes: -

9 days with the Onboarding Manager

onsite during go-live -12 weeks of

remote support with the Onboarding

Manager, averaging 4 hours per week

-Partnering with managers, supervisors,

administrators every step of the way

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

during initial use of the inContact

technology -Achieving objectives and

success metrics throughout engagement

-Ensure proficiency during real world use

-Assisting you to build and analyze reports

209 NICE inContact

CXone

Onboarding

Onsite Day

NIC127 Onsite visit to customer location by an

inContact representative- Billed per

person, per day as a one time (non-

recurring) charge- Onsite Go-Live support

from a NICE inContact Onboarding

Manager. Must be sold in increments of 2

or more

210 NICE inContact

CXone ACD

Training: Central

Administration

NIC134 Remote: Virtual training-Learn how to use

the Central portal to create, customize,

and manage your contact center

including dashboards, skills, users,

campaigns, hours of operation, etc.-

Estimated training duration - 2 hours-Billed

per course as a one time (non-recurring)

charge

211 NICE inContact

CXone ACD

Training: Agent

& Supervisor

NIC136 Remote: Virtual training above and

beyond standard training that is included

with the service-Learn how to launch the

Agent console, handle contacts, and

manage Agent states. This course also

covers supervisor functions, such as

Monitor, Coach, Barge, and Takeover.-

Estimated training duration - 2 hours-Billed

per course as a one time (non-recurring)

charge

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

212 NICE inContact

CXone ACD

Training:

Reporting

NIC137 Remote: Virtual training-Learn how to

create your own custom report

templates. This includes the 4 steps of

creating a template, running reports,

creating report schedules, and managing

and editing existing templates.-Estimated

training duration - 4 hours-Billed per

course as a one time (non-recurring)

charge

213 NICE inContact

CXone ACD

Training:

Workforce

Intelligence

NIC138 Remote: Virtual training-Learn how to

increase efficiencies in your contact

center by automating tasks and settings.

This includes skill assignments, agent

proficiencies, and more.-Estimated

training duration - 2 hours-Billed per

course as a one time (non-recurring)

charge

214 NICE inContact

CXone ACD

Training: Auto

Attendant

NIC139 Remote: Virtual training-Learn to

configure and maintain the Auto

Attendant tool as well as how to teach

end-users the basics of managing their

voicemail.-Estimated training duration - 2

hours-Billed per course as a one time

(non-recurring) charge

215 NICE inContact

CXone Personal

Connection

Training:

Fundamentals

NIC140 Remote: Virtual training-This course covers

the basic fundamentals and Advanced

Configuration for creating and managing

an outbound dialing campaign with

Personal Connection. During this session

you will learn how to create a customized

Personal Connection skill using basic

Parameters, how to prepare and upload

a calling list and how to use inContact’s

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Skill Control tool to manage your Personal

Connection campaigns. -You will also

have an opportunity to familiarize yourself

with the Agent Experience and outbound

reporting capabilities.-Estimated training

duration - 2 hours-Billed per course as a

one time (non-recurring) charge

216 NICE inContact

CXone Personal

Connection

Training:

Complex

Configuration

NIC141 Remote: Virtual training-This course covers

the numerous and complex features used

to increase control and efficiency of your

outbound dialing campaigns using

Personal Connection. During this session

you will learn how to further customize

your Personal Connection skills including

Priority Management and Skill Blending,

list and skill configuration for Multi-Number

Dialing, record Filtering, and using

advanced Answering Machine Detection

settings. -Estimated training duration - 2

hours-Billed per course as a one time

(non-recurring) charge

217 NICE inContact

CXone Scripting

Training: IVR

Development -

Private

NIC142 Virtual Classroom: instructor led training-

This course is an introduction to

inContact's Studio IVR programming

application. In this highly interactive and

hands on course, you will learn how to

create an optimal contact flow from the

ground up using the most popular Studio

actions and the "best practices" of Studio

Scripting. Once you have completed this

course you will have the confidence and

ability to not only create your own scripts,

but to also modify your existing business'

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

scripts in order to give your customers an

optimal experience.-Estimated training

duration - 3 days-Billed per course as a

one time (non-recurring) charge

218 NICE inContact

CXone Scripting

Training: IVR

Development -

Public (per

Attendee)

NIC143 Virtual Classroom: instructor led training-

This course is an introduction to

inContact's Studio IVR programming

application. In this highly interactive and

hands on course, you will learn how to

create an optimal contact flow from the

ground up using the most popular Studio

actions and the "best practices" of Studio

Scripting. Once you have completed this

course you will have the confidence and

ability to not only create your own scripts,

but to also modify your existing business'

scripts in order to give your customers an

optimal experience.-Estimated training

duration - 3 days-Billed per attendee as a

one time (non-recurring) charge

219 NICE inContact

CXone Scripting

Training: Web

Integrations

NIC144 Virtual Classroom: instructor led training-In

this hands on course you will learn about

Integrating with Web Based services using

inContact's Studio application. You will

get an introduction to SQL, SOAP, and

REST Web Services, the requirements

necessary for integrating with each

service, and build Studio scripts utilizing

each of those Web Services and the

appropriate Studio Actions.-Estimated

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

training duration - 2 days-Billed per course

as a one time (non-recurring) charge

220 NICE inContact

CXone Scripting

Training:

Outbound &

Proactive XS

NIC145 Virtual Classroom: instructor led training-In

this hands on course you will get in-depth,

hands on training in configuring

inContact's Personal Connection for use

with ProActive XS. You will first learn how

to configure a Personal Connection skill

for an Automated Outbound Dialer. Next

you will configure ProActive XS scripts in

Studio in order to pull calling records from

a CRM database and automatically

upload those records into a Personal

Connection calling list and also configure

your scripts to check records back into

your CRM database for automated list

management.-Estimated training duration

- 2 days-Billed per course as a one time

(non-recurring) charge

221 NICE inContact

CXone Scripting

Training: IVR

Development

with Multimedia

NIC146 Virtual Classroom: instructor led training-

This course is an introduction to

inContact's Studio IVR programming

application. In this highly interactive and

hands on course, you will learn how to

create an optimal contact flow from the

ground up using the most popular Studio

actions and the "best practices" of Studio

Scripting. Once you have completed this

course you will have the confidence and

ability to not only create your own scripts,

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

100

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

but to also modify your existing business'

scripts in order to give your customers an

optimal experience. -On the fourth day of

this class you will learn how to create

inbound Email and Chat Scripts, quick

replies, and customer facing chat

windows. You will also learn how to create

interactive Page Pops for your agents to

be used to collect information and

provide exact phrases to use when

interacting with contacts. If your business

unit is configured for Automated Speech

Recognition (ASR) you will also learn how

to turn a 'DTMF' based script into an ASR

script.-Estimated training duration - 4

days-Billed per course as a one time (non-

recurring) charge

222 NICE inContact

CXone WFM

Enterprise

Training

NIC147 Virtual Classroom: instructor led training-

NICE WFM platform training including

administration, configuration, forecasting,

scheduling, and reporting. This course is

intended for WFM analysts, schedulers

and/or contact center administrators.-

Estimated training duration - 4 days-Billed

per course as a one time (non-recurring)

charge

223 NICE inContact

CXone WFM

Enterprise

Training:

Forecasting &

Scheduling

NIC148 Virtual Classroom: instructor led training-

Refresher WFM training focusing on the

core concepts and product features:

forecasting and scheduling. This includes

both conceptual and functional training.-

Estimated training duration - 2 days-Billed

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

101

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

per course as a one time (non-recurring)

charge

224 NICE inContact

CXone QM

Enterprise

Training

NIC149 Virtual Classroom: instructor led training-In

this course, participants will learn to

create, maintain and use Quality

Evaluation forms. Key concepts include

the strategic organization of components

for reporting purposes, question types,

and scoring options. Participants will work

in the portal to search and evaluate calls,

flag evaluations, and report on key

quality metrics.-Estimated training

duration - 3.5 days-Billed per course as a

one time (non-recurring) charge

225 NICE inContact

CXone

Workforce

Management

Pro Training

NIC150 Virtual Classroom: instructor led training-

Training on the CXone WFM Pro platform

to create forecasts, create schedules,

agent schedule management and

system administration.-Estimated training

duration - 2 days-Billed per course as a

one time (non-recurring) charge

226 NICE inContact

CXone Quality

Management

Pro Training

NIC151 Virtual Classroom: instructor led training-

Training on the CXone QM Pro platform to

create custom QM forms, search for and

evaluate calls, pull data for analysis, and

calibrate for consistency.- Estimated

training duration - 2 days- Billed per

course as a one time (non-recurring)

charge

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

102

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

227 NICE inContact

CXone

Interaction

Analytics Pro

Training

NIC152 Remote: instructor-led training- Training on

the Interaction Analytics Pro platform

including how to configure categories,

topics, and dashboards that provide

business insights to assist in improving

processes and performance..- Estimated

training duration: 3 hours- Billed per course

as a one time (non-recurring) charge

228 NICE inContact

CXone Quality

Management

Analytics Pro

Training

NIC153 Remote: instructor-led training• Training

on the QMA Pro platform including how

to configure categories, topics, and

dashboards that provide business insights

to assist in improving processes and

performance• Estimated training

duration: 2 days• Billed per course as a

one time (non-recurring) charge

229 NICE inContact

CXone Quality

Management

Analytics Pro

Add-on Training

NIC154 Remote: instructor-led training• Training

on the QMA Pro platform including how

to configure categories, topics, and

dashboards that provide business insights

to assist in improving processes and

performance• Estimated training

duration: 3 hours• Billed per course as a

one time (non-recurring) charge

230 NICE inContact

Omilia for

CXone Training

App Dev Basic -

Remote

NIC155 The students will be introduced to the

basic elements of DiaManT®’s xml

language for building effective and

usable applications.-They will learn how to

define their application in terms of

targets, system actions, fields and

preconditions.-They will familiarize

themselves with key DiaManT®

functionalities such as planning, event

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

103

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

tracking, ambiguity resolution, reaction

definition and prompt generation among

others. 2 hours, remote.-Billed as a one

time (non-recurring) charge

231 NICE inContact

Omilia for

CXone Training

NLU Dev Basic -

Remote

NIC156 Students will be introduced to the basic

components of Omilia’s interpretation

module and understand how it fits to the

overall architecture of the dialog system.-

Using Conversation Studio, users will learn

how to analyze and map out the

interpretation domain creating Entities,

Context Rules & high level Intents that

DiaManT® will eventually use to drive the

dialog. 2 hours, remote.-Billed as a one

time (non-recurring) charge

232 NICE inContact

Omilia for

CXone Training

API Dev Basic -

Remote

NIC157 Students will learn how to complete their

DiaManT® application by building a

Custom Module. Integrate an app with

any backend system, and code complex

business rules.-See the basic concepts of

a model Custom Modules architecture.-

We will briefly discuss DiaManT® ‘s NLG

modules, and the ability to combine static

prompts to make complex

announcements. 3 hours, remote.-Billed

as a one time (non-recurring) charge

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

104

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

233 NICE inContact

Omilia for

CXone Training

360 Delivery

Overview -

Remote

NIC158 Participants will be introduced to the

typical architecture of a Natural

Language Dialogue System. They will be

introduced to the key components (ASR,

NLU, DM, NLG, TTS, IVR) of an NLU solution

and their interconnection.-In addition,

they will familiarize themselves with the

system's life-cycle, starting from the

requirements and design phase to the

final fine tuning stage, focusing on tools,

methodology, deliverables and testing

traits that are NLU application specific.-

Student will use Omilia's Dialog Review

Tool to get a thorough understanding of

each component's contribution on a call

using real-life examples.-By the end of the

course, participants will have clear

understanding of the key NLU

components, identify all the different error

types and sources within a dialog and

recommend the next steps towards issues

resolution. Billed as a one time (non-

recurring) charge

234 NICE inContact

CallVU

Training/Integrat

ion Day (per

day)

NIC159 Training either via WebEx/Zoom or as

scheduled on-site as needed by the

customer.

235 NICE inContact

CXone

Feedback

Management

NIC160 Implementation of CXone Feedback

Management API Connector- Billed as a

one time (non-recurring) charge-

Implementation includes: -

configuration of the connector to a

limited amount of points - The

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

105

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

API Connector

Implementation

customers IT will need to open the API’s to

allow for the connection

236 NICE inContact

CXone

Feedback

Management

Automated Text

Analytics Tag

Mgt

Implementation

NIC161 Implementation of CXone Feedback

Management Automated Text Analytics-

Billed as a one time (non-recurring)

charge- Implementation includes: -

Setup and configuration of the

automated Tags - Set up of the Alerts,

Notification rules - Training for the

power user on tag management

237 NICE inContact

CXone

Feedback

Management

Survey

Implementation

(per Channel)

NIC162 Implementation of CXone Feedback

Management for either of IVR, Email,

Chat - Billed as a one-time (non-recurring)

charge - Implementation includes: - Setup

of a single survey on one channel -

Configuring Notifications - Set up 2

dashboards - Provide 3 hours of training

for Power Users on how to use and

navigate the system - Power Users should

complete the NPX platform training prior

238 NICE inContact

CXone

Feedback

Management

VoC

Implementation

(per Channel)

NIC163 Implementation of CXone Feedback

Management for either of IVR, Email, SMS,

Web Intercepts, Chat-Billed as a one-time

(non-recurring) charge-Implementation

includes: -Setup of a single survey on

one channel -Configuring Alerts,

Notifications & Escalation workflows -

Set up 2 dashboards -Provide 3 hours

of training for Power Users on how to use

and navigate the system -Power

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

106

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Users should complete the NPX platform

training prior

239 NICE inContact

Cxone

Feedback

Management -

Basic Survey-

Implementation

(per Channel)

NIC164 Implementation of CXone Feedback

Management for either of IVR, Email, SMS,

Web Intercepts, Chat -Billed as a one-

time (non-recurring) charge -

Implementation includes: -Setup of a

single survey on one channel -Provide 3

hours of training for Power Users on how to

use and navigate the system -Power Users

should complete the NPX platform

training prior

240 NICE inContact

CXone

Feedback

Management

Speech to Text

Implementation

NIC165 Implementation of NICE inContact CXone

Feedback Management Speech to Text.-

Billed as a one time (non-recurring)

charge-Setup of IVR surveys that can

have verbatims transcribed to text.

241 NICE inContact

CXone

Feedback

Management

Add'l Survey

Build

NIC166 The managed services team will build the

survey for you- Billed as a one time (non-

recurring) charge- Build includes: - 1

Survey build of your choice

(IVR,SMS,Email,Web) - Configure the

dashboard for reporting

242 NICE inContact

CXone

Feedback

Management

Single Sign On

NIC167 Adding the NPX application to your SSO-

Billed as a one time (non-recurring)

charge- Setup includes: - Working with

your IT to connect to your SSO

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

107

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

243 NICE inContact

CXone

Feedback

Management

Historical Data

Import /

Migration

NIC168 Bring in one year’s worth of data for a

single survey- Billed as a one time (non-

recurring) charge- Import includes: -

Providing the template to perform the

import - Importing the clean data into

NPX - Configuring a single dashboard

for the data

244 NICE inContact

CXone

Feedback

Management

Key Driver

Scenario

Analysis

NIC171 Remote Business consulting project for

Key Driver Analysis- Billed as a one time

(non-recurring) charge- Analysis includes:

- Key Driver analysis - Findings report -

Follow up activity

245 NICE inContact

CXone

Feedback

Management

NPS / Target

Setting

NIC172 Remote Business Consulting Project for

NPS Target Setting- Billed as a one time

(non-recurring) charge- Setup includes:

- NPS Target Setting - Findings Report -

Follow up activity

246 NICE inContact

CXone

Feedback

Management

Revenue &

Profitability

Analysis

NIC173 Remote Business Consulting Project for

Profitability Analysis- Billed as a one time

(non-recurring) charge- Analysis includes:

- Profitability Analysis - Findings Report

- Follow up activity

247 NICE inContact

CXone

Feedback

Management

NPS Training-

NIC176 Remote Individual or Group training- Billed

as a one time (non-recurring) charge-

Training includes: - Up to 15 people per

training session - Courses can be

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

108

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Client or

Satmetrix LMS

loaded onto your LMS or ours - NPS

basics three 15 min videos

248 NICE inContact

CXone

Feedback

Management

NPS Onsite

Certification

NIC177 NPS Certification onsite or remote- Billed

as a one time (non-recurring) charge-

Certification includes: - Up to 15 people

249 NICE inContact

CXone

Feedback

Management

NPS Online

Certification

NIC178 Additional NPS certification training -

Individual- Billed as a one time (non-

recurring) charge- Certification includes:

- Online NPS certification - Individual

training

250 NICE inContact

CXone

Feedback

Management

Program Analyst

Certification

NIC179 NPX Certification for Analyst- Billed as a

one time (non-recurring) charge-

Certification includes: - In person at the

NICE Satmetrix office - Per person cost

- Designed for Analyst

251 NICE inContact

CXone

Feedback

Management

Program

Manager

Certification

NIC180 Certification for Program Manager level-

Billed as a one time (non-recurring)

charge- Certification includes: -

Program manager level certification - In

person at the NICE Satmetrix office

252 NICE inContact

CXone

Interaction

Analytics Pro -

NIC181 Billed as a one time (non-recurring)

charge-Implementation includes: -2

hours configuration -2-4 hours of initial

configuration of Company Profile -2-4

hours of initial configuration of

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

109

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Basic

Implementation

dashboards -4 hours eLearning -4-8

hours of categorization -2 hours follow

up Q&A and optimization

253 NICE inContact

CXone Quality

Management

Enterprise

Implementation

NIC183 Implementation and setup of NICE Quality

Management-Billed as a one time (non-

recurring) charge-Implementation

includes: -Implementation manager

who oversees the project from start to

finish -Business requirements session

and documentation -Integration with

inContact ACD -Initial System

Configuration -User acceptance

testing -Additional web-based training

included -Go live support -2 weeks

of Post Go Live Support

254 NICE inContact

Cxone Quality

Optimization

Enterprise

Implementation

NIC184 Implementation and training of NICE

Quality Optimization- Billed as a one time

(non-recurring) charge- Implementation

includes: - Implementation manager

who oversees the project from start to

finish - Business requirements session

and documentation - Integration with

inContact ACD - Initial System

Configuration - User acceptance

testing - 4 days of Instructor-Led training

- Additional web-based training included

- Go live support - 2 weeks of Post Go

Live Support

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

110

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

255 NICE inContact

CXone

Workforce

Management

Enterprise -

Advanced

Implementation

NIC185 Implementation and setup of NICE

Workforce Management Advanced -

Billed as a one time (non-recurring)

charge-Implementation includes: -

Implementation manager who oversees

the project from start to finish -Business

requirements session and documentation

-Integration with inContact ACD -Initial

System Configuration -User

acceptance testing -Additional web-

based training included -Go live

support -2 weeks of Post Go Live

Support

256 NICE inContact

CXone

Workload

Manager

Enterprise

Implementation

NIC186 Implementation of NICE Workfload

Manager- Billed as a one time (non-

recurring) charge- Implementation

includes: - Project Manager and

Implementation manager who oversees

the project from start to finish - Business

requirements session - Initial System

Configuration - User acceptance

testing - Application training included

with Workforce Management sessions -

Go live support - Remote Enablement

257 NICE inContact

CXone

Workforce

Optimization

Enterprise -

Advanced

Implementation

NIC187 Billed as a one time (non-recurring)

charge-Implementation manager who

oversees the project from start to finish-

Business requirements session and

documentation-Integration with

inContact ACD-Initial System

Configuration-User acceptance testing-

Additional web-based training included-

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

111

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Go live support-2 weeks of Post Go Live

Support

258 NICE inContact

CXone Audio

Recording

Enterprise

Implementation

NIC188 Implementation and setup of Audio

Recording Enterprise-Billed as a one time

(non-recurring) charge-Implementation

includes: -Implementation manager

who oversees the project from start to

finish -Business requirements session

and documentation -Integration with

inContact ACD -Initial System

Configuration -Two remote training

sessions of up to two hours each -User

acceptance testing -Go live support

-2 weeks of Post Go Live Support

259 NICE inContact

CXone Screen

Recording

Enterprise

Implementation

NIC189 Implementation and overview of NICE

Screen Recording- Billed as a one time

(non-recurring) charge- Implementation

includes: - Project Manager and

Implementation manager who oversees

the project from start to finish - Business

requirements session - Initial System

Configuration - User acceptance

testing - Application training included

with Quality Management training - Go

live support - Remote Enablement

260 NICE inContact

CXone

Workforce

Management

(WFM) Pro

Implementation

NIC190 Implementation and setup of CXone

WFM- Billed as a one time (non-recurring)

charge- Implementation includes: -

Implementation manager who oversees

the project from start to finish - Business

requirements session and documentation

- Initial System Configuration - User

acceptance testing - Additional web-

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

112

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

based training included - Go live

support - 2 weeks of Post Go Live

Support

261 NICE inContact

CXone

Performance

Management

Pro

Implementation

NIC191 Implementation and setup for

Performance Management Pro-Billed as a

one time (non-recurring) charge-

Implementation includes: -

Implementation manager who oversees

the project from start to finish -Business

requirements session and documentation

-Initial System Configuration -User

acceptance testing -Go live support -

2 weeks of Post Go Live Support

262 NICE inContact

CXone

Workforce

Optimization Pro

Implementation

NIC192 Implementation and setup of CXone

Workforce Optimization- Billed as a one

time (non-recurring) charge-

Implementation includes: -

Implementation manager who oversees

the project from start to finish - Business

requirements session and documentation

- Initial System Configuration - User

acceptance testing - Go live support

- 2 weeks of Post Go Live Support

263 NICE inContact

CXone Quality

Management

Pro with Voice

Recording

Implementation

NIC193 Implementation and setup of CXone

Quality Management and Audio

Recording- Billed as a one time (non-

recurring) charge- Implementation

includes: - Implementation manager

who oversees the project from start to

finish - Business requirements session

and documentation - Initial System

Configuration - User acceptance

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

113

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

testing - Go live support - 2 weeks of

Post Go Live Support

264 NICE inContact

CXone Screen

Recording Pro

Implementation

NIC194 Implementation and overview of CXone

Screen Recording- Billed as a one time

(non-recurring) charge- Implementation

includes: - Implementation manager

who oversees the project from start to

finish - Business requirements session -

Initial System Configuration -

Application Overview - User

acceptance testing - Go live support

- 2 weeks of Post Go Live Support

265 NICE inContact

CXone Audio

Recording Pro

Implementation

NIC195 Implementation and setup of CXone

Audio Recording- Billed as a one time

(non-recurring) charge- Implementation

includes: - Implementation manager

who oversees the project from start to

finish - Business requirements session

and documentation - Initial System

Configuration - Setup of call recording

based on business needs - Application

Overview - User acceptance testing -

Go live support - 2 weeks of Post Go

Live Support

266 NICE inContact

CXone Quality

Management

Analytics Pro

Implementation

NIC196 Implementation of Quality Management

Analytics Pro• Billed as a one time (non-

recurring) charge• Implementation

includes: • initial configuration • work

designing categorization tailored to the

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

114

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

customer’s specific Quality Management

concerns.

267 NICE inContact

CXone Quality

Management

Analytics Pro

Add-on

Implementation

NIC197 Implementation of Quality Management

Analytics for current QM Pro customers

who are upgrading from QM Pro to QMA

Pro.• Billed as a one time (non-recurring)

charge• Implementation includes: •

initial configuration • work designing

categorization tailored to the customer’s

specific Quality Management concerns.

268 NICE inContact

CXone Export

Report Activity

Detail

NIC198 Data export from the customer's contact

center solution. This export contains data

from the ACD detailing all the activities an

agent has performed during a user

defined period• Report Generation

Timeframe: Previous 7 days• Billed as a

one time (non-recurring) charge

269 NICE inContact

CXone Export

Report Activity

Summary

NIC199 Data export from the customer's contact

center solution. This export contains data

from the ACD summarizing all the

activities an agent has performed during

a user defined period• Report Generation

Timeframe: Previous 7 days• Billed as a

one time (non-recurring) charge

270 NICE inContact

CXone Export

Report

Adherence

Detail

NIC200 Data export from the customer's contact

center solution. This export contains a

comparison of both agent activity data

and schedule data to show an agent’s

adherence over a user defined period.•

Report Generation Timeframe: Previous 7

AT&T Corp.

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Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

days• Billed as a one time (non-recurring)

charge

271 NICE inContact

CXone Export

Report

Adherence

Summary

NIC201 Data export from the customer's contact

center solution. This export contains a

comparison of both agent activity data

and schedule data summarized to show

an agent’s adherence over a user

defined period.• Report Generation

Timeframe: Previous 7 days• Billed as a

one time (non-recurring) charge

272 NICE inContact

CXone Export

Report Agent

Bundle

NIC202 Billed as a one time (non-recurring)

charge• This Bundle includes the following

7 export reports: • Agent Activity Detail

• Agent Activity Summary • Adherence

Detail • Adherence Summary •

Schedule Detail • Schedule Summary

• Vacation Summary

273 NICE inContact

CXone Export

Report CT

Active Forecast

NIC203 Data export from the customer's contact

center solution. This export contains the

data for each CT with an Active

Forecast• Report Generation Timeframe:

30 days• Billed as a one time (non-

recurring) charge

274 NICE inContact

CXone Export

Report CT

Results

NIC204 Data export from the customer's contact

center solution. This export contains

actual results by CT, including actual

contacts received, actual contacts

abandoned, actual service levels and

more.• Report Generation Timeframe:

Previous 7 days• Billed as a one time

(non-recurring) charge

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

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Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

275 NICE inContact

CXone Export

Report CT Short-

term Forecast

NIC205 Data export from the customer's contact

center solution. This export contains the

data for each CT with a Short-Term

Forecast.• Report Generation Timeframe:

30 days• Billed as a one time (non-

recurring) charge

276 NICE inContact

CXone Export

Report CT/MU

Bundle

NIC206 Billed as a one time (non-recurring)

charge• This Bundle includes the following

5 export reports: • CT Results • MU

Results • CT Active Forecast • CT

Short Term Forecast • MU Forecast

277 NICE inContact

CXone Export

Report Full

Bundle

NIC207 Billed as a one time (non-recurring)

charge• This Bundle includes the following

12 export reports: • Agent Activity

Detail • Agent Activity Summary •

Adherence Detail • Adherence

Summary • Schedule Detail •

Schedule Summary • Vacation

Summary • CT Results • MU Results

• CT Active Forecast • CT Short Term

Forecast • MU Forecast

278 NICE inContact

CXone Export

Report MU

Forecast

NIC208 Data export from the customer's contact

center solution. This export contains the

forecast requirements and open schedule

data per MU.• Report Generation

Timeframe: Previous 7 days• Billed as a

one time (non-recurring) charge

279 NICE inContact

CXone Export

Report MU

Results

NIC209 Data export from the customer's contact

center solution. This export contains the

actual results by MU, including actual

contacts handled, actual requirements,

estimated staff, etc.• Report Generation

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

117

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Timeframe: Previous day• Billed as a one

time (non-recurring) charge

280 NICE inContact

CXone Export

Report Other

NIC210 Data export from the customer's contact

center solution. This export for "other" will

be determined with the Professional

Services team.• Billed as a one time (non-

recurring) charge

281 NICE inContact

CXone Export

Report Schedule

Detail

NIC211 Data export from the customer's contact

center solution. This export contains

schedule data detailing all scheduled

activities of agents over a user defined

period• Report Generation Timeframe:

Previous 7 days• Billed as a one time

(non-recurring) charge

282 NICE inContact

CXone Export

Report Schedule

Summary

NIC212 Data export from the customer's contact

center solution. This export contains

schedule data summarizing scheduled

activities of agents over a user defined

period.• Report Generation Timeframe:

Previous 7 days• Billed as a one time

(non-recurring) charge

283 NICE inContact

CXone Export

Report Vacation

Summary

NIC213 Data export from the customer's contact

center solution. This export contains the

data from the Agent Vacation Summary

or Agent Time Off Summary screen and

can be exported in either XML format or

text file format.• Report Generation

Timeframe: Previous 7 days• Billed as a

one time (non-recurring) charge

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

118

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

284 NICE inContact

Cobrowse for

CXone

Implementation

NIC214 Implementation services for account

configuration for Cobrowse ONLY.-Billed

as a one time (non-recurring) charge-

Implementation includes: -Includes

User Administration for up to 150 users -

Configuration of Standard “Enter Code”

field utilizing standard theme with some

small adjustments to image URLs, Headers,

Colors and Button Colors -Includes

remote train-the-trainer for agents. Up to

5 trainers to attend. -Implementation

performed by Vergic -Cannot be

used with inContact Chat

285 NICE inContact

Advanced &

Proactive Chat

for CXone With

Design

Implementation

NIC215 Implementation of Advanced Chat

and/or Proactive Chat with custom

design templates for banners, queues

and chat panels on website• Billed as a

one time (non-recurring) charge•

Implementation includes: • User

administration for up to 150 users •Up to

4 inContact skills/Vergic groups • Up to

4 case types and dispositions per group

• Up to 10 canned responses per group

• Up to 5 basic rules and 2 advanced

rules • Up to 2 custom OR 4 standard

banners • Up to 2 custom OR 4

standard queue/chat panels •

Includes pre-recorded training produced

by Vergic • Custom design of queue

and chat panels includes fonts, buttons

CSS, icons, banners and agent avatars

• Uses a standard theme with some small

adjustments to colors and images •

Includes delivery of design proposal

(JPGs) and 1-3 design rounds with

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

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119

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

customer • Implementation performed

by Vergic • Additional implementation

hours are required beyond the above

scope

286 NICE inContact

Advanced Chat

for CXone

Appointment

Scheduling

Implementation

NIC216 Setup and implementation of

Appointment Scheduling-Billed as a one

time (non-recurring) charge-

Implementation includes: -Creation of

one Calendar on the customer’s website.

-Implementation includes minor

modifications to the standard design (e.g.

color scheme), format, size and

positioning, and configuration of the rules

and conditions under which the calendar

will be displayed.

287 NICE inContact

Advanced Chat

for CXone Small

NIC217 Digital Engagement

StrategyConfiguration. Review of the web

analytics collected by the Vergic Engage

Platform, and recommendations to better

achieve customer business goals.-Billed as

a one-time (non-recurring) charge for up

to 10 sessions.

288 Agent for

Zendesk

Implementation

NIC221 A contact control interface that is

embedded directly into the Zendesk CRM

environment- Setup of the Frontline Agent

Console for Zendesk client to support

CRM screen-pops and call data

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

120

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

memorialization - Data-driven routing not

included- Billed as a one time (non-

recurring) charge

289 NICE inContact

Frontline

Services CXone

Zendesk Agent

Console-

Implementation

for Routing

NIC222 Implementation includes the following: - A

contact control interface that is

embedded directly into the Zendesk CRM

environment; - Setup of the Agent

Console for Zendesk client to support

CRM screen-pops and call data

memorialization; - Integration to Zendesk

to support data driven routing; - Work

Item Routing for Zendesk points of

contact; - Up to 3 database/web service

calls, LOOKUP/PUSH/UPDATE; -

Configuration of up to 5 work item skills; -

Requires Zendesk Talk Partner Edition

(Additional charge to be billed by

Zendesk); - Billed as one-time (non-

recurring)charge.

290 NICE inContact

Spice

Professional for

CXone

Implementation

NIC223 Setup and implementation of the Spice

Professional instance- Billed as a one time

(non-recurring) charge- Setup includes:

- Standard integration with inContact -

CTI/Screen Pop Enabled - Data

porting for Combined Reporting of

SpiceCSM case data and inContact

telephony data. - 24x7 email support

with SpiceCSM - 24x7 phone support

with SpiceCSM - System Architecture

and Guided Process - CRM Basic

Configuration - Instructor-led training on

the Administration, Process Editor, and

Supervisor/Agent Modules Can be used

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

121

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

for Guided Process Development,

Integrations, Custom Reporting, etc.

291 NICE inContact

Spice Enterprise

for CXone

Implementation

NIC224 Setup and implementation of the Spice

Enterprise instance- Billed as a one time

(non-recurring) charge- Setup includes:

- Standard integration with inContact -

CTI/Screen Pop Enabled - Data porting

for Combined Reporting of SpiceCSM

case data and inContact telephony

data. - 24x7 email support with

SpiceCSM - 24x7 phone support with

SpiceCSM - System Architecture and

Guided Process - CRM Basic

Configuration - Instructor-led training on

the Administration, Process Editor, and

Supervisor/Agent Modules Can be used

for Guided Process Development,

Integrations, Custom Reporting, etc.

292 NICE inContact

Spice for CXone

Automation

Suite

Implementation

(per BU)

NIC227 Setup and implementation of the Spice

Automation Suite -Billed as a one time

(non-recurring) charge -Implementation

includes: -Setup of the SpiceCSM

Automation Suite Platform -Training

documentation and video content

293 NICE inContact

Customer

Dynamics

Essentials

Integration for

CXone Team

Implementation

NIC230 Team implementation package for the

Essentials Integration- Billed as a one time

(non-recurring) charge- Implementation

includes: - Dedicated Project Lead -

Click 2 Call default Accounts, Contacts,

or Leads - Screen Pop default

Accounts, Contacts, or Leads - CRM

Multi-Entity search - 1 unique Screen

Pop workflow - Activity logging for

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

122

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

inbound and outbound calls - Chat

activity created

294 NICE inContact

Customer

Dynamics

Essentials

Integration for

CXone

Professional

Implementation

NIC231 Professional implementation package for

the Essentials Integration- Billed as a one

time (non-recurring) charge-

Implementation includes: - Dedicated

Project Lead and Assigned Developer -

Click 2 Call default Accounts, Contacts,

or Leads - 1 Custom Entity - Up to 5

Custom Fields - Screen Pop default

Accounts, Contacts, or Leads - CRM

Multi-Entity search - Up to 3 unique

Screen Pop workflows - Custom CRM

search - Activity logging for inbound

and outbound calls - Chat and Email

activity created

295 NICE inContact

Customer

Dynamics

Essentials

Integration for

CXone

Enterprise

Implementation

NIC232 Enterprise implementation package for

the Essentials Integration- Billed as a one

time (non-recurring) charge-

Implementation includes: - Dedicated

Project Lead, Assigned Developer, and

Assigned Project Manager - Click 2 Call

default Accounts, Contacts, or Leads

- Up to 3 Custom Entities - Up to 15

Custom Fields - Screen Pop default

Accounts, Contacts, or Leads - CRM

Multi-Entity search - Up to 5 unique

Screen Pop workflows - Custom CRM

search - Activity logging for inbound

and outbound calls - Chat, Email and

Work Item activity created

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

123

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

296 NICE inContact

Customer

Dynamics

Unified Service

Desk for CXone

Team

Implementation

NIC233 Team implementation package for

Unified Service Desk- Billed as a one time

(non-recurring) charge- Implementation

includes: - Dedicated Project Lead

and Assigned Developer - Click 2 Call

default Accounts, Contacts, or Leads -

Screen Pop default Accounts, Contacts,

or Leads - CRM Multi-Entity search - 1

unique Screen Pop workflow - Activity

logging for inbound and outbound calls

- Chat activity created - 1 Static Toolbar

URL - Session Overview and Agent

Scripts

297 NICE inContact

Customer

Dynamics

Unified Service

Desk for CXone

Professional

Implementation

NIC234 Professional implementation package for

Unified Service Desk- Billed as a one time

(non-recurring) charge- Implementation

includes: - Dedicated Project Lead,

Assigned Developer and Assigned Project

Manager - Click 2 Call default

Accounts, Contacts, or Leads - 1

Custom Entity - Up to 5 Custom Fields

- Screen Pop default Accounts, Contacts,

or Leads - CRM Multi-Entity search -

Up to 3 unique Screen Pop workflows -

Custom CRM search - Activity logging

for inbound and outbound calls - Chat

and Email activity created - Up to 3

Static Toolbar URLs - 1 Toolbar URL with

Dynamic Authentication - Session

Overview and Agent Scripts - Up to 5

Customized Agent Scripts

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

124

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

298 NICE inContact

Customer

Dynamics

Unified Service

Desk for CXone

Enterprise

Implementation

NIC235 Enterprise implementation package for

the Essentials Integration- Billed as a one

time (non-recurring) charge-

Implementation includes: - Dedicated

Project Lead, Assigned Developer and

Assigned Project Manager - Click 2 Call

default Accounts, Contacts, or Leads -

Up to 3 Custom Entities - Up to 15

Custom Fields - Screen Pop default

Accounts, Contacts, or Leads - CRM

Multi-Entity search - Up to 5 unique

Screen Pop workflows - Custom CRM

search - Activity logging for inbound

and outbound calls - Chat, Email and

Work Item activity created - Up to 5

Static Toolbar URLs - Up to 3 Toolbar

URLs with Dynamic Authentication -

Session Overview and Agent Scripts -

Up to 20 Customized Agent Scripts

299 NICE inContact

Customer

Dynamics Dialer

Integration for

CXone Team

Implementation

NIC236 Team implementation package for Dialer

Integration- Billed as a one time (non-

recurring) charge- Implementation

includes: - Dedicated Project Lead -

Record Management - List

Management - Campaign

Management - Activity Logging

300 NICE inContact

Customer

Dynamics Dialer

Integration for

CXone

Professional

Implementation

NIC237 Professional implementation package for

Dialer Integration- Billed as a one time

(non-recurring) charge- Implementation

includes: - Dedicated Project Lead and

Assigned Developer - Record

Management - List Management -

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

125

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Campaign Management - Activity

Logging

301 NICE inContact

Customer

Dynamics Dialer

Integration for

CXone

Enterprise

Implementation

NIC238 Enterprise implementation package for

Dialer Integration- Billed as a one time

(non-recurring) charge- Implementation

includes: - Dedicated Project Lead,

Assigned Developer and Assigned Project

Manager - Record Management - List

Management - Campaign

Management - Activity Logging

302 NICE inContact

Customer

Dynamics

Unified Service

Desk for CXone

Training

NIC239 Three (3) days onsite training at Customer

Dynamics- Billed as a one time (non-

recurring) charge- Implementation

includes: - Administration, Move, Add &

Change Training - Up to 3 people per

company per 3 day visit

303 NICE inContact

Inbenta

Chatbot for

CXone

Implementation

NIC243 Setup and implementation for Inbenta

Chatbot• Billed as a one time (non-

recurring) charge• Implementation

includes: • inContact Connector &

Seamless Escalation • 3D Avatar from

library • Up to 1 SDK Instance settings

configuration • Up to 1 SDK Instance

styling (CSS) • Up to 8 hours of Linguistic

Support • Up to 4 hours of Bot Master

Training

304 NICE inContact

Inbenta Search

for CXone

Implementation

NIC244 Setup and implementation for Inbenta

Search• Billed as a one time (non-

recurring) charge• Implementation

includes: • Up to 1 source for Content

Digest Configuration • Up to 1 SDK

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

126

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Instance settings configuration • Up to

1 SDK Instance styling (CSS) • Up to 8

hours of Linguistic Support • Up to 4

hours of Bot Master Training

305 NICE inContact

Inbenta

Knowledge Mgt

for CXone

Implementation

NIC245 Setup and implementation for Inbenta

Knowledge Mgt• Billed as a one time

(non-recurring) charge• Implementation

includes: • Up to 1 source for Import

Knowledgebase • Up to 1 SDK Instance

settings configuration • Up to 1 SDK

Instance styling (CSS) • Up to 8 hours of

Linguistic Support • Up to 4 hours of Bot

Master Training

306 NICE inContact

Inbenta for

CXone

Implementation

(Up to 20,000)

NIC246 Implementation for Chatbot, Search,

and/or Knowledge Mgt when 20,000

sessions or less per month is required.•

Billed as a one time (non-recurring)

charge• Implementation quantity is

determined by # of products selected

between Chatbot, Search, and

Knowledge Mgt (max of 3)•

Implementation includes: • Chatbot, if

applicable: • inContact Connector

& Seamless Escalation • 3D Avatar

from library • Up to 1 SDK Instance

settings configuration • Up to 1 SDK

Instance styling (CSS) • Up to 8 hours

of Linguistic Support • Up to 4 hours

of Bot Master Training • Search, if

applicable • Up to 1 source for

Content Digest Configuration • Up

to 1 SDK Instance settings configuration

• Up to 1 SDK Instance styling (CSS)

• Up to 8 hours of Linguistic Support

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

127

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

• Up to 4 hours of Bot Master Training •

Knowledge Mgt, if applicable: • Up

to 1 source for Import Knowledgebase

• Up to 1 SDK Instance settings

configuration • Up to 1 SDK Instance

styling (CSS) • Up to 8 hours of

Linguistic Support • Up to 4 hours of

Bot Master Training

307 NICE inContact

RiverStar for

CXone

QueView Email

Implementation

NIC247 Setup and implementation of the

RiverStar QueView Email Pull Application-

Billed as a one time (non-recurring)

charge-Implementation includes setup

and configuration of customer on the

RiverStar QueView server.

308 NICE inContact

RiverStar for

CXone

QueView Email

Training

NIC249 Admin training of the RiverStar QueView

Email Pull Application-Billed as a one time

(non-recurring) charge-Training includes:

Length: Half day remote training User

guides for agent and supervisor Video

training for agent, supervisor and

administrator Training on how to insert the

required snippet of inContact Studio

code into each of the client’s inContact

Studio email scripts

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

128

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

309 NICE inContact

Lightico for

CXone

Implementation

(300-1250

sessions)

NIC251 Setup and implementation of Lightico for

up to 1,250 sessions-Billed as a one time

(non-recurring) charge-Implementation

includes: -Kick-off meeting to capture

Lightico use cases -Setup a customer

account/profile on the Lightico SaaS

platform -Configuration of the users,

forms and workflows according to the use

cases -Integrations to NiceIncontact

tool-bar/CRM/Open API (if needed) -

User on-boarding & training -Launch &

Optimization

310 NICE inContact

Lightico for

CXone

Implementation

(1251-2400

sessions)

NIC252 Setup and implementation of Lightico for

up to 2,400 sessions-Billed as a one time

(non-recurring) charge-Implementation

includes: -Kick-off meeting to capture

Lightico use cases -Setup a customer

account/profile on the Lightico SaaS

platform -Configuration of the users,

forms and workflows according to the use

cases -Integrations to NiceIncontact

tool-bar/CRM/Open API (if needed) -

Admin & User on-boarding & training -

Launch & Optimization

311 NICE inContact

Lightico for

CXone

Implementation

(2401-3300

sessions)

NIC253 Setup and implementation of Lightico for

up to 3,300 sessions-Billed as a one time

(non-recurring) charge-Implementation

includes: -Kick-off meeting to capture

Lightico use cases -Setup a customer

account/profile on the Lightico SaaS

platform -Configuration of the users,

forms and workflows according to the use

cases -Integrations to NiceIncontact

tool-bar/CRM/Open API (if needed) -

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

129

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Admin & User on-boarding & training -

Launch & Optimization

312 NICE inContact

Lightico for

CXone

Implementation

(3301-25000

sessions)

NIC254 Setup and implementation of Lightico for

up to 25,000 sessions-Billed as a one time

(non-recurring) charge-Implementation

includes: -Kick-off meeting to capture

Lightico use cases -Setup a customer

account/profile on the Lightico SaaS

platform -Configuration of the users,

forms and workflows according to the use

cases -Integrations to NiceIncontact

tool-bar/CRM/Open API (if needed) -

Admin & User on-boarding & training -

Launch & Optimization

313 NICE inContact

Textel - Short

Code Set Up

Fee

NIC256 Set up and implementation for Textel

Short Code-Billed as a one time (non-

recurring) charge-Implementation

includes: -Porting of existing or set up of

new Short Code-Set up of agent

inbound/outbound SMS into MAX-Set up

of Textel into the Personal Connection

Dialer (optional)

314 NICE inContact

Textel -

Implementation

(50,000

Messages and

Up)

NIC257 Set up and implementation for Textel Toll

Free/Long Code-Billed as a one time

(non-recurring) charge-Implementation

includes:-Text-Enabling contact center Toll

Free/Long code numbers-Set up of agent

inbound/outbound SMS/MMS into MAX-

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

130

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Set up of Textel into the Personal

Connection Dialer (optional)

315 NICE inContact

Textel -

Implementation

(up to 25,000

Messages)

NIC258 Set up and implementation for Textel Toll

Free/Long Code-Billed as a one time

(non-recurring) charge-Implementation

includes: -Text-Enabling contact center

Toll Free/Long code numbers-Set up of

agent inbound/outbound SMS/MMS into

MAX-Set up of Textel into the Personal

Connection Dialer (optional)

316 NICE inContact

CallVU

Advanced

Analytics

Implementation

NIC260 Setup of web services (in cloud

implementation) for data view of CallVU’s

Analytics. Availability of this data over

CallVU’s Analytics web service. Metrics

and data presented as designed by the

client per that specific implementation.

317 NICE inContact

Cxone Inbound

SMS Application

Fee

NIC261 NICE inContact Cxone Inbound SMS

Application Fee

318 NICE inContact

Cxone

Outbound SMS

Application

NIC262 NICE inContact Cxone Outbound SMS

Application

319 NICE inContact

Cxone SMS Short

Code - SETUP

NIC263 NICE inContact Cxone SMS Short Code -

SETUP

320 NICE inContact

Cxone SMS Long

Code - SETUP

NIC264 NICE inContact Cxone SMS Long Code -

SETUP

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

131

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

321 NICE inContact

CXone Preview

Instance

Monthly

NIC268 Access to a separate Preview instance to

preview new release functionality - Billed

monthly per the contracted rate- Key

product features & components: -

Access to separate beta instance -

Monthly Database support and

maintenance

322 NICE inContact

CXone Preview

Instance

Creation

NIC269 Creation of Preview instance and

provisioning of Admin access- Billed as a

one time (non-recurring) charge-

Implementation includes: - 5 users and

5 ports at no charge - Up to 5 GB

Storage at no charge. Customer will be

responsible for all storage costs

exceeding 5GB per the contracted rate.

- 1 Test Toll Free number (standard

telecom rates apply at contracted rate).

- Provisioning of Admin profiles

27.2.3 Automatic Call Distributor (ACD)

The Contractor shall provide a network call queue (a single queue or multiple

queues according to Customer needs) to manage the intelligent routing and

distribution of contacts from all of the Contractor's offered multimedia

channels such as voice, email, and a Customer website.

The intelligent routing and distribution of contacts shall be determined

according to the real time operating status of the Customer’s contact center

and their specified business rules.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.3.1 Contact Center Interoperability

The ACD shall interoperate with all of the Customer’s Contact Center

communication channels such as their Internet website, email, and voice.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

132

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.3.2 Queue Status

The ACD shall provide the caller the queue status including the callers

estimated wait time in queue when a queue threshold exceeds a

Customer specified threshold. This shall include an option for announcing

the callers expected wait time prior to entering the queue. The Contractor

shall provide Customers with the ability to change recorded

announcements.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.3.3 Music on Hold

The ACD shall provide music on hold (or recordings) to the originating

caller. The music on hold source can be Contractor or Customer provided

according to Customer needs.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.3.4 Service Observation – Voice

The Contractor shall provide ACD service observation with the following

capabilities:

1. Service observation shall provide Customer authorized personnel

the ability to monitor the ACD agents and agent groups for call

quality;

Bidder understands the Requirement and shall meet or exceed it? Yes

2. Service observation shall provide options for silent monitoring and

three-way audio conferencing;

Bidder understands the Requirement and shall meet or exceed it? Yes

3. Service observation shall be made available for monitoring both

local and remote agents and support local and remote observers

for agents and observers who are connected to the platform via

private connection;

Bidder understands the Requirement and shall meet or exceed it? Yes

4. Service observation shall be secure and available only to Customer

designated individuals; and,

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Bidder understands the Requirement and shall meet or exceed it? Yes

5. Service observation shall integrate with the preview and predictive

dialers described in Sections 27.2.2.7 and 27.2.2.8.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.3.5 ACD System Administrator Functionality

The ACD shall provide the Customer with the ability to manage its specific

network queue, call routing algorithms, contact center agent profiles and

reports. The ACD shall enable Customer designated individuals to perform

both real time and scheduled changes. The Contractor shall provide an

ACD management system with the following minimum system administrator

functions:

1. An audit trail and change log history;

Bidder understands the Requirement and shall meet or exceed it? Yes

2. Authentication with password protection for authorized

administrators;

Bidder understands the Requirement and shall meet or exceed it? Yes

3. Ability to perform scheduled and real time changes;

Bidder understands the Requirement and shall meet or exceed it? Yes

4. Ability to view the Customer Contact Center solution configuration;

and,

Bidder understands the Requirement and shall meet or exceed it? Yes

5. Ability to manage and upload greetings and prompts.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.3.6 Customer ACD Monitoring and Reporting Requirements

The ACD shall provide historical reports and real time statistics of all the

communication channel activity and performance within the contact

center across a single site, multiple sites (if applicable) and enterprise wide

at a given time. This shall include, but is not limited to, reporting on the

queue, agent/skill levels, and agent groups. Both detailed and summarized

reports shall be provided. Reporting archive data shall be available for a

minimum of one year. The ACD shall provide remote access electronic

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exporting of reporting data, in standard file format (e.g. CSV) to Customer

applications (i.e. spreadsheets, databases).

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.3.6.1 Customer Historical Reporting

The ACD shall provide half hourly, hourly, daily, weekly, monthly,

quarterly, annual (Fiscal Year or Calendar Year according to Customer

needs) and ad hoc historical reports. This shall include an annual report

with monthly summaries and totals for all categories of ACD

management information for all data elements that can be totaled. The

reports shall be available on demand or on a scheduled basis.

The Contractor shall provide ACD historical reports that include:

1. Agent Availability – this includes the identification of agents and the

length of time signed into ACD queues;

Bidder understands the Requirement and shall meet or exceed it? Yes

2. Agent Availability Summary – this includes the identification of

agents, number of calls handled by an agent, the total time for

handling calls, average time spent on a call, the maximum time

spent on a call and the minimum time spent on a call;

Bidder understands the Requirement and shall meet or exceed it? Yes

3. All Queue Activity – this includes the number of calls offered to an

ACD queue, how many of the offered calls were answered and

how many of the offered calls were abandoned by the caller;

Bidder understands the Requirement and shall meet or exceed it? Yes

4. Handled Calls in Queue – this includes the number of calls handled

by a queue, the average caller wait time before call was answered

and the maximum time callers waited for their call to be answered;

Bidder understands the Requirement and shall meet or exceed it? Yes

5. Abandoned Call Summary – this includes the number of calls

abandoned when unanswered by a queue, the average wait time

for a call to be abandoned and the longest time a caller waited

before abandoning the call;

Bidder understands the Requirement and shall meet or exceed it? Yes

6. Abandoned Calls – this includes the time a call was offered to a

queue and the duration of the call before it was abandoned;

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Bidder understands the Requirement and shall meet or exceed it? Yes

7. Agent Call Details – this includes the calls that an agent has

handled, the identification of the agent, the queues the agent was

logged into, the start/end times of the call handled by the agent

and the details of the caller;

Bidder understands the Requirement and shall meet or exceed it? Yes

8. Agent Group Activity – this includes report details by agent group;

and,

Bidder understands the Requirement and shall meet or exceed it? Yes

9. Dialed Number Activity – this includes report details by the primary

listed directory number dialed by the caller.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.3.6.2 Real Time Monitoring and Reporting

The ACD shall provide the Customer with access to graphical, real time

reporting of agent, call and queue statistics in addition to agent status.

The real time reporting shall monitor performance and identify all

interactions (voice, email, FAX and web) by contact channel. The

reports shall include summaries and totals (where applicable).

The Contractor shall provide agent statistics that include:

1. Identification of agent;

2. The status of the agent; and,

3. The total time the agent has had that status.

Bidder understands the Requirement and shall meet or exceed it? Yes

The Contractor shall provide call statistics that include:

1. Identification of caller;

2. Identification of agent handling the call;

3. The queue to which the call was assigned;

4. The status of the call;

5. The wait time of the call; and,

6. The time agent has handled the call.

Bidder understands the Requirement and shall meet or exceed it? Yes

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The Contractor shall provide queue statistics that include:

1. The total number of agents logged into a queue;

2. The total number of idle agents in the queue;

3. The total number of agents not available to take a call;

4. The total number of calls in the queue; and,

5. The average wait time of callers in the queue.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.3.7 ACD Packages

27.2.3.7.1 ACD Basic Agent Package

The Contractor shall provide a Basic Agent Package that shall be

provisioned on a concurrent agent basis and includes the following

features:

1. Agent Inbound Line - Receives calls from the contact center Listed

Directory Numbers (LDNs);

Bidder understands the Requirement and shall meet or exceed it? Yes

2. Agent Status – Allows the agent to activate/deactivate the position

including ready, wrap up, log off;

Bidder understands the Requirement and shall meet or exceed it? Yes

3. Multiple Queue Options - Agent can simultaneously log in to a

specified or unlimited number of queues;

Bidder understands the Requirement and shall meet or exceed it? Yes

4. Remote Agent– Ability to route calls to telephone numbers outside

the contact center;

Bidder understands the Requirement and shall meet or exceed it? Yes

5. Position ID - Agent Position ID identifies a specific agent;

Bidder understands the Requirement and shall meet or exceed it? Yes

6. Call Present - Agent answers contact center calls without pressing a

key;

Bidder understands the Requirement and shall meet or exceed it? Yes

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7. Incoming Call Queue - Incoming calls wait/queue when all agents

busy; the call is directed to the first available agent;

Bidder understands the Requirement and shall meet or exceed it? Yes

8. Agent Priority Call Transfer - Allows an agent to conference/transfer

incoming contact center call to another agent’s line;

Bidder understands the Requirement and shall meet or exceed it? Yes

9. Emergency Alert - Gives agent ability to immediately conference a

supervisor or recorder to a call; and,

Bidder understands the Requirement and shall meet or exceed it? Yes

10. Call Source Identification – Displays calling number on agent

Equipment.

Bidder understands the Requirement and shall meet or exceed it? Yes

The Contractor's ACD Basic Agent Package shall include the following

features and functions:

1. Abandon Call Clearing - Removes calls from the contact center

queue when the caller abandons while waiting in queue or after

the call is presented to the agent.

Bidder understands the Requirement and shall meet or exceed it? Yes

2. Automatic Overflow - Allows Customer to specify where new

incoming calls overflow.

Bidder understands the Requirement and shall meet or exceed it? Yes

3. Call Priority - Customer assigns priority levels to the primary Listed

Directory Number (LDN) and supplementary LDNs.

Bidder understands the Requirement and shall meet or exceed it? Yes

4. Night Service - Activated for entire contact center when all agent

positions logoff. Automatically forwards incoming calls.

Bidder understands the Requirement and shall meet or exceed it? Yes

5. Overflow Scan - Scans up to four other contact centers for an

available agent and occurs when queuing thresholds are reached

but before Automatic Overflow is applied.

Bidder understands the Requirement and shall meet or exceed it? Yes

6. Ring Threshold - Reroutes call when agent does not answer after a

predetermined amount of time.

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Bidder understands the Requirement and shall meet or exceed it? Yes

7. Call/Delay Forced Announce - Provides recorded

announcements(s) to callers when all agents are busy or the

contact center is in Night Service Mode.

Bidder understands the Requirement and shall meet or exceed it? Yes

8. Queue Status - Indication when queue thresholds are exceeded.

Separate from telephone sets, this data will be provided to a wall

mounted display or a workstation.

Bidder understands the Requirement and shall meet or exceed it? Yes

9. Agent Queue Status Display - Provides agents status of call queue.

Shows either number of calls in queue, or amount of time oldest call

has been queue.

Bidder understands the Requirement and shall meet or exceed it? Yes

10. Called Number Display - Displays the dialed contact center

directory number on agent Equipment.

Bidder understands the Requirement and shall meet or exceed it? Yes

11. Call Tracking - Allows agents to indicate type of call being

processed by pressing tracking key and entering a code (“account

code”).

Bidder understands the Requirement and shall meet or exceed it? Yes

12. Controlled Access to PSTN/Switched Network - Outbound dialing

permission from total restriction to unrestricted access to the public

network.

Bidder understands the Requirement and shall meet or exceed it? Yes

13. Supervised Call Center Transfer- Off Net - Allows an agent to transfer

a call to any 10 digit phone number not serviced by the Contact

Center, to remain on the line after the transfer until the agent

disconnects, and for the caller to remain connected with the

transferred party after the agent disconnects.

Bidder understands the Requirement and shall meet or exceed it? Yes

Bidders shall provide the ACD Basic Agent Package described in Table

27.2.3.7.1.a

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Table 27.2.3.7.1.a – ACD Basic Agent Package Features

Line

Item

Feature

Name Feature Description

Bidder’s Product

Description,

Restrictions and

Limitations

Bidder’s

Product

Identifier

Bidder

Meets or

Exceeds?

Yes or No.

1 Basic Agent

Package -

Agent

Basic Agent

Software package

as described.

ACCC100 Yes

The Contractor may offer additional Unsolicited ACD agent package

features in Table 27.2.3.7.1.b.

Table 27.2.3.7.1.b – Unsolicited ACD Agent Package Features

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

1 AT&T CCC

100%

Recording

ACCC114 AT&T CCC 100% Recording

2 AT&T CCC

Additional

Inbound

Lines

ACCC115 AT&T CCC Additional Inbound Lines

3 AT&T CCC

Additional

Outbound

Lines

ACCC116 AT&T CCC Additional Outbound Lines

4 AT&T CCC

Additional

Recording

Ports MRC

ACCC117 AT&T CCC Additional Recording Ports MRC

5 AT&T CCC

Agent

Desktop Plus

Option

ACCC118 AT&T CCC Agent Desktop Plus Option

6 AT&T CCC

Autodialer

Implementati

on Package

ACCC120 AT&T CCC Autodialer Implementation

Package

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Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

7 AT&T CCC

Autodialer

Package

ACCC121 AT&T CCC Autodialer Package

8 AT&T CCC

Chat

Implementati

on -

Advanced

ACCC123 AT&T CCC Chat Implementation -

Advanced

9 AT&T CCC

Connector -

Desk.com

ACCC124 AT&T CCC Connector - Desk.com

10 AT&T CCC

Connector -

Microsoft

Dynamics

ACCC125 AT&T CCC Connector - Microsoft Dynamics

11 AT&T CCC

Connector -

NetSuite

ACCC126 AT&T CCC Connector - NetSuite

12 AT&T CCC

Connector -

RightNow

ACCC127 AT&T CCC Connector - RightNow

13 AT&T CCC

Connector -

Salesforce

List Sync Plus

ACCC128 AT&T CCC Connector - Salesforce List Sync

Plus

14 AT&T CCC

Connector -

Velocify

ACCC129 AT&T CCC Connector - Velocify

15 AT&T CCC

Connector -

Web Based

CRM

ACCC130 AT&T CCC Connector - Web Based CRM

16 AT&T CCC

Connector -

Zoho CRM

ACCC131 AT&T CCC Connector - Zoho CRM

17 AT&T CCC

Digital

Outreach

ACCC132 AT&T CCC Digital Outreach

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Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

18 AT&T CCC

Implementati

on -

Advanced

ACCC135 AT&T CCC Email Implementation -

Advanced

19 AT&T CCC

UC Adapter -

Skype for

Business

ACCC140 AT&T CCC UC Adapter - Skype for Business

20 AT&T CCC

Integration -

Desk.com

ACCC143 AT&T CCC Integration - Desk.com

21 AT&T CCC

Integration -

LeadsMailBox

ACCC144 AT&T CCC Integration - LeadsMailBox

22 AT&T CCC

Integration -

Netsuite

ACCC145 AT&T CCC Integration - Netsuite

23 AT&T CCC

Integration -

Oracle

ServiceCloud

ACCC146 AT&T CCC Integration - Oracle

ServiceCloud

24 AT&T CCC

Integration -

Salesforce

ACCC147 AT&T CCC Integration - Salesforce

25 AT&T CCC

Integration -

ServiceNow

ACCC148 AT&T CCC Integration - ServiceNow

26 AT&T CCC

Integration -

Skype for

Business

ACCC149 AT&T CCC Integration - Skype for Business

27 AT&T CCC

Integration -

Velocify

ACCC150 AT&T CCC Integration - Velocify

28 AT&T CCC

Integration -

ACCC151 AT&T CCC Integration - Web Based CRM

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Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Web Based

CRM

29 AT&T CCC

Integration -

Zendesk

ACCC152 AT&T CCC Integration - Zendesk

30 AT&T CCC

Integration -

Zoho CRM

ACCC153 AT&T CCC Integration - Zoho CRM

31 AT&T CCC

IVR Lines

ACCC154 AT&T CCC IVR Lines

32 AT&T CCC

Microsoft

Dynamics

Integration

Implementati

ACCC155 AT&T CCC Microsoft Dynamics Integration

Implementation

33 AT&T CCC

Plus Adapter

Domain Fee

for

ServiceNow

ACCC156 AT&T CCC Plus Adapter Domain Fee for

ServiceNow

34 AT&T CCC

Plus Adapter

for Agent

Desktop

Toolkit

ACCC157 AT&T CCC Plus Adapter for Agent Desktop

Toolkit

35 AT&T CCC

Plus Adapter

for Microsoft

Dynamics

CRM

ACCC158 AT&T CCC Plus Adapter for Microsoft

Dynamics CRM

36 AT&T CCC

Plus Adapter

for NetSuite

ACCC159 AT&T CCC Plus Adapter for NetSuite

37 AT&T CCC

Plus Adapter

for Oracle

ACCC160 AT&T CCC Plus Adapter for Oracle

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Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

38 AT&T CCC

Plus Adapter

for Salesforce

ACCC161 AT&T CCC Plus Adapter for Salesforce

39 AT&T CCC

Plus Adapter

for Zendesk

ACCC162 AT&T CCC Plus Adapter for Zendesk

40 AT&T CCC

Preview

Manual

Domain

ACCC163 AT&T CCC Preview Manual Domain

41 AT&T CCC

Preview

Manual Only

Domain

Activation

ACCC164 AT&T CCC Preview Manual Only Domain

Activation

42 AT&T CCC

Proactive

Notifications

ACCC165 AT&T CCC Proactive Notifications

43 AT&T CCC

Recording

Ports

ACCC166 AT&T CCC Recording Ports

44 AT&T CCC

Salesforce

Adapter

ACCC167 AT&T CCC Salesforce Adapter

45 AT&T CCC

Salesforce

List Sync Plus

Implementati

ACCC168 AT&T CCC Salesforce List Sync Plus

Implementation

46 AT&T CCC

Social

Engagement

(Domain)

ACCC169 AT&T CCC Social Engagement (Domain)

47 AT&T CCC

Social

Engagement

(Per Agent)

ACCC170 AT&T CCC Social Engagement (Per Agent)

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Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

48 AT&T CCC

Social

Implementati

on Enterprise

ACCC171 AT&T CCC Social Implementation Enterprise

49 AT&T CCC

Social

Implementati

on SMB

ACCC172 AT&T CCC Social Implementation SMB

50 AT&T CCC

Supervisor

App for iPad

ACCC173 AT&T CCC Supervisor App for iPad

51 AT&T CCC

Call Log

Storage - 12

Months

ACCC178 AT&T CCC Call Log Storage - 12 Months

52 AT&T CCC

Call Log

Storage - 13

Months

ACCC179 AT&T CCC Call Log Storage - 13 Months

53 AT&T CCC

Call Log

Storage - 24

Months

ACCC180 AT&T CCC Call Log Storage - 24 Months

54 AT&T CCC

Call Log

Storage - 3

Months

ACCC181 AT&T CCC Call Log Storage - 3 Months

55 AT&T CCC

Call Log

Storage - 4

Months

ACCC182 AT&T CCC Call Log Storage - 4 Months

56 AT&T CCC

Call Log

Storage - 5

Months

ACCC183 AT&T CCC Call Log Storage - 5 Months

57 AT&T CCC

Call Log

ACCC184 AT&T CCC Call Log Storage - 6 Months

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Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Storage - 6

Months

58 AT&T CCC

Call

Recording -

Encrypted

Storage

ACCC185 AT&T CCC Call Recording - Encrypted

Storage

59 AT&T CCC

Call

Recording

Encrypted

Storage

Activation

ACCC186 AT&T CCC Call Recording Encrypted

Storage Activation

60 AT&T CCC

Recording

Storage - 12

Months

ACCC187 AT&T CCC Recording Storage - 12 Months

61 AT&T CCC

Recording

Storage - 13

Months

ACCC188 AT&T CCC Recording Storage - 13 Months

62 AT&T CCC

Recording

Storage - 24

Months

ACCC189 AT&T CCC Recording Storage - 24 Months

63 AT&T CCC

Recording

Storage - 2

Months

ACCC190 AT&T CCC Recording Storage - 2 Months

64 AT&T CCC

Recording

Storage - 3

Months

ACCC191 AT&T CCC Recording Storage - 3 Months

65 AT&T CCC

Recording

Storage - 4

Months

ACCC192 AT&T CCC Recording Storage - 4 Months

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Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

66 AT&T CCC

Recording

Storage - 5

Months

ACCC193 AT&T CCC Recording Storage - 5 Months

67 AT&T CCC

Recording

Storage - 6

Months

ACCC194 AT&T CCC Recording Storage - 6 Months

68 AT&T CCC

Video

Engagement

- Recording

ACCC197 AT&T CCC Video Engagement - Recording

69 AT&T CCC

Video

Engagement

Seat

ACCC198 AT&T CCC Video Engagement Seat

70 AT&T CCC

Video

Engagement

Service

ACCC199 AT&T CCC Video Engagement Service

71 AT&T CCC

Video

Engagement

- SMS

Number

ACCC200 AT&T CCC Video Engagement - SMS

Number

72 AT&T CCC

Visual

Customer

Feedback

ACCC201 AT&T CCC Visual Customer Feedback

73 AT&T CCC

Visual

Customer

Feedback

Implementati

ACCC203 AT&T CCC Visual Customer Feedback

Implementation

74 AT&T CCC

Visual

Customer

ACCC204 AT&T CCC Visual Customer Feedback -

Session Fee

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Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Feedback -

Session Fee

75 AT&T CCC

Visual IVR

Basic

Application

Fee

ACCC206 AT&T CCC Visual IVR Basic Application Fee

76 AT&T CCC

Visual IVR

Implementati

ACCC207 AT&T CCC Visual IVR Implementation

77 AT&T CCC

Visual IVR

Premium

Application

Fee

ACCC209 AT&T CCC Visual IVR Premium Application

Fee

78 AT&T CCC

WhenDu

Developmen

t Services

ACCC210 AT&T CCC WhenDu Development Services

79 AVAYA

Contact

Center

Agent

Packages

and Features

Multiple (See

Below ID's)

80 Avaya Basic

Voice CC

Agent

Package

AVCC21 The Basic Voice CC Bundle provides a

complete CC stack of ‘the 3 R’s of CC:

Routing, Reporting and Recording’. This

package includes the agent desktop

environment along with routing, reporting,

Compliance Recording (CR), IVR

application execution environment and

Context Store. The package also includes

a UC station license to enable shared

Control of a separately purchased Avaya

IP Phone.

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Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

81 Avaya Basic

Omni-

Channel CC

Agent

Package

AVCC22 The Basic Omni-channel CC Agent

Package partially builds on top of the Basic

Voice CC Agent Package with the addition

of the following capabilities: Screen

Capture (SC) and Call Back Assist and the

following digital channels: email, chat and

co-browse. The agent desktop in the

previous bundle is replaced with the

different desktop. Business Rules Engine is

also entitled in this bundle which can be

used for sophisticated CC routing

interactions. This package is for a set of

agents which are processing both voice as

well as one or more of the bundled in

digital channels enabling an “Omni”

experience of single routing logic, single

reporting and full Customer journey.

82 Avaya

Advanced

Omni-

Channel CC

Agent

Package

AVCC23 The Advanced Omni-channel CC Agent

Package builds on top of the Basic Omni-

Channel CC Agent Package and adds the

following capabilities: Quality Monitoring

(QM) and Outbound Marketing and the

following digital channels: Generic and

SMS. This bundle is for a set of agents which

are processing both inbound and

outbound voice as well as inbound and

outbound digital channels.

83 Avaya Basic

digital Only

Bundle

AVCC24 Basic Digital Only Bundle offers the

following digital channels: Chat; Ingress

point for web chat interactions from

mobile/web apps; Anchor chat

conversations in virtual chatrooms and

signal the workflow to start treatment; Co-

Browse; Provides web collaboration

between 2 users to enable a Customer and

agent jointly browse web pages and

complete web forms. Email; Manages the

sending and retrieval of emails from Email

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Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Server and perform initial keyword

classification.

84 Avaya

Advanced

Digital Only

Bundle

AVCC25 In the Advanced Digital Only Bundle, the

following additional digital channels are

available: Generic; A mechanism for

external applications to insert a custom

channel into omni-channel Business Process

workflow. This capability can be

leveraged by external applications for use

cases like handling IoT events, or Customer

integration with another work generating

system. Currently, integration with only one

generic channel is supported. However,

Customers can distinguish between

disparate sets of Generic contacts via

different attributes/route points. SMS; SMS

channel to send and receive inbound and

outbound SMS. SMS Connector Snap-in

facilitates send and receive SMS via SMS

gateway. Note: only authenticated and

authorized clients allowed consume API

exposed by SMS Connector Snap-in.

85 Nice

InContact

Contact

Center

Agent

Packages

and Features

Multiple (See

Below ID's)

86 NICE

inContact

CXone ACD

/ IVR

NIC270 Includes: 1 User License - Configured Users

are billed based on the highest number of

active users set up on the platform at any

one time during the month. This includes

Admin users.-1 Universal Port (included) –

Used for IVR-Call Monitoring-Virtual queue-

Agent Scripting-Text to Speech-Call

conferencing (long distance charges

apply)-Monitor, Coach, and Barge

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Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

functionalityAdditional features and

services included with this contract:-1 GB of

storage per BU for recordings, prompts,

scripts, messages, and files. Additional

charges may apply for more storage-If Call

Recording per User is selected, customer

will get 1 GB of storage per seat-Contact

Center all-inclusive reporting-IVR

programming toolset-Capability for CTI and

Connectivity (Standard, Encrypted, VPN,

FTP, SFTP, Web Service, and HTML

Connector)-24 x 7 Network Operations

Center monitoring-Redundant servers in

Software as a Service model-Standard

technical support-Product maintenance

and enhancement releases-inContact

University with the latest eLearning product

courses-Online documentation and

helpPurchase of implementation package

required

87 NICE

inContact

CXone ACD

/ IVR

NIC271 Includes: 1 User License - billed based on

the highest number of users logged into the

platform at any one time during the month-

1 Universal Port (included) – Used for IVR-

Call Monitoring- Virtual Hold- Agent

Scripting- Text to Speech- Call

conferencing (additional long distance

charges may apply)- Monitor, Coach, and

Barge functionalityAdditional features and

services included: - 1 GB of storage per

BU for recordings, prompts, scripts,

messages, and files. Additional charges

may apply for more storage - If Call

Recording is selected, customer will get 1

GB of storage per seat - Contact Center

all-inclusive reporting - IVR programming

toolset - Capability for CTI and

Connectivity (Standard, Encrypted, VPN,

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

151

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

FTP, SFTP, Web Service, and HTML

Connector) - 24 x 7 Network Operations

Center monitoring - Redundant servers in

Software as a Service model - Standard

technical support - Product

maintenance and enhancement releases

- inContact University with the latest

eLearning product courses - Online

documentation and helpPurchase of

implementation package required

88 NICE

inContact

CXone ACD

Call

Recording

NIC272 This adds audio only recording product for

voice calls through inContact's platform for

each Configured user. Includes one (1) GB

of storage included per user.- Configured

Users are billed based on the highest

number of active users set up on the

platform at any one time during the month.

This includes Admin users.

89 NICE

inContact

CXone ACD

Call

Recording

NIC273 This adds audio only recording product for

voice calls through inContact's platform for

each Concurrent user. Includes one (1) GB

of storage included per user.- Concurrrent

Users are billed based on the highest

number of users logged into the platform at

any one time during the month.

90 NICE

inContact

CXone Chat

& Email -

Configured

User

NIC274 Chat & Email allows agents to be able to

accept and respond to incoming chat

requests and emails from customers. Using

inContact’s routing engine, scripting, and

other utilities, any agent will be able to

blend responding to emails, chats, and

voice calls as needed- Configured Users

are billed based on the highest number of

active users set up on the platform at any

one time during the month. This includes

Admin users.- The ordered quantity must

match the total number of seat licenses. -

Key product features & components: -

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

152

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Chat function includes access to the

customer-facing chat application that can

be embedded in the customer’s webpage

or other interfaces - Email can receive

communications directly from the

customer’s email solution and send out

responses using inContact’s secure

gateway - Both solutions can be

enhanced using custom scripting tolls in

inContact’s Studio applicationRequires

Chat & Email Implementation Package to

be purchased

91 NICE

inContact

CXone Chat

& Email -

Concurrent

User

NIC275 Chat & Email allows agents to be able to

accept and respond to incoming chat

requests and emails from customers. Using

inContact’s routing engine, scripting, and

other utilities, any agent will be able to

blend responding to emails, chats, and

voice calls as needed- Concurrent Users

are billed based on the highest number of

users logged into the platform at any one

time during the month- The ordered

quantity must match the total number of

seat licenses. - Key product features &

components: - Chat function includes

access to the customer-facing chat

application that can be embedded in the

customer’s webpage or other interfaces

- Email can receive communications

directly from the customer’s email solution

and send out responses using inContact’s

secure gateway - Both solutions can be

enhanced using custom scripting tolls in

inContact’s Studio applicationRequires

Chat & Email Implementation Package to

be purchased

92 NICE

inContact

NIC276 Implementation Package to configure and

implement Chat or Email functionality

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

153

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

CXone Chat

& Email

Implementati

within inContact platform- Choice of up to

2 total scripts (chat and/or email)- Chat

scripts/skills include: - Up to 20 questions

and responses - URL provided to

customer to be embedded into their

existing website - Integration to a custom

database or CRM not included- Email

Implementation includes: - Automated

email received response - inContact dot-

com email addresses provided to customer

to be embedded into their existing website

- Integration to a custom database or CRM

not included

93 NICE

inContact

CXone Chat

NIC277 Chat allows agent to be able to accept

and respond to incoming chat requests

from Customers. Configured users are

billed based on the highest numer of users

configured for a Chat skill in the platform at

any one time during the month. Key

product features & components:- Chat

function includes access to the customer-

facing chat application that can be

embedded in the customer's webpage or

other interfaces- Chat can be enhanced

using custom scripting tolls in the

applicationRequires purchase of Chat

Implementation Package

94 NICE

inContact

CXone Chat

Implementati

NIC278 Implementation Package includes services

to configure and implement Chat

functionality within inContact platform-

Billed as a one time (non-recurring) charge-

Includes: -One chat script to support

one chat skill -Chat scripts/skills

include: -Up to 20 questions and

responses -URL provided to

customer to be embedded into their

existing website -Integration to a

custom database or CRM not included

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

154

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

95 NICE

inContact

CXone Email

NIC279 Email allows agents to be able to accept

and respond to incoming emails from

customers. Configured users are billed

based on the hightest number of users

configured for an email skill in the platofrm

at any one time during the month. Key

product features & components:- Email

functionality can receive communicateions

directly from the customer's email solution

and send out responses using the secure

gateway- Email can be enhanced using

custom scripting tolls in the

applicationRequires purchase of Email

Implementation Package

96 NICE

inContact

CXone Email

Implementati

NIC280 Implementation Package includes services

to configure and implement Email

functionality within inContact platform-

Billed as a one time (non-recurring) charge-

Includes: -One email script to support

one email skill. -Email scripts/skills

includes: -Automated email received

response -inContact dot-com email

addresses provided to customer to be

embedded into their existing website -

Integration to a custom database or CRM

not included

97 NICE

inContact

CXone PCI

Level 1 ACD

/ IVR

NIC281 Includes one (1) PCI Level 1 User License -

Configured Users are billed based on the

highest number of active users set up on

the platform at any one time during the

month. This includes Admin users.-1

Universal Port (included) – Used for IVR-Call

Monitoring-Virtual queue-Agent Scripting-

Text to Speech-Call conferencing (long

distance charges apply)-Monitor, Coach,

and Barge functionalityAdditional features

and services included:-1 GB of storage per

BU for recordings, prompts, scripts,

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

155

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

messages, and files. Additional charges

may apply for more storage-If Call

Recording per User is selected, customer

will get 1 GB of storage per seat-Contact

Center all-inclusive reporting-IVR

programming toolset-Capability for CTI and

Connectivity (Standard, Encrypted, VPN,

FTP, SFTP, Web Service, and HTML

Connector)-24 x 7 Network Operations

Center monitoring-Redundant servers in

Software as a Service model-Standard

technical support-Product maintenance

and enhancement releases-inContact

University with the latest eLearning product

courses-Online documentation and

helpUse of this product does not certify

Customer's PCI compliance nor negates

their compliance requirements.

98 NICE

inContact

CXone PCI

Level 1 ACD

/ IVR

NIC282 Includes one (1) PCI Level 1 User License -

billed based on the highest number of users

logged into the platform at any one time

during the month-1 Universal Port

(included) – Used for IVR-Call Monitoring-

Virtual queue-Agent Scripting-Text to

Speech-Call conferencing (long distance

charges apply)-Monitor, Coach, and Barge

functionalityAdditional features and

services included with this contract:-1 GB of

storage per BU for recordings, prompts,

scripts, messages, and files. Additional

charges may apply for more storage-If Call

Recording per User is selected, customer

will get 1 GB of storage per seat-Contact

Center all-inclusive reporting-IVR

programming toolset-Capability for CTI and

Connectivity (Standard, Encrypted, VPN,

FTP, SFTP, Web Service, and HTML

Connector)-24 x 7 Network Operations

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

156

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Center monitoring-Redundant servers in

Software as a Service model-Standard

technical support-Product maintenance

and enhancement releases-inContact

University with the latest eLearning product

courses-Online documentation and

helpDoes not certify Customer's PCI

compliance nor negates their compliance

requirements.

99 NICE

inContact

CXone

FedRAMP

NIC283 Provides FedRAMP ‘Moderate’ authorized

secure environment for federal agencies as

well state and other security-sensitive

customers. - Billed per User. This quantity will

match the seat license quantity that

customer uses.- Key product features &

components: - Secure, compliant multi-

factor authentication for customers -

Restricted access and greater protection

to all data types - Hardened FedRAMP

architecture - Additional monitoring and

security tools and processes

100 Nice

inContact

CXone

FedRamp

NIC284 Provides FedRAMP ‘Moderate’ authorized

secure environment for federal agencies as

well state and other security-sensitive

customers. -Billed per User. This quantity will

match the seat license quantity that

customer uses.-Key product features &

components: -Secure, compliant

multi-factor authentication for customers

-Restricted access and greater protection

to all data types -Hardened FedRAMP

architecture -Additional monitoring

and security tools and processes

101 Additional

Configured

Universal Port

for

NIC285 Additional Universal Port used for IVR and

Voice

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

157

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

configured

port

102 Additional

Concurrent

Universal Port

for

concurrent

port

NIC286 Additional Universal Port used for IVR and

Voice

103 NICE

inContact

CXone

Additional

Active

Storage

NIC287 Used for storage and management of

recordings, prompts, scripts, messages, and

files within the contact center system.-

Billed per GB per agent (beyond the

included 1GB of storage used)- Applies to

storage from inContact platform recorder

and inContact WFO recorders

104 NICE

inContact

CXone Long

Term Storage

NIC288 Provides cost-effective long-term storage

for data archiving requirements- Billed per

GB stored- Key product features &

components: - Lower data storage costs

by eliminating the need to implement and

maintain a separate storage infrastructure

for long-term storage requirements -

Seamless data transfer from short-term to

long-term storage - Auto purge data

when it is no longer needed by defining

'time to live' based on the type of data

stored - Scalable cloud infrastructure -

State-of-the-art data encryption

technology

105 NICE

inContact

CXone Long

Term Storage

Retrieval

NIC289 Provides metadata-based search

capabilities to locate and retrieve data

from long-term storage- Billed per GB

stored- Key product features &

components: - Comprehensive

metadata search capabilities for easy

retrieval - Move files to active storage for

analysis, audits, and other needs - Time

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

158

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

for files to remain in active storage can be

specified during retrieval

106 NICE

inContact

CXone

Custom

Storage

NIC290 Allows customer to use their own AWS

storage-Billed per Seat per month (will

match ACD count)-Key product features &

components: -Can be leveraged only if

customer is enabled for Cloud storage -

Store file types like Call Log and Screen

Recording -If Custom Storage is turned

off, Customer's storage will revert to default

Cloud Storage -When Custom Storage is

ON, existing TTL screen is disabled and will

not be effective/used

107 NICE

inContact

CXone

Personal

Connection

NIC291 Outbound dialing solution-Configured Users

are billed based on the highest number of

active users set up on the platform at any

one time during the month. This includes

Admin users.-Included in the license is two

(2) Personal Connection Software Ports-

Additional Personal Connection

Requirements and Information: -

Personal Connection requires the use of an

inContact ACD license. -An ACD User

License includes a Universal Port that may

also be used by Personal Connection

meaning a total of three Ports (1 Universal

Port and 2 Personal Connection Software

Ports) are accessible by Personal

Connection

108 NICE

inContact

CXone

Personal

Connection

NIC292 Outbound dialing solution-Concurrent Users

are billed based on the highest number of

users logged into the platform at any one

time during the month-Included in the

license is two (2) Personal Connection

software ports-Additional Personal

Connection Requirements and Information:

-Personal Connection requires the use of an

inContact ACD license. -An ACD User

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

159

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

License includes a Universal Port that may

also be used by Personal Connection

meaning a total of three Ports (1 Universal

Port and 2 Personal Connection Software

Ports) are accessible by Personal

Connection

109 NICE

inContact

CXone Auto

Attendant

NIC293 Auto Attendant provides corporate

directory and voicemail management

features and is a self-service call

management solution for contact center

agents and non-agent end-users- Billed

based on the number of active users that

have logins during the month- Key product

features & components included: -

Improved voicemail management with

multiple options for voicemail access -

Seamless integration with the inContact

ACD - Transfer inbound callers without

live intervention - Dial-by-name, Dial-by-

extension, DNIS, or company directory -

Bulk upload - Auditing and logging of

user and system events - Enhanced

website access security - Automatic

extension assignment - Out-of-

office/unavailable call routing - All non-

ACD voicemails will only be retained for a

maximum of ninety (90) daysRequires

purchase of Auto Attendant

Implementation package

110 NICE

inContact

CXone Auto

Attendant

Lite

NIC294 Auto Attendant provides corporate

directory management features and is a

self-service call management solution for

contact center agents and non-agent

end-users- Billed based on the number of

active users that have logins during the

month- Key product features &

components included: - Seamless

integration with the inContact ACD -

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

160

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Transfer inbound callers without live

intervention - Dial-by-name, Dial-by-

extension, DNIS, or company directory -

Bulk upload - Auditing and logging of

user and system events - Custom record

viewing/paging capability - Enhanced

website access security - Automatic

extension assignment - Out-of-

office/unavailable call routingRequires

purchase of Auto Attendant

Implementation Package

111 NICE

inContact

CXone Auto

Attendant

Implementati

NIC295 Implementation package for Auto

Attendant or Auto Attendant Lite to help

setup corporate directory and voicemail

management- Billed as a one time (non-

recurring) charge- Implementation

includes: - Dial-by-name, extension

dialing, out of office notification, voicemail

- Functionality using text-to-speech

available in English only

112 NICE

inContact

CXone Direct

Data Access

NIC296 Direct Data Access (DDA) is an entry level

business intelligence tool based on

Microsoft Excel that allows users to connect

directly to and manipulate inContact data-

Billed per month, based on the number of

business units that have DDA setup on- Key

product features & components: - User

customizable agent and contact reports

- Custom tabular and graphical reports -

Multiple data source blended reports

113 NICE

inContact

CXone Direct

Data Access

Implementati

NIC297 Services for one time Implementation and

setup of Direct Data Access- Billed as a one

time (non-recurring) charge-

Implementation includes: - End-user is

required to provide his/her own license to

MS Excel 2010 or greater - inContact will

provide instructions and support for

establishing the Direct Data Access

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

161

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

connection from MS Excel - Excel training

or support not included

114 NICE

inContact

CXone

Agent for

Salesforce

NIC298 A contact control interface that is

embedded directly into the Salesforce

CRM environment-Billed per Salesforce

agent license on a monthly basis; allows

flexibility to increase or decrease agent

licenses on demand-Key product features

& components: -Salesforce Object

Screen Pops -Click-To-Dial -

Automatic Task / Activity creation -

Hosted on the Salesforce AppExchange –

100% Cloud, no installation of package

components is required on the desktop

-Supports both Sales Cloud and Service

Cloud Console viewsRequires purchase of

the Salesforce Implementation Contact

Center Core Package

115 NICE

inContact

Cobrowse for

Cxone

NIC299 This standalone feature enables agents to

cobrowse and collaborate with customers

while on any channel. The agent requests a

code which is communicated to the

Customer, who enters the code on the

company web site to initiate a cobrowse

session.-Billing is based on usage. Any

agent that requests at least (1) cobrowse

code in a month is considered a user.-Key

product features & components: -

Dynamic contextual content share (text,

docs, video, audio) -“Black list”

specific fields on the site to protect sensitive

data -Site Guidance – direct a

customer to a new page (page push)

-Visual Guidance – Highlight a part of the

page to draw the customer’s attention

-WebRTC Voice and Video (not managed,

recorded or reported in inContact)

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

162

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

116 NICE

inContact

Advanced

Chat for

Cxone

NIC300 This standalone feature provides an

enhanced customer experience with

customized and automated web content

shown as banners, vouchers, coupons,

special offers, etc., as well as customized

Dialog Boxes which behave as an

embedded part of the company site-Billing

is based on usage. Any agent that handles

at least (1) Advanced Chat in a month is

considered a user.-Key product features &

components: -Embedded content -

no pop-up or pop-out -Mobile APIs –

click to chat or request a callback from a

mobile device -Live Help Dialog – offer

a live chat or callback -Web forms

and surveys -+ Content share (text,

docs, video, audio), Black list fields, Site

Guidance, Visual Guidance, WebRTC

Voice and Video (not managed, recorded

or reported in inContact) -Requires

inContact product 'Chat & Email' -

Those agents who use both inContact

Cobrowse (where the agent requests a

code) and inContact Advanced Chat will

be charged for both

117 NICE

inContact

Proactive

Chat for

Cxone

NIC301 This add-on feature provides advanced

web analytics and a sophisticated rules

engine to determine when customers are

offered “Live Help”. Triggers for live help

can be based on time on site, browsing

patterns, scoring, agent availability and

more.-Billing is based on usage. Any agent

that handles at least (1) Advanced Chat

on a system with Proactive Chat

configured is considered a user of both

Proactive Chat and Advanced Chat.-Key

product features & components: -Pre-

Deployment Web Analytics – help to

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

163

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

analyze web visitors to identify hot maps,

high value customers, and target browsing

patterns -Profiling - scoring individual

visitors (whether unknown, known prospect

or known customer) and their online

behavior -Proactive Chat – uses the

rules-based “Intelligence Engine” to

selectively offer live help to visitors based

on anything from business value to agent

availability -Post-Deployment Web

Analytics - measure and evaluate customer

engagement performance post-

engagement -Requires inContact

products 'inContact Advanced Chat' and

'Chat & Email'

118 NICE

inContact

Advanced

Chat and

Cobrowse

Bundle for

Cxone

NIC302 This package includes all the features of

inContact Cobrowse, inContact Advanced

Chat, and inContact Proactive Chat.-Billing

is still based on usage. Those Agents who

use Advanced Chat will be billed for

Advanced Chat and Proactive Chat. Those

agents who only use Cobrowse (no chat)

will be billed for Cobrowse only. Those

Agents who use Advanced/Proactive Chat

and Cobrowse (where the agent requests

a code) in essence get the Cobrowse for

free.-Key product features & components:

-Dynamic contextual content share (text,

docs, video, audio) -“Black list”

specific fields on the site to protect sensitive

data -Site Guidance – direct a

customer to a new page (page push)

-Visual Guidance – Highlight a part of the

page to draw the customer’s attention

-WebRTC Voice and Video (not managed,

recorded or reported in inContact) -

Embedded content - no pop-up or pop-out

-Mobile APIs – click to chat or request a

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

164

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

callback from a mobile device -Live

Help Dialog – offer a live chat or callback

-Web forms and surveys -+ Content

share (text, docs, video, audio), Black list

fields, Site Guidance, Visual Guidance,

WebRTC Voice and Video (not managed,

recorded or reported in inContact) -

Requires inContact Chat or inContact Chat

& Email -Those agents who use both

inContact Cobrowse (where the agent

requests a code) and inContact Advanced

Chat will be charged for both -Pre-

Deployment Web Analytics – help to

analyze web visitors to identify hot maps,

high value customers, and target browsing

patterns -Profiling - scoring individual

visitors (whether unknown, known prospect

or known customer) and their online

behavior -Proactive Chat – us the

rules-based “Intelligence Engine” to

selectively offer live help to visitors based

on anything from business value to agent

availability -Post-Deployment Web

Analytics - measure and evaluate customer

engagement performance post-

engagement

119 NICE

inContact

Screen Share

& File Upload

for Cxone

NIC303 Provides the ability for a visitor on the

website, and engaged in a digital session,

to upload a file for the Agent to view. It also

provides ability for the Agent to share their

screen with the visitor web visitor in a digital

session.-Billed as a monthly recurring

charge-Requires Advanced Chat full

Bundle-1 Year Minimum Commitment-Key

product features & components: -Web

visitor can share a file with an agent. -

Allows the file to be uploaded to a file

store, scanned for viruses, and the agent is

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

165

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

able to access it via a link opening it in the

browser. -The tenant can configure what

type of files and the file size are allowed.

120 NICE

inContact

Advanced

Chat for

CXone

Appointment

Scheduling

NIC304 Enables customers/visitors to view a

calendar and choose a time that fits with

their schedule to have a fully featured web

meeting with an Agent-Billed monthly per

contracted rate and quantity-Requires

Advanced Chat full Bundle-1 Year

Minimum Commitment-Key product

features & components: -Web visitors

view a calendar and choose from

available times -Participants are sent a

weblink to join the meeting at the

scheduled time -Agents are routed Chats

and join the digital session -Digital sessions

include Chat, Cobrowse, Web Guidance

and all the features of Advanced Chat

121 NICE

inContact

Advanced

Chat for

CXone

Messaging

API Access

NIC305 API provides a way for tenants to integrate

messaging applications (e.g. Facebook

Messenger) into the Vergic Engage

Platform.-Billed as a monthly recurring

charge-Requires Advanced Chat full

Bundle-Key product features &

components: -Only includes access to the

API. Tenant is responsible for building or

procuring the ”connector” to the

messaging application -A quantity of (1)

Includes up to 10,000 interactions.

Overages of 1 to 10,000 interactions will be

charged at the same 10,000 interaction

rate.

122 NICE

inContact

Advanced

Chat for

CXone

NIC306 Chatbot Automation Tool and Process

Engine and API. Enables the creation of

robust Chatbots. Can be connected to the

Advanced Chat Chatbot Embedded AI

(sold separately) or 3rd party Artificial

Intelligence application. Also needed for

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

166

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Chatbot

Engine

integration of 3rd party Chatbots.-ALL

Chatbot Engine and API purchases require

a custom Advanced Chat Chatbot

Implementation-Billed as a monthly

recurring charge-Requires Advanced Chat

full Bundle-Key product features &

components: -For tenants using the

Advanced Chat Chatbot, includes access

to the Automation Tool and Process Engine.

-BOT(s) will be developed by Vergic under

a customer scope of work (SOW) -For

tenants using a 3rd party Chatbot, includes

access to the Advanced Chat Chatbot API

for integration. -A quantity of (1) Includes

up to 10,000 interactions. Overages of 1 to

10,000 interactions will be charged at the

same 10,000 interaction rate. This applies

whether the tenant uses the Advanced

Chat Chatbot or a 3rd party

123 NICE

inContact

Advanced

Chat for

CXone

Chatbot

Embedded

NIC307 Artificial Intelligence Engine designed for

use with the Advanced Chat Chatbot

Engine. Provides Artificial Intelligence

including Natural Language Processing

(NLP) and Machine Learning for Chatbots

that more closely mimic human behavior.-

Billed as a monthly recurring charge-

Requires Advanced Chat full Bundle-Key

product features & components: -Only

includes access to the Embedded AI. The

Automation Tool and Process Engine are

sold separately. -Use of the AI is defined in

the BOT which is developed by Vergic

under a customer scope of work (SOW) -

A quantity of (1) Includes up to 10,000

interactions. Overages of 1 to 10,000

interactions will be charged at the same

10,000 interaction rate.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

167

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

124 NICE CXone

Omnichanne

l Agent

NIC308 One (1) User License - Configured Users are

billed based on the highest number of

active users set up on the platform at any

one time during the month. This includes

Admin users.-1 Universal Port (included) –

Used for IVR-Call Monitoring-Virtual queue-

Agent Scripting-Text to Speech-Call

conferencing (long distance charges

apply)-Monitor, Coach, and Barge

functionality-Additional features and

services included with this contract:-1 GB of

storage per BU for recordings, prompts,

scripts, messages, and files. Additional

charges may apply for more storage-If Call

Recording per User is selected, customer

will get 1 GB of storage per seat-Contact

Center all-inclusive reporting-IVR

programming toolset-Capability for CTI and

Connectivity (Standard, Encrypted, VPN,

FTP, SFTP, Web Service, and HTML

Connector)-24 x 7 Network Operations

Center monitoring-Redundant servers in

Software as a Service model-Standard

technical support-Product maintenance

and enhancement releases-inContact

University with the latest eLearning product

courses-Online documentation and

helpOnly available on the User Hub

Platform.

125 NICE CXone

Digital Agent

NIC309 Digital Agent enables the creation of a

Digital First Omnichannel tenant that is

configured for digital channels only (no

Phone/Voice).-Must purchase channel(s)

separately.-Configured Users are billed at

the digital-only rate based on the highest

number of active users set up on the

platform at any one time during the

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

168

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

month.-Users include Agents, Supervisors,

Managers Administrators or any other users.

126 NICE

inContact

CXone Chat

& Email

NIC310 Chat & Email allows agents to be able to

accept and respond to incoming chat

requests and emails from customers. Using

the platform’s routing engine, scripting, and

other utilities, any agent will be able to

blend responding to emails, chats, and

voice calls as needed- Concurrent Users

are billed based on the highest number of

users logged into the platform at any one

time during the month- The ordered

quantity must match the total number of

seat licenses. - Key product features &

components: - Chat function includes

access to the customer-facing chat

application that can be embedded in the

customer’s webpage or other interfaces

- Email can receive communications

directly from the customer’s email solution

and send out responses using inContact’s

secure gateway - Both solutions can be

enhanced using custom scripting tolls in

inContact’s Studio application

127 CXone

Proactive

Chat & Email

NIC311 Chat allows agents to be able to accept

and respond to incoming chat requests

from customers. -Configured Users are

billed based on the highest number of users

configured for a Chat skill in the platform at

any one time during the month

128 CXone

Messaging -

Facebook

(per BU)

NIC312 Enables the integration of Facebook

Messenger into Cxone Digital First

Omnichannel.-Can be configured to

support Public Posts, Direct Messages,

Mentions, Dark Posts, Attachments,

Reviews, Notes, Shares, Deleting, Hiding,

and Global Pages.Only available on the

User Hub Platform.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

169

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

129 Cxone

Messaging -

Per

Facebook

Page

NIC313 Cxone Messaging Additional Page -

Facebook MessengerOnly available on the

User Hub Platform. Requires Cxone

Messaging - Facebook (per BU)

130 CXone

Messaging -

Twitter (per

BU)

NIC314 Enables integration of Twitter into Cxone

Digital First Omnichannel.Only available on

the User Hub Platform.

131 Cxone

Messaging -

Per Twitter

Account/Use

r - (Twitter)

NIC315 Cxone Messaging Additional Account -

TwitterOnly available on the User Hub

Platform. Requires Cxone Messaging -

Twitter (per BU).

132 CXone

Messaging -

SMS (per BU)

NIC316 Enables integration of Twillio SMS codes into

Cxone Digital First Omnichannel.-Customer

must procure the codes directly from Twillio.

Only available on the User Hub Platform.

133 CXone

Messaging -

(per BU)

NIC317 Enables integration of WhatsApp into

Cxone Digital First Omnichannel-Includes 2

Lines/NumbersOnly available on the User

Hub Platform.

134 Cxone

Messaging -

Per Add'l

Number

(WhatsApp)

NIC318 Cxone Messaging Additional Number-

WhatsAppOnly available on the User Hub

Platform. Requires Cxone Messaging -

WhatsApp (per BU).

135 Cxone

Messaging -

Instagram

(per BU)

NIC319 Enables integration of Instagram into Cxone

Digital First Omnichannel.Only available on

the User Hub Platform.

136 CXone

Messaging -

Apple

Business Chat

(per BU)

NIC320 Enables the integration of Facebook

Messenger into Cxone Digital First

Omnichannel.-Can be configured to

support Public Posts, Direct Messages,

Mentions, Dark Posts, Attachments,

Reviews, Notes, Shares, Deleting, Hiding,

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

170

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

and Global Pages.Only available on the

User Hub Platform.

137 CXone

Messaging -

Youtube (per

BU)

NIC321 Enables integration of Youtube into Cxone

Digital First Omnichannel.Only available on

the User Hub Platform.

138 CXone

Messaging -

LinkedIn (per

BU)

NIC322 Enables integration of LinkedIn into Cxone

Digital First Omnichannel.Only available on

the User Hub Platform.

139 CXone

Messaging -

Google Play

(per BU)

NIC323 Enables integration of Google Play into

Cxone Digital First Omnichannel.Only

available on the User Hub Platform.

140 CXone

Messaging -

Google

Places (per

BU)

NIC324 Enables integration of Google Places into

Cxone Digital First Omnichannel.Only

available on the User Hub Platform.

141 CXone

Messaging -

Apple Apps

Review (per

BU)

NIC325 Enables integration of Apple Apps Review

into Cxone Digital First Omnichannel.Only

available on the User Hub Platform.

142 CXone

Messaging -

Line-

Messaging

(per BU)

NIC326 Enables integration of Line Messaging into

Cxone Digital First Omnichannel.Only

available on the User Hub Platform.

143 CXone

Messaging -

Telegram-

Messaging

(per BU)

NIC327 Enables integration of Line Messaging into

Cxone Digital First Omnichannel.Only

available on the User Hub Platform.

144 NICE

inContact

CXone

Feedback

NIC328 Platform provides omnichannel customer

surveys that deliver in-depth analytics and

benchmarking capabilities-Billed monthly

per the contracted quantity and rate-Key

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

171

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Mgt Platform

Fee

product features & components: -Ability

to trigger Post Call Surveys Via (IVR, Email,

SMS, Web Intercepts, Chat) depending on

channel(s) purchased -For products

outside of the inContact portfolio you will

need to purchase or build a connector -

Open API’s allow for quick connections to

existing solutions -Users need to be

purchased separately. 1 Power user is

included

145 NICE

inContact

CXone

Feedback

Mgt Survey

(per

Configured

User)

NIC329 Provides omnichannel customer surveys

that deliver in-depth analytics and

benchmarking capabilities- 50 included per

configured user, additional surveys may be

purchased separately-Key product features

& components:-No channels included.

Must purchase channel(s) separately-Ability

to survey via the following channels: (IVR,

Email, Chat) depending on channel(s)

implemented-50 responses per agent

across all channels per month-Ability to

receive notification based on rules on

survey feedback-Ability to share

dashboards and send PDF reports-Provides

out-of-box analysis of survey responses-At

least 1 power user needs to be purchased

separately for survey management and

administration.

146 NICE

inContact

CXone

Feedback

Mgt VoC

(per

Configured

User)

NIC330 Provides omnichannel customer surveys

that deliver in-depth analytics and

benchmarking capabilities-50 included per

configured user, additional surveys may be

purchased separately-Billed monthly per

the contracted quantity and rate-Key

product features & components:-No

channels included. Must purchase

channel(s) separately-Ability to survey via

the following channels: (IVR, Email, Web

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

172

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Intercepts, Chat) depending on channel(s)

implemented-50 responses per agent

across all channels per month-Workflows to

perform and measure follow-up actions-

Ability to share dashboards and send PDF

reports-Provides out-of-box advanced VoC

analytics-At least 1 power user needs to be

purchased separately for survey

management and administration.

147 NICE

inContact

CXone

Feedback

Mgt Survey

NIC379 NICE inContact Feedback Management

Additional Survey - Overage rate for

Feedback Mgt Surveys when quantity

included in package has been utilized.

148 NICE

inContact

CXone

Feedback

Mgt IVR

Channel (per

Configured

User)

NIC331 Provides ability to survey via IVR-Billed

monthly per the contracted quantity and

rate-Key product features & components:-

Ability to Survey Via IVR Channel-Ability to

skip invitation based on touch rules

149 NICE

inContact

CXone

Feedback

Mgt Chat

Channel (per

Configured

User)

NIC332 Provides ability to survey via Chat-Billed

monthly per the contracted quantity and

rate-Key product features & components:-

Ability to Survey Via Chat using survey links-

Ability to manage survey logic-Ability to

personalize the survey using tokens

150 NICE

inContact

CXone

Feedback

Mgt Email

Channel (per

Configured

User)

NIC333 Provides ability to survey via Email-Billed

monthly per the contracted quantity and

rate-Key product features & components:-

Ability to Survey Via Email-Ability to skip

invitation based on touch rules-Ability to

manage survey logic-Ability to personalize

the survey using tokens

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

173

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

151 NICE

inContact

CXone

Feedback

Mgt Website

Intercepts

Channel (per

Configured

User)

NIC334 Provides ability to survey vis Website

intercept-Billed monthly per the contracted

quantity and rate-Key product features &

components:-Ability to Survey Via Website

intercept-Ability to control the launch logic-

Ability to control the quota and touch rules-

Ability to manage survey logic-Ability to

personalize the survey using tokens

152 NICE

inContact

CXone

Feedback

Mgt Add'l

Application

Language

(per

Language)

NIC335 Provides the option to configure the

application to work in different languages

based on user’s preference-Billed monthly

per the contracted quantity and rate-Key

product features & components:-Ability to

enable additional application language-

Users can set their preferred application

language-Supports 5 application

languages – English, Spanish, French,

German and Japanese-The platform

comes with a default primary application

language-Additional application language

needs to be purchased separately

153 NICE

inContact

CXone

Feedback

Mgt Add'l

Survey

Language

(per

Language)

NIC336 Provides the option to configure survey in

an additional language-Billed monthly per

the contracted quantity and rate-Key

product features & components:-Ability to

build and run surveys in various languages-

Ability to support more than 115+

languages-The platform comes with a

default primary survey language-Each

additional language needs to be

purchased separately

154 NICE

inContact

CXone

Feedback

Mgt Speech

to Text

NIC337 IVR surveys can have verbatims transcribed

to text.-up to 7,500 responses before

overage is applied -Billed monthly per the

contracted quantity and rate

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

174

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

155 NICE

inContact

CXone

Feedback

Mgt Text

Analytics

NIC338 Ability to use workflow logic for alert,

notifications and escalation based on the

context in the survey text comments-Billed

monthly per the contracted quantity and

rate-Key product features & components:-

Open text will run through the NLP engine-

Applying logic / rules to trigger alerts,

notification-The sending of an automated

email to the follow up owner is includes up

to 7500 responses.

156 NICE

inContact

CXone

Feedback

Mgt Text

Analytics

Overage

Rate (per

text

comment)

NIC382 NICE inContact CXone Feedback Mgt Text

Analytics Overage Rate (per text

comment)

157 NICE

inContact

CXone

Feedback

Mgt Auto

Translate

NIC339 Ability to translate the survey text

comments from various languages to

English-Billed monthly per the contracted

quantity and rate-up to 7500 responses.

158 NICE

inContact

CXone

Feedback

Mgt Auto

Translate

Overage

Rate (per

text

comment)

NIC383 NICE inContact CXone Feedback Mgt Auto

Translate Overage Rate (per text

comment)

159 NICE

inContact

NIC340 IVR surveys can have verbatims

transcribed to text. Sentiment analysis

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

175

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

CXone

Feedback

Mgt Add'l

Speech To

Text

Comments

(per Survey)

applied to it.- Triggering alerts and

notification from the STT- Billed monthly per

the contracted quantity and rate

160 NICE

inContact

CXone

Feedback

Mgt API

Connector

NIC341 Using the API’s help the customer to

configure the System to have a single or

two way connection to a system of record.-

Billed monthly per the contracted quantity

and rate- Key product features &

components: - One way or two way

integration mapped to selected points -

Unlimited data transfer between the two

systems - Will require IT support to

configure the API’s

161 NICE

inContact

CXone

Feedback

Mgt Tag Mgt-

Add'l 10 Tags

NIC342 Buckets that the workflow logic would

apply to for alert, notifications and

escalation- Billed monthly per the

contracted quantity and rate- Key product

features & components: - Open text will

run through the NLP engine - Applying

logic / rules to trigger alerts, notification -

The sending of an automated email to the

follow up owner is included

162 NICE

inContact

CXone

Feedback

Mgt

Academy

and

Research

Access

NIC343 Access to the Benchmarks and

Certification and training side of the

platform-Billed monthly per the contracted

quantity and rate-Key product features &

components: -Access to the Annual

benchmarks for B2B and B2C -NPX

Education and NPS Certification and

education

163 NICE

inContact

CXone

NIC344 The power user will be able to create

surveys and assign roles and permissions-

Billed monthly per the contracted quantity

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

176

Line

Item

Feature

Name

Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Feedback

Mgt Add'l

Power User

and rate- Key product features &

components: - Ability to create surveys

- Assign roles and permissions - Build

custom dashboard for all general users

164 NICE

inContact

Cloud

Connect

Bundle per

Configured

User

NIC367 Enables Configured User to connect the

Nice inContact datacenters directly from

their existing AVPN network. AVPN

Transport service provisioned separately.

165 NICE

inContact

Cloud

Connect

Bundle per

Configured

Port

NIC368 This is needed to enable a Configured User

to connect the Nice inContact

datacenters directly from their existing

AVPN network. AVPN Transport service

provisioned separately.

166 NICE

inContact

Cloud

Connect

Bundle per

Concurrent

User

NIC369 Enables Concurrent User to connect the

Nice inContact datacenters directly from

their existing AVPN network. AVPN

Transport service provisioned separately.

167 NICE

inContact

Cloud

Connect

Bundle per

Concurrent

Port

NIC370 This is needed to enable a Concurrent User

to connect the Nice inContact

datacenters directly from their existing

AVPN network. AVPN Transport service

provisioned separately.

27.2.3.7.2 ACD Basic Supervisor’s Package

The Contractor shall provide a Basic Supervisor’s Package and

Additional Supervisor Packages that include all of the features from the

Basic Agent’s Package in addition to the following features:

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

177

1. Call Agent - Allows supervisor to directly call an agent by pressing a

single key;

Bidder understands the Requirement and shall meet or exceed it? Yes

2. Observe Agent – Allows supervisor to listen to conversation between

the agent and the caller;

Bidder understands the Requirement and shall meet or exceed it? Yes

3. Supervisor Answer Agent – Allows supervisor to answer Call

Supervisor calls from an agent; and,

Bidder understands the Requirement and shall meet or exceed it? Yes

4. Supervisor Chat Monitoring – Allows supervisor to observe and

engage in chat sessions.

Bidder understands the Requirement and shall meet or exceed it? Yes

5. Controlled Overflow - Allows a supervisor to direct new contact

center calls to an overflow route

Bidder understands the Requirement and shall meet or exceed it? Yes

6. ACD Status Display - Supervisor(s) with display set can monitor

contact center call status displaying number of calls in incoming

call queue and average time in queue and the total number of

occupied agent positions (agents idle, active, or not ready)

Bidder understands the Requirement and shall meet or exceed it? Yes

7. Position Status Display - Provides supervisor with visual indication of

agent activity in real time

Bidder understands the Requirement and shall meet or exceed it? Yes

8. Position Status Summary - Allows supervisor to quickly check status of

the contact center. Supervisor can have multiple position status

summary display keys to monitor multiple contact center Groups

within their System. The minimum requirements include:

• Display indicates total number of agents:

• On contact center calls

• On non-contact center calls (on virtual number)

• Idle (logged n and waiting for call)

• Not ready (clerical status) logged off

Bidder understands the Requirement and shall meet or exceed it? Yes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

178

Bidders shall provide the ACD Supervisor's Package described in Table

27.2.3.7.2.a

Table 27.2.3.7.2.a – ACD Supervisor’s Package

Line

Item

Feature

Name

Feature

Description

Bidder’s Product

Description,

Restrictions and

Limitations

Bidder’s

Product

Identifier

Bidder Meets

or Exceeds?

Yes or No.

1 Basic

Supervisor’s

Package-

Agent

Basic Supervisor’s

Package Software

as described.

ACCC211 Yes

2 Additional

Supervisor

Positions

Additional

supervisor for

supervisor group.

(For each

Supervisor

package over the

minimum of one

per 20 agents)

ACCC212 Yes

The Contractor may offer additional Unsolicited ACD supervisor’s

package features in Table 27.2.3.7.2.b.

Table 27.2.3.7.2.b – Unsolicited ACD Supervisor’s Package Features

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

1 AT&T CCC

Digital

Outreach

ACCC217 AT&T CCC Digital Outreach

2 AT&T CCC

Proactive

Notificatio

ACCC218 AT&T CCC Proactive Notifications

3 AT&T CCC

Social

Engagem

ACCC219 AT&T CCC Social Engagement (Domain)

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

179

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

ent

(Domain)

4 AT&T CCC

Social

Engagem

ent (Per

Agent)

ACCC220 AT&T CCC Social Engagement (Per

Agent)

5 AT&T CCC

Whendu

Enterprise

Solution

ACCC222 AT&T CCC Whendu Enterprise Solution

6 AT&T CCC

Administra

tor

Managed

Service

ACCC224 AT&T CCC Administrator Managed

Service

7 AT&T CCC

Building

IVR Scripts

- Part II

Training

Class -

Classroom

ACCC225 AT&T CCC Building IVR Scripts - Part II

Training Class - Classroom - In-person

training class covering IVR scripting.

Second in a series of two IVR classes

Priced per student - Attendees from

multiple customers attend the same class

Group training held at a Five9 facility - 4

days Audience: Five9 system

administrators, developers, or other IT staff

responsible for implementing and/or

maintaining inbound IVR scripts

PREREQUISITES: Building IVR Scripts ? Part I

8 AT&T CCC

Building

IVR Scripts

- Part II

Training

ACCC226 AT&T CCC Building IVR Scripts - Part II

Training Class - Virtual Classroom - Remote

training class covering IVR scripting.

Second in a series of two IVR classes

Priced per student - Attendees from

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

180

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Class -

Virtual

Classroom

multiple customers attend the same class

Virtual Classroom / Remote: 5 days, 4

hours per day Audience: Five9 system

administrators, developers, or other IT staff

responsible for implementing and/or

maintaining inbound IVR scripts

PREREQUISITES: Building IVR Scripts ? Part I

9 AT&T CCC

Building

IVR Scripts

- Part I

Training

Class -

Classroom

ACCC227 AT&T CCC Building IVR Scripts - Part I

Training Class - Classroom - In-person

training class covering IVR scripting. First in

a series of two IVR classes Priced per

student - Attendees from multiple

customers attend the same class Group

training held at a Five9 facility - 4 days

Audience: Five9 system administrators,

developers, or other IT staff responsible for

implementing and/or maintaining

inbound IVR scripts PREREQUISITES:

Attended the Contact Center Essentials or

equivalent knowledge - basic

programming knowledge recommended.

10 AT&T CCC

Building

IVR Scripts

- Part I

Training

Class -

Virtual

Classroom

ACCC228 AT&T CCC Building IVR Scripts - Part I

Training Class - Virtual Classroom - Remote

training class covering IVR scripting. First in

a series of two IVR classes Priced per

student - Attendees from multiple

customers attend the same class Virtual

Classroom / Remote: 5 days, 4 hours per

day Audience: Five9 system

administrators, developers, or other IT staff

responsible for implementing and/or

maintaining inbound IVR scripts

PREREQUISITES: Attended the Contact

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

181

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Center Essentials or equivalent knowledge

- basic programming knowledge

recommended

11 AT&T CCC

Contact

Center

Essentials

Training

Class -

Classroom

ACCC229 AT&T CCC Contact Center Essentials

Training Class - Classroom - In-person

introductory training class for new

administrators covering basic

configuration and management of the

Five9 VCC Priced per student - Attendees

from multiple customers attend the same

class Group training held at a Five9 facility

- 3.5 days Audience: New administrators

responsible for the configuration and

management of the Five9 VCC. Others

who would benefit from an understanding

of how to configure and manage the

Five9 VCC. PREREQUISITES: Understanding

of contact center/call center concepts

and terminology. Experience using

enterprise applications.

12 AT&T CCC

Contact

Center

Essentials

Training

Class -

Virtual

Classroom

ACCC230 AT&T CCC Contact Center Essentials

Training Class - Virtual Classroom - Remote

introductory training class for new

administrators covering basic

configuration and management of the

Five9 VCC

Priced per student - Attendees from

multiple customers attend the same class

Virtual Classroom / Remote: 5 days, 4

hours per day

Audience: New administrators responsible

for the configuration and management of

the Five9 VCC. Others who would benefit

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

182

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

from an understanding of how to

configure and manage the Five9 VCC.

PREREQUISITES: Understanding of contact

center/call center concepts and

terminology. Experience using enterprise

applications.

13 AT&T CCC

Training

Class - IVR

Integratio

n with the

Query

Module ?

Virtual

ACCC232 AT&T CCC Training Class - IVR Integration

with the Query Module - Virtual -

Introduces attendees to IVR integrations

using the Query module. Students learn to

integrate with a public external web

service, 2 different Five9 APIs, a CRM

system using Salesforce as an example.

Priced per student - Attendees from

multiple customers attend the same class

Virtual Classroom / Remote: 5 days, 4

hours per day Audience: Developers

responsible for implementing and/or

maintaining inbound IVR scripts

PREREQUISITES: Web services

development background. Building IVR

Scripts Part I and II or equivalent.

14 AT&T CCC

Gamificati

ACCC233 AT&T CCC Gamification

15 AT&T CCC

Performan

Dashboar

ACCC234 AT&T CCC Performance Dashboard

16 AT&T CCC

Performan

ACCC235 AT&T CCC Performance Dashboard -

Custom Integration (per SOW)

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

183

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Dashboar

d -

Custom

Integratio

n (per

SOW)

17 AT&T CCC

Performan

Dashboar

d -

Standard

Implemen

tation

ACCC237 AT&T CCC Performance Dashboard -

Standard Implementation

18 AT&T

Cloud

Contact

Center

Shared

Access

ACCC238 AT&T Cloud Contact Center will offer

‘shared connectivity’ as an option for the

Customer to connect voice to the data

center(s). Determination of the number

call paths required will be determined by

the number of Agents Seats, the number

of additional callers (above Agents Seats)

that the Customer requires working in IVR

or on hold in addition to additional

outbound call paths Customer requires for

complete an inbound transactions. This

will be determined as part of each entity’s

technical requirements. AT&T Cloud

Contact Center ‘shared connectivity’

supports inbound contact center voice

traffic. Certain outbound calling, is

required to complete inbound

transactions and is permitted, such as call

backs to complete an inbound

transaction and queue call back. The

Shared Connectivity can also include

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

184

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Agent Leg connections, if Agents are IP

Flexible Reach Telephone numbers.

Outbound Campaigns are not supported

with AT&T Cloud Contact Center shared

access. This includes the use of ‘dialers’.

19 Avaya

ACD

Supervisor'

s Package

Features

Multiple (See

Below ID's)

20 Avaya

Non-

Agent

enabled

Supervisor

- Basic

Voice CC

AVCC26 This supervisor bundle provides Admin only

capabilities. CC supervisors being

enabled with skill, queue, vector

administration capabilities along with a

long list of more sophisticated contact

center self-administration enablement.

21 Avaya

Agent

enabled

Supervisor

s - Basic

Voice CC

AVCC27 Contact Center agents are enabled to

do name changes and PIN / password

resets with CC supervisors being enabled

with skill, queue, vector administration

capabilities along with a long list of more

sophisticated contact center self-

administration enablement.

22 Avaya

Non-

Agent

enabled

Supervisor

- Basic

Omni-

Channel

AVCC28 This supervisor bundle does provides

Admin only capabilities. CC supervisors

being enabled with skill, queue, vector

administration capabilities along with a

long list of more sophisticated contact

center self-administration enablement.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

185

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

23 Avaya

Agent

enabled

Supervisor

s - Basic

Omni-

Channel

AVCC29 Contact Center agents are enabled to

do name changes and PIN / password

resets with CC supervisors being enabled

with skill, queue, vector administration

capabilities along with a long list of more

sophisticated contact center self-

administration enablement.

24 Avaya

Non-

Agent

enabled

Supervisor

Advance

d Omni-

Channel

AVCC30 This bundle provides Admin only

supervisor. This bundle builds on top of

details for Basic Omni-channel CC

Bundle. The following features are

included in the monthly price of this

bundle which does NOT need to be

separately purchased: Quality

Monitoring, Quality Monitoring and

Automated Quality Monitoring, Lesson

Management, Coaching, Advanced

Scorecards, Proactive Outreach,

Proactive Outreach agents; Requested

Proactive Outreach dialing campaigns;

Setup manual import of calling lists;

Establish DNC list that can be updated

with inputs from each country; CTI screen-

pop for Proactive Outreach dialer calls;

and Reporting for Proactive Outreach

based on standard reporting environment

and reports; and SMS and Generic digital

channels.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

186

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

25 Avaya

Agent

enabled

Supervisor

s -

Advance

d Omni-

Channel

AVCC31 Builds on top of Basic Omni-channel CC

bundle and adds the following

capabilities: Proactive Outbound

Marketing and the following digital

channels: generic and SMS. Includes

Data Center, HW in the Cloud Core, SW,

SW Installation (unless noted otherwise in

the bundle), SW Configuration of this

element, Support / Management of this

element, a level of MACDs per month

and access to minor and major upgrades

of this element. Includes Geographic

Redundancy configuration. Premises

equipment such as local premises / line

gateways, or hard phones / IP Phones are

NOT included in this price. Premises

elements are purchased separately with

their usual attached maintenance

contract and installation fees. The

following self-administration tasks are

enabled for this persona: Voice and

Digital Channel Historical and Realtime

Reports; Create and Use Custom Reports;

MACD of Scripts to Run Reports; Voice

and Digital Channel Routing; Mapping of

VDN / Skills; Manage CC Line Features

and Hunt Groups; Agent User

Management; Add / Delete / Change

Supervisors; Change Supervisor Name and

Password; Agents Profile Updates; and CC

Group Templates.

27.2.3.7.3 ACD System Administrator Software Package

The Contractor shall provide a System Administrator Software Package

that includes the following features:

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

187

1. Customizable "real time" display of agent and call activity by

contact center, by queue, by agent group, or network wide;

Bidder understands the Requirement and shall meet or exceed it? Yes

2. Activate or deactivate the entire contact center group or queues

within the group;

Bidder understands the Requirement and shall meet or exceed it? Yes

3. Assign passwords to agents;

Bidder understands the Requirement and shall meet or exceed it? Yes

4. Increase or decrease number of agents;

Bidder understands the Requirement and shall meet or exceed it? Yes

5. Increase or decrease the number of queues;

Bidder understands the Requirement and shall meet or exceed it? Yes

6. Move agent(s) to another contact center agent group within the

System;

Bidder understands the Requirement and shall meet or exceed it? Yes

7. Control queues by changing the queue slots, queue size, and

maximum wait time;

Bidder understands the Requirement and shall meet or exceed it? Yes

8. Change overflow routes and ring thresholds; and,

Bidder understands the Requirement and shall meet or exceed it? Yes

9. Change password levels of supervisors in the System.

Bidder understands the Requirement and shall meet or exceed it? Yes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

188

Table 27.2.3.7.3.a – ACD System Administrator Software Package

Line

Item

Feature Name Feature

Description

Bidder’s Product

Description,

Restrictions and

Limitations

Bidder’s

Product

Identifier

Bidder Meets

or Exceeds?

Yes or No.

1 Basic System

Administrator’s

Package

Basic

Administrator’s

Package

Software as

described.

ACCC239 Yes

The Contractor may offer additional unsolicited ACD administrator

software package features in Table 27.2.3.7.3.b.

Table 27.2.3.7.3.b – Unsolicited ACD Administrator Package Features

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description,

Restrictions and Limitations

1 Avaya

Contact

Center

Service

Portal

AVCC32 Access to Service Customer Portal

after first go-live. Customer can make

self-administration configuration

changes afterward and/or the

Customer Help Desk can open MACD

tickets;

2 Nice

InContact

ACD

Administrato

r Package

Features

Multiple (See

Below ID's)

3 NICE

inContact

inView for

CXone

Standard

NIC345 Implementation and setup of inView

Performance Management.

- Billed as a one time (non-recurring)

charge

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

189

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description,

Restrictions and Limitations

ACD

Integration

- Implementation includes:

- Up to 3 dashboards built for

director, supervisor, or agent during

implementation

- Access for supervisors and agents

to dashboard

- Supervisors can customize

modules, dashboards, objectives,

metrics, users, profiles, and security

access

- 2 hour remote education

- eLearning access and training

guides

4 NICE

inContact

inView for

CXone CRM

Integration

NIC346 Integration and setup of inView with a

CRM.

- Billed as a one time (non-recurring)

charge

- Implementation includes:

- Up to 3 dashboards built for

director, supervisor, or agent during

implementation

- Access for supervisors and agents

to dashboard

- Supervisors can customize

modules, dashboards, objectives,

metrics, users, profiles, and security

access

- 2 hour remote education

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

190

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description,

Restrictions and Limitations

- eLearning access and training

guides

5 NICE

inContact

inView for

CXone

Training

NIC348 One day remote end user training for

NICE inContact inView for CXone.

Billed as a one time (non-recurring)

charge. Types of training included:

Onsite Onboarding, Supervisor Rollout,

Agent Rollout, Call Center Advanced

Training.

6 NICE

inContact

inView for

Non-CXone

Direct DB

Integration

NIC349 Direct integration for a non-CXone

database with NICE inContact inView.

Billed as a one time (non-recurring)

charge. Integration includes: Non

inContact WFO, CRM, Salesforce,

Direct Database Connection. .

7 NICE

inContact

inView for

CXone WFM

Integration

NIC350 Integration of WorkForce Management

data sources into inView

-Billed as a one time (non-recurring)

charge

-For inContact Cloud hosted only

-Does not include integration to WFM

Pro

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

191

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description,

Restrictions and Limitations

8 NICE

inContact

inView for

CXone QM

Integration

NIC351 Integration of Quality Management

data sources into inView

-Billed as a one time (non-recurring)

charge

-For inContact Cloud hosted only

-Does not include integration to QM

Pro

9 NICE

inContact

inView

Performanc

Manageme

nt for Cxone

NIC352 inView is a performance management

analytical tool designed for monitoring

and managing agent performance

and behavior.

- Configured Users are billed based on

the highest number of users set up on

the platform at any one time during

the month. This includes Admin users.

- Components include:

- Customizable graphical content

and KPIs

- Integrated KPIs from 3rd party

data sources

- Real-time and historical reporting

10 NICE

inContact

inView

Gamificatio

n for Cxone

NIC353 Gamification uses a behavior-based

approach that encourages desired

behaviors without supervisor

involvement. It also enhances

employee engagement.

- Configured Users are billed based on

the highest number of users set up on

the platform at any one time during

the month. This includes Admin users.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

192

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description,

Restrictions and Limitations

- Features include:

- Drive desired behaviors and

increase autonomy and accountability

- Create achievements, incentives,

and challenges for agents

11 NICE

inContact

inView

Coaching

and

Learning

Manageme

nt for Cxone

NIC354 inView Coaching and Learning

provides the ability to document and

trigger coaching session, either

automatically or ad-hoc, reduced

supervisory burden and enables

cost/benefit analysis of training efforts.

Configured Users are billed based on

the highest number of active users set

up on the platform at any one time

during the month. This includes Admin

users. Key product components

include: Setup metrics and objectives

and Performance based on metrics to

trigger coaching sessions and trainings.

12 NICE

inContact

inView for

CXone -

Standalone

Wallboards

NIC355 Broadcast real-time and historical

metrics, kpi's, leaderboards,

announcements, agent spotlights and

custom data visualizations on large TV's

in your call center.

- High visibility improves kpi awareness

- Leaderboards drive competition and

performance

- Announcements and agent spotlights

improve agent engagement

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

193

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description,

Restrictions and Limitations

- Billed based on the highest number of

active users set up on the platform at

any one time during the month.

13 ACD

Feature for

AT&T

Standalone

Converged

VoIP

SV145 VoIP ACD Feature is an optional

feature. Must have AT&T Standalone or

Converged VoIP Package to utilize

ACD Feature.

14 ACD

Premium

Feature for

AT&T

Standalone

Converged

VoIP

SV146 VoIP ACD Premium is an optional

feature. Must have AT&T Standalone or

Converged VoIP Package to utilize

ACD Feature.

15 ACD

Supervisor

Feature for

AT&T

Standalone

Converged

VoIP

SV147 VoIP ACD Supervisor is an optional

feature. Must have AT&T Standalone or

Converged VoIP Package to utilize

ACD Feature.

16 IVR

Integration

Support for

AT&T

Standalone

SV165 Managed support and integration for

Standalone VoIP Service with IVR.

Subject to API integration review. Only

to be procured with an AT&T CALNET

Standalone or Converged VoIP

Service.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

194

Line

Item

Feature

Name

Bidder’s Product

Identifier

Bidder’s Product Description,

Restrictions and Limitations

Converged

VoIP

17 Contact

Center

Integration

Support for

AT&T

Standalone

Converged

VoIP

SV166 Managed support and integration for

Standalone VoIP Service with Contact

Center. Subject to API integration

review. Only to be procured with an

AT&T CALNET Standalone or

Converged VoIP Service.

18 Call Center

Setup for

AT&T

Standalone

Converged

VoIP

MTS21 Call Center, Per Queue, One time.

Must be purchased with AT&T

Standalone or Converged VoIP

Services.

19 Call Center

implementa

tion

requirement

s workshop

for AT&T

Standalone

Converged

VoIP

MTS24 Call Center implementation

requirements workshop, One-Time.

Must be purchased with AT&T

Standalone or Converged VoIP

Services.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

195

27.2.3.8 Physical Security Controls

Contractor shall physically secure all data and networking facilities

through which data traverses Contractor’s WAN complying with the

physical security controls of NIST SP 800-53, ISO/IEC 27001, or equivalent

standards.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.3.9 Data Breach Reporting

If Contractor determines that a breach of data has occurred that may

involve CALNET Customer data, the nature and scope of the breach (as it

affects Customer data) shall be reported to both the Customer and the

CALNET CMO within 24 hours of that determination.

Bidder understands this requirement and shall meet or exceed it? Yes

27.2.4 Interactive Voice Response Solution

The Contractor shall provide a network based IVR solution that allows for

automated interactions with telephone callers. The interactions shall occur at

a minimum via pre-recorded voice prompts, touch-tone telephone keypad

entry, voice (speech) recognition and text-to-speech. The IVR solution shall

include the presentation of information and options, the gathering of

responses, retrieval of information by telephone callers, the transfer of a

telephone caller to the ACD and the placement of outbound calls to deliver

or gather information. The IVR solution shall include a usage-based option.

The usage charge shall be exclusive of any toll free network charges.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.4.1 Multi-Platform Integration

The solution shall provide the ability to integrate the following: telephony

interface, call processing, audio prompting, automatic speech recognition

engine, text-to-speech engine and VoiceXML, and web application servers

(WAS).

Bidder understands the Requirement and shall meet or exceed it? Yes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

196

27.2.4.2 IVR Standards

1. The Contractor's IVR solution shall meet all applicable industry

standards;

Bidder understands the Requirement and shall meet or exceed it? Yes

2. The IVR solution shall be compliant with Session Initiated Protocol

(SIP) and ENUM/DNS standards;

Bidder understands the Requirement and shall meet or exceed it? Yes

3. The IVR solution shall support Secure Sockets Layer (SSL) encrypted

IP sessions, be compliant with IP Security standards, support

encrypted call initiation and RADIUS authentication;

Bidder understands the Requirement and shall meet or exceed it? Yes

4. The Contractor shall be compliant with applicable Payment Card

Industry Data Security Standard (PCI DSS) if the IVR solution

processes cardholder data, and;

Bidder understands the Requirement and shall meet or exceed it? Yes

5. The IVR solution’s speech browser shall utilize open standards.

Communications between the IVR and the applications servers shall

utilize open standards.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.4.3 Load Balancing and Redundancy

The IVR solution shall utilize load balancing and automatic failover between

components. The IVR solution shall be geographically distributed and calls

shall be distributed across contact center locations. The IVR solution shall

utilize redundant components with a minimum of N+1 component

redundancy.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.4.4 IVR Applications

The Contractor shall offer customizable packaged IVR applications that

can be modified by the Customer without the need for custom application

development.

Bidder understands the Requirement and shall meet or exceed it? Yes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

197

27.2.4.5 IVR Services and Features

Bidder shall describe its IVR features.

Table 27.2.4.5.a – IVR Services and Features

Line

Item

Feature

Name

Feature

Description

Bidder’s Product

Description,

Restrictions and

Limitations

Bidder’s

Product

Identifier

Bidder Meets

or Exceeds?

Yes or No.

1 IVR Usage Usage charge

associated

with the IVR

solution.

ACCC240 Yes

2 IVR Usage-

Speech

Recognition

Usage charge

associated

with the IVR

solution with

speech

recognition

input.

ACCC241 Yes

The Contractor may offer additional unsolicited IVR services and features in

Table 27.2.4.5.b.

Table 27.2.4.5.b – Unsolicited IVR Services and Features

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

1 Hosted IVR

Application

Development

DTMF

Category 1

VTCAT1 Application development that includes

promotional announcements, using features

including Courtesy Transfer Connect, ANI,

DNIS processing, and standard reports.

2 Hosted IVR

Application

Development

VTCAT2 Application development associated with

simple interactive applications (e.g., a

calculation given a set of inputs). This can

include any of these features: internal

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

198

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

DTMF

Category 2

database, basic Automatic Speech

Recognition (ASR, 0-9, Y/N), DTMF responses,

and Conference Transfer Connect.

3 Hosted IVR

Application

Development

DTMF—

Category 3

VTCAT3 Application development to include more

complex interactive applications that have

no host interface but can include such

features as ADDS, FSU via web, custom ASR

grammars, voice capture, and transcription

among others.

4 Hosted IVR

Application

Development

DTMF

Category 4

VTCAT4 Application development that involves host

or routing—single interface. These

applications can interface with many

elements, including Cisco ICM/ARM, Avaya

CTI, and others.

5 Hosted IVR

Application

Development

DTMF

Category 5

VTCAT5 Application development that includes

multiple host interfaces or outbound calling

6 Hosted IVR

DTMF

applications,

60-second

transactions, 0

to 100,000

minutes

VTTT0 Hosted IVR applications that are based on

DTMF, 60-second transactions and are sized

at 0 to 100,000 minutes a month.

7 Hosted IVR

DTMF

applications,

60-second

transactions,

100,001 to

VTTT10 Hosted IVR applications that are based on

DTMF, 60-second transactions and are sized

at 100,001 to 500,000 minutes a month.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

199

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

500,000

minutes

8 Hosted IVR

DTMF

applications,

60-second

transactions,

more than

500,000

minutes

VTTT50 Hosted IVR applications that are based on

DTMF, 60-second transactions and are sized

at more than 500,000 minutes a month.

9 Hosted IVR

Bridging to

AT&T Toll free

Services

VTBR1 Hosted IVR service bridging option that will

allow three-way calls among the caller,

VoiceTone, and a third party using AT&T’s

Toll Free Services.

10 Hosted IVR

Bridging to any

8YY service

VTBR2 Hosted IVR service bridging option that will

allow three-way calls among the caller,

VoiceTone, and a third party using any non-

AT&T toll free service.

11 Hosted IVR

Bridging to

POTS

VTBR3 Hosted IVR service bridging option that will

allow three-way calls among the caller,

VoiceTone, and a third party using a POTS

line.

12 Hosted IVR

Outbound FAX

VTFX Hosted IVR service Outbound Fax option

allows the caller to request and receive info

via fax.

13 Hosted IVR

Speech Talent

VTSP Professional voice talent for custom

recordings as part of developing a custom

application. English

14 Hosted IVR

Speech Talent

VTSPFL Professional voice talent for custom

recordings as part of developing a custom

application. Foreign Language

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

200

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

15 Hosted IVR

Automatic

Speech

Recognition

(ASR)

Application

Development

Category 2

VTASR2 Application development for simple

interactive applications that include

Automatic Speech Recognition. This is for

basic ASR (0-9, Yes/No).

16 Hosted IVR

Automatic

Speech

Recognition

(ASR)

Application

Development

Category 3

VTASR3 Application development for complex

interactive applications (no host interface)

that include Automatic Speech

Recognition. This does not include Natural

Language Understanding (NLU)

applications.

17 Hosted IVR

Automatic

Speech

Recognition

(ASR)

Application

Development

Category 4

VTASR4 Application development for host or routing

(single interface) applications involving

Automatic Speech Recognition (ASR). This

does not include Natural Language

Understanding (NLU) applications

18 Hosted IVR

Automatic

Speech

Recognition

(ASR)

Application

Development

Category 5

VTASR5 Application development for multiple host

interfaces or outbound calling applications

that involve Automatic Speech Recognition

(ASR). This does not include Natural

Language Understanding (NLU)

applications.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

201

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

19 Hosted IVR

Automatic

Speech

Recognition/Di

rected Dialog

applications 0

to 100,000

minutes

VTDD0 Hosted IVR applications that are based on

ASR/Directed Dialog, 0 to 100,000 minutes a

month.

20 Hosted IVR

Automatic

Speech

Recognition/Di

rected Dialog

applications

100,001 to

500,000

minutes

VTDD10 Hosted IVR applications that are based on

ASR/Directed Dialog—100,001 to 500,000

minutes a month.

21 Hosted IVR

Automatic

Speech

Recognition/Di

rected Dialog

applications

over 500,000

minutes

VTDD50 Hosted IVR applications that are based on

ASR/Directed Dialog, over 500,000 minutes a

month.

22 Hosted IVR

Incremental

host

connectivity,

applications

with 0 to

100,000

VTHST1 Hosted IVR offers second host connectivity

(one host is included in application) for

applications with 0 to 100,000 monthly

minutes.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

202

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

monthly

minutes

23 Hosted IVR

Incremental

host

connectivity,

applications

with 100,001 to

500,000

monthly

minutes

VTHST2 Hosted IVR offers second host connectivity

(one host is included in application) for

applications with 100,001 to 500,000 monthly

minutes.

24 Hosted IVR

Incremental

host

connectivity,

applications

with over

500,000

monthly

minutes

VTHST3 Hosted IVR offers second host connectivity

(one host is included in application) for

applications with more than 500,000

monthly minutes

25 Hosted IVR

Incremental

host

connectivity,

applications

with 0 to

100,000

monthly

minutes

VTHST4 Hosted IVR offers second and third host

connectivity (one host is included in

application) for applications with 0 to

100,000 monthly minutes.

26 Hosted IVR

Incremental

host

VTHST5 Hosted IVR offers second and third host

connectivity (one host is included in

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

203

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

connectivity,

applications

with 100,001 to

500,000

monthly

minutes

application) for applications with 100,001 to

500,000 monthly minutes

27 Hosted IVR

Incremental

host

connectivity—

applications

with over

500,000

monthly

minutes

VTHST6 Hosted IVR offers second and third host

connectivity (one host is included in

application) for applications with more than

500,000 monthly minutes.

28 VoiceTone

Call Transfer to

POTS

VTPOTS Hosted IVR service with the ability to transfer

a call to a POTS line.

29 VoiceTone

Call Transfer to

non-AT&T toll

free

VTOCC Hosted IVR service with the ability to transfer

a call to a non-AT&T toll free number.

30 VoiceTone

Recording

VTREC Hosted IVR Whole Call Recording (WCR)

allows the Customer to record the entire

conversation or a portion of the call. This

service is based on up to 100 calls per day.

31 Inference IVR

Agent Service

Multiple (See

Below ID's)

32 Inference

Basic Virtual

Agent

HIVR01 This enables one (1) concurrent Virtual

Agent to be processed within Studio in DTMF

mode (no TTS & ASR) for inbound/outbound

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

204

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

interactions. Additional option to enable

bursting must be configured at setup.

33 Inference

Basic Virtual

Agent Plus

(AT&T Only)

HIVR02 This enables one (1) concurrent Virtual

Agent to be processed within Studio in DTMF

mode (with Prompt Node TTS) for

inbound/outbound interactions. Additional

option to enable bursting must be

configured at setup.

34 Inference

Standard

Virtual Agent

HIVR03 This enables one (1) concurrent Virtual

Agent to be processed within Studio with full

multiple language TTS and ASR capabilities

for inbound/outbound interactions.

Additional option to enable bursting must

be configured at setup.

35 Inference NLP

Virtual Agent

HIVR04 All the features of a Standard Virtual Agent

additionally enabled with selectable Open

Speech / Natural Language Processing

(NLP) AI capabilities (Google, IBM Watson).

Additional option to enable bursting must

be configured at setup.

36 Inference

Biometric

Enabled

Virtual Agent

HIVR05 All the features of an NLP Virtual Agent

additionally enabled with voice biometrics

for user authentication in security solutions.

Additional option to enable bursting must

be configured at setup.

37 Inference

Screen Pop 10

Agent Pack

HIVR06 The Studio "BroadWorks ScreenPoP Transfer"

function provides, on the Agent display, the

relevant caller and account information

during the call transfer.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

205

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

38 Inference

Predictive

Dialer

HIVR07 Adds predictive dialer capability to each

live agent position or seat.

39 Inference Q-

for-Me

Standard 5

Waiter Pack

HIVR08 Q-For-Me waiters are provided in multiples

of 5 and are billed monthly.

40 Inference Q-

for-Me

Premium 5

Waiter Pack

HIVR09 Q-For-Me waiters allow callers to leave a

recorded message and/or send TTS

messages of caller details to the agent prior

to callback.

41 Inference

Agent Assisted

Payments On-

Demand

HIVR11 Enables access for virtual agents using a

secure call proxy accessed through blind

transfer.

42 Inference

Agent Assisted

Payments

Always On

HIVR12 Enables access virtual agents using a secure

call proxy continuously in-line with customer

traffic.

43 Inference

Virtual Private

Network Initial

Setup

HIVR13 Initial setup fee for establishing customer

virtual private network, e.g., for enterprise

systems integration, into Inference solution.

44 Inference

Virtual Private

Network

Ongoing

HIVR14 Ongoing cost for management and

maintenance of Inference portion to VPN.

45 Inference

Custom

application

hosting

HIVR15 Support and maintenance for any custom

application or integration component

developed by Inference Assist.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

206

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

46 Inference

Partner direct

connect

Partner supply

HIVR16 Provides for termination of partner direct

connect at Inference PoP locations.

Inference connection to solution, per

Customer.

47 Inference

Partner direct

connect

Inference

supply -

copper media

HIVR17 Provides for Inference organized direct cross

connect to partner at Inference PoP

locations using copper media.

48 Inference

Partner direct

connect

Inference

supply - fiber

media

HIVR18 Provides for Inference organized direct cross

connect to partner at Inference PoP

locations using fiber media.

49 Inference

Solutions

Certified

Engineer seat

for Public

training

HIVR19 ISCE Training equips users from Enterprises

and Service Providers to take full advantage

of the Inference Studio design environment

to automate customer interactions. The two-

day training includes design detail on the

Studio service and takes the participant

through numerous worked examples and

hands-on practical sessions, culminating in a

theory and practice exam.

50 Inference

Solutions

Certified

Engineer

training

HIVR20 ISCE Training equips users from Enterprises

and Service Providers to take full advantage

of the Inference Studio design environment

to automate customer interactions. The two-

day training includes design detail on the

Studio service and takes the participant

through numerous worked examples and

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

207

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

hands-on-practical sessions, culminating in a

theory and practice exam.

51 Inference

Premium

Customer

Success

Package

HIVR21 Inference customer success team will guide

and refine your virtual agents ("VA").

Activities are undertaken by a trained

application specialist. Package entitles the

account to 30 minutes/per VA/per month.

52 Inference

Custom

application

hosting

HIVR22 Support and maintenance for any custom

application or integration component

developed by Inference Assist.

53 Inference New

Payment

Gateway

HIVR23 Implement new gateway profile type for

customer preferred payment gateway

provider within PCI compliant payment

process. Dates for Payment Gateway

release will need to be scheduled upon

mutual agreement.

54 Inference

Portal Account

HIVR24 The Portal access is included at no charge.

It provides access to the Studio environment

accessible by one or more users for

intelligent virtual agent service creation and

management. Applies only to accounts with

dedicated virtual agents.

55 Inference

Short-code

(random) SMS

number to

send and

HIVR25 Inference Short-code (random) SMS number

to send and receive bulk SMS messages.

Inference Studio SMS package is needed to

be able send/receive messages.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

208

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

receive bulk

SMS messages

56 Inference

Studio SMS

Package

HIVR26 Inference Studio SMS Package - Includes

Long Code and 250,000 SMS Messages.

Once 80% of SMS messages have been

used, a notification will be sent to give the

customer the option to order another

250,000 SMS Messages.

57 Avaya IVR

Services and

Features

Multiple (See

Below ID's)

58 Avaya

Inbound IVR

DTMF Port

AVCC33 DTMF Inbound IVR Port. The custom

programming of the client's IVR menu

system is NOT included in this price.

59 Avaya Spelling

Dialogue

Module

AVCC34 Spelling Dialog Module. This Bundle does

NOT include installation.

60 Avaya Tier 4 - 1

Lang Bundle

AVCC35 The Tier 4, 1 Language Bundle is an IVR

optional feature which can be selected in

addition to the Bundles. This item utilizes the

Tier 4 speech recognition dictionary and

allows you to choose 1 Language. This

Bundle does NOT include installation.

61 Avaya Tier 4 - 2

Lang Bundle

AVCC36 The Tier 4, 2 Language Bundle is an IVR

optional feature which can be selected in

addition to the Bundles. This item utilizes the

Tier 4 speech recognition dictionary and

allows you to choose 2 Languages. This

Bundle does NOT include installation.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

209

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

62 Avaya Tier 4 - 3

Lang Bundle

AVCC37 The Tier 4, 3 Language Bundle is an IVR

optional feature which can be selected in

addition to the Bundles. This item utilizes the

Tier 4 speech recognition dictionary and

allows you to choose 3 Languages. This

Bundle does NOT include installation.

63 Avaya Tier 3 - 1

Lang Bundle

AVCC38 The Tier 3, 1 Language Bundle is an IVR

optional feature which can be selected in

addition to the Bundles. This item utilizes the

Tier 3 speech recognition dictionary and

allows you to choose 1 Language. This

Bundle does NOT include installation.

64 Avaya Tier 3 - 2

Lang Bundle

AVCC39 The Tier 3, 2 Language Bundle is an IVR

optional feature which can be selected in

addition to the Bundles. This item utilizes the

Tier 3 speech recognition dictionary and

allows you to choose 2 Languages. This

Bundle does NOT include installation.

65 Avaya Tier 3 - 3

Lang Bundle

AVCC40 The Tier 3, 3 Language Bundle is an IVR

optional feature which can be selected in

addition to the Bundles. This item utilizes the

Tier 3 speech recognition dictionary and

allows you to choose 3 Languages. This

Bundle does NOT include installation.

66 Avaya Tier 2 - 1

Lang Bundle

AVCC41 The Tier 2, 1 Language Bundle is an IVR

optional feature which can be selected in

addition to the Bundles. This item utilizes the

Tier 2 speech recognition dictionary and

allows you to choose 1 Language. This

Bundle does NOT include installation.

67 Avaya Tier 2 - 2

Lang Bundle

AVCC42 The Tier 2, 2 Language Bundle is an IVR

optional feature which can be selected in

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

210

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

addition to the Bundles. This item utilizes the

Tier 2 speech recognition dictionary and

allows you to choose 2 Languages. This

Bundle does NOT include installation.

68 Avaya Tier 2 - 3

Lang Bundle

AVCC43 The Tier 2, 3 Language Bundle is an IVR

optional feature which can be selected in

addition to the Bundles. This item utilizes the

Tier 2 speech recognition dictionary and

allows you to choose 3 Languages. This

Bundle does NOT include installation.

69 Nice

InContact IVR

Services and

Features

Multiple (See

Below ID's)

70 CXone IVR

Quickstart

Implementatio

NIC356 Implementation and setup of the inContact

IVR- Billed as a one time (non-recurring)

charge- Implementation includes: - Up to

50 Points of Contact - Up to 25 Menu

Options - Managed Transfer / Blind

Transfer to any other number - CRM

Integration and Automated Speech

Recognition (ASR) NOT included

71 CXone IVR

Quickstart Plus

Implementatio

NIC357 Implementation and setup of the inContact

IVR with additional inclusions- Billed as a one

time (non-recurring) charge-

Implementation includes: - Up to 3

integration attributes from 1 system - Up to

150 Points of Contact - Up to 50 Menu

Options - Managed Transfer / Blind

Transfer to any other number - Automated

Speech Recognition (ASR) NOT included -

Not all CRMs included

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

211

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

72 CXone

Premium Self-

Service IVR

Implementatio

NIC358 Implementation and setup of the self-service

inContact IVR- Billed as a one time (non-

recurring) charge- Implementation includes:

- Adds integration to a single external

CRM/database - Up to 50 menu options

- Up to 3 database/Web service “calls”

(LOOKUP/PUSH/UPDATE); not all external

CRM solutions supported - Automated

Speech Recognition (ASR) NOT included -

May increase deployment timeline up to 60

days - Not all CRMs included

73 Additional

Configured

Universal Port

NIC359 Additional User Port used for IVR and voice.

74 Additional

Concurrent

Universal Port

NIC360 Additional User Port used for IVR and voice.

75 CallVU Live

Webinar Short

Course

NIC361 Configuring Collaboration flows, screens

and reporting – Basic-Participants will be

trained how to integrate the Collaboration

to configure processes, screens and

interfaces with the CRM or agent desktop-

Digital Form Builder techniques and skills –

Basic-Build new eForms from scratch and

deploy to the production-System integration

– Basic-Deployment methods, techniques

for the CallVU platform and with other

systems

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

212

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

76 CallVU Live

Webinar Long

Course

NIC362 Configuring Visual IVR flows, screens and

reporting – Advanced-Participants will be

trained how to use Visual IVR tools to

configure processes, screens and interfaces

with the IVR system and to become admin

managers and train the trainer-Configuring

Collaboration flows, screens and reporting –

Advanced-Participants will be trained how

to integrate the Collaboration to configure

processes, screens and interfaces with the

CRM or agent desktop to become admin

managers and train the trainer-Participants

will be trained how to Use Form Builder

advanced functions – templates,

validations, rules-System integration –

Advanced-Use of API Gateway

77 NICE

inContact

SmartAction

Virtual Agent

Implementatio

n Package Per

Application

NIC363 SmartAction Virtual Agent Implementation

per Application includes:-Includes design,

build, data integration, standard SIP

integration, testing, implementation, launch,

and all ongoing tuning and maintenance of

the application.-An application is defined in

scope as a single call/conversation type

that can be automated such as Intelligent

Front Door & Routing, Order Status, Inbound

Scheduling, Payments, etc..

78 SmartAction

Virtual Agent

for IVR Routing

NIC364 AI-powered Virtual Agent solutions for

conversational routing.Enabled via Inbound

IVR. Advanced routing tasks performed in

IVR. No authentication and No self-service

(can be coupled with Virtual Agent for IVR

Self-Service).Requires SmartAction Virtual

Agent for IVR Self-Service

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

213

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

79 SmartAction

Virtual Agent

for IVR Self-

Service

NIC366 AI-powered Virtual Agent solutions for

conversational self-service. - Enabled via

Inbound IVR - Self-service tasks partially or

fully completed in IVR - Billed monthly per

minute

80 Click to

Connect

Multiple (See

Below ID's)

81 Click to

Connect

Application

Development

DTMF

Category 1

CTC01 Click to Connect Application Development

DTMF Category 1

82 Click to

Connect DTMF

applications,

60-second

transactions, 0

to 100,000

minutes

CTC06 Click to Connect DTMF applications, 60-

second transactions, 0 to 100,000 minutes

83 Click to

Connect DTMF

applications,

60-second

transactions,

100,001 to

500,000

minutes

CTC07 Click to Connect DTMF applications, 60-

second transactions, 100,001 to 500,000

minutes

84 Click to

Connect DTMF

applications,

60-second

CTC08 Click to Connect DTMF applications, 60-

second transactions, more than 500,000

minutes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

214

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

transactions,

more than

500,000

minutes

85 Click to

Connect

Bridging to

AT&T Toll free

Services

CTC09 Click to Connect Bridging to AT&T Toll free

Services

86 Click to

Connect

Bridging to any

8YY service

CTC10 Click to Connect Bridging to any 8YY service

87 Click to

Connect

Bridging to

POTS

CTC11 Click to Connect Bridging to POTS

88 Click to

Connect

Automatic

Speech

Recognition

(ASR)

Application

Development

Category 2

CTC12 Click to Connect Automatic Speech

Recognition (ASR) Application Development

Category 2

89 Click to

Connect

Automatic

Speech

Recognition

(ASR)

CTC13 Click to Connect Automatic Speech

Recognition (ASR) Application Development

Category 3

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

215

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

Application

Development

Category 3

90 Click to

Connect

Automatic

Speech

Recognition

(ASR)

Application

Development

Category 4

CTC14 Click to Connect Automatic Speech

Recognition (ASR) Application Development

Category 4

91 Click to

Connect

Automatic

Speech

Recognition

(ASR)

Application

Development

Category 5

CTC15 Click to Connect Automatic Speech

Recognition (ASR) Application Development

Category 5

92 Click to

Connect

Automatic

Speech

Recognition/Di

rected Dialog

applications 0

to 100,000

minutes

CTC16 Click to Connect Automatic Speech

Recognition/Directed Dialog applications 0

to 100,000 minutes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

216

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

93 Click to

Connect

Automatic

Speech

Recognition/Di

rected Dialog

applications

100,001 to

500,000

minutes

CTC17 Click to Connect Automatic Speech

Recognition/Directed Dialog applications

100,001 to 500,000 minutes

94 Click to

Connect

Automatic

Speech

Recognition/Di

rected Dialog

applications

over 500,000

minutes

CTC18 Click to Connect Automatic Speech

Recognition/Directed Dialog applications

over 500,000 minutes

95 Click to

Connect

Incremental

host

connectivity,

applications

with 0 to

100,000

monthly

minutes

CTC19 Click to Connect Incremental host

connectivity, applications with 0 to 100,000

monthly minutes

96 Click to

Connect

Incremental

host

CTC20 Click to Connect Incremental host

connectivity, applications with 100,001 to

500,000 monthly minutes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

217

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

connectivity,

applications

with 100,001 to

500,000

monthly

minutes

97 Click to

Connect

Incremental

host

connectivity,

applications

with over

500,000

monthly

minutes

CTC21 Click to Connect Incremental host

connectivity, applications with over 500,000

monthly minutes

98 Click to

Connect

Incremental

host

connectivity,

applications

with 0 to

100,000

monthly

minutes

CTC22 Click to Connect Incremental host

connectivity, applications with 0 to 100,000

monthly minutes

99 Click to

Connect

Incremental

host

connectivity,

applications

with 100,001 to

CTC23 Click to Connect Incremental host

connectivity, applications with 100,001 to

500,000 monthly minutes

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

218

Line

Item

Feature Name Bidder’s

Product

Identifier

Bidder’s Product Description, Restrictions

and Limitations

500,000

monthly

minutes

100 Click to

Connect

Incremental

host

connectivity -

applications

with over

500,000

monthly

minutes

CTC24 Click to Connect Incremental host

connectivity -applications with over 500,000

monthly minutes

27.2.4.6 IVR Summary Reporting

The Contractor shall provide summary reporting that provides information

on the caller, average call duration, caller opt out (transfer) and disposition

of the calls within the IVR application on a daily, weekly and monthly basis.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.4.7 IVR Commercial Reports

Contractor shall provide any IVR reports that are available with its

commercial offerings.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.2.5 Contact Center Geographic Service Areas

The Contractor shall provide the service where commercially available

through Contractor owned facilities, third-party agreements, and as

allowed by State or Federal regulations. Commitment to provide service is

subject to facility availability as determined by the Bidder at time of bid

submission and may be reassessed by Contractor at time of service order.

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

219

Bidder understands the Requirement and shall meet or exceed it? Yes

The bidder shall indicate geographic service areas where Standard

Contact Center Services are available. The Bidder may indicate a

statewide offering or provide specific geographic locations in Table

27.2.5.a.

Bidder understands the Requirement and shall meet or exceed it? Yes

Special construction charges that may be required to provide this service are

not included in this offering or contained within the CALNET contracts and

must be acquired by the customer directly through other procurement

means.

Bidder understands the Requirement and shall meet or exceed it? Yes

Table 27.2.5.a – Standard Contact Center Service Locations

Line

Item Service Location

1 Agoura Hills

2 Alameda

3 Albany

4 Alhambra

5 Aliso Viejo

6 American Canyon

7 Anaheim

8 Anderson

9 Antioch

10 Arcadia

11 Arcata

12 Arroyo Grande

13 Arvin

14 Atascadero

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

220

Line

Item Service Location

15 Atherton

16 Atwater

17 Auburn

18 Avalon

19 Avenal

20 Bakersfield

21 Baldwin Park

22 Bell

23 Bellflower

24 Belmont

25 Belvedere

26 Benicia

27 Berkeley

28 Beverly Hills

29 Biggs

30 Blue Lake

31 Brawley

32 Brea

33 Brentwood

34 Brisbane

35 Buena Park

36 Burbank

37 Burlingame

38 Calabasas

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

221

Line

Item Service Location

39 Calexico

40 Calipatria

41 Calistoga

42 Camarillo

43 Campbell

44 Capitola

45 Carlsbad

46 Carmel-By-The-Sea

47 Carson

48 Ceres

49 Chico

50 Chino

51 Chowchilla

52 Chula Vista

53 Citrus Heights

54 Claremont

55 Clayton

56 Clearlake

57 Cloverdale

58 Coalinga

59 Colma

60 Colton

61 Commerce

62 Compton

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

222

Line

Item Service Location

63 Concord

64 Corning

65 Corona

66 Coronado

67 Corte Madera

68 Costa Mesa

69 Cotati

70 Cudahy

71 Culver City

72 Cupertino

73 Cypress

74 Daly City

75 Dana Point

76 Danville

77 Davis

78 Del Mar

79 Del Rey Oaks

80 Delano

81 Diamond Bar

82 Dinuba

83 Dixon

84 Downey

85 Dublin

86 Dunsmuir

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

223

Line

Item Service Location

87 East Palo Alto

88 El Cajon

89 El Centro

90 El Cerrito

91 El Monte

92 El Paso De Robles

93 El Segundo

94 Elk Grove

95 Emeryville

96 Encinitas

97 Escalon

98 Escondido

99 Eureka

100 Fairfax

101 Fairfield

102 Farmersville

103 Fillmore

104 Firebaugh

105 Folsom

106 Fontana

107 Fort Bragg

108 Fortuna

109 Foster City

110 Fountain Valley

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

224

Line

Item Service Location

111 Fremont

112 Fresno

113 Fullerton

114 Galt

115 Garden Grove

116 Gardena

117 Gilroy

118 Glendale

119 Glendora

120 Gonzales

121 Grand Terrace

122 Grass Valley

123 Greenfield

124 Gridley

125 Grover Beach

126 Gustine

127 Half Moon Bay

128 Hanford

129 Hawthorne

130 Hayward

131 Healdsburg

132 Hercules

133 Hermosa Beach

134 Hidden Hills

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

225

Line

Item Service Location

135 Highland

136 Hillsborough

137 Hollister

138 Holtville

139 Hughson

140 Huntington Beach

141 Huntington Park

142 Huron

143 Imperial

144 Imperial Beach

145 Inglewood

146 Ione

147 Irvine

148 Jackson

149 King City

150 Kingsburg

151 La Canada Flintridge

152 La Habra

153 La Mesa

154 La Mirada

155 La Puente

156 Lafayette

157 Laguna Beach

158 Laguna Hills

AT&T Corp.

State of California C4-DNCS-19-001-40, Am 7

Department of Technology Category 27 - Technical Requirements

226

Line

Item Service Location

159 Laguna Niguel

160 Laguna Woods

161 Lake Elsinore

162 Lake Forest

163 Lakeport

164 Lakewood

165 Lancaster

166 Larkspur

167 Lemon Grove

168 Lemoore

169 Lincoln

170 Live Oak

171 Livermore

172 Livingston

173 Lodi

174 Lomita

175 Long Beach

176 Loomis

177 Los Alamitos

178 Los Altos

179 Los Altos Hills

180 Los Angeles

181 Los Banos

182 Los Gatos

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Line

Item Service Location

183 Loyalton

184 Lynwood

185 Madera

186 Manhattan Beach

187 Marina

188 Martinez

189 Marysville

190 Maywood

191 Mendota

192 Menlo Park

193 Merced

194 Mill Valley

195 Millbrae

196 Milpitas

197 Mission Viejo

198 Modesto

199 Monrovia

200 Montague

201 Montclair

202 Montebello

203 Monterey

204 Monterey Park

205 Moorpark

206 Moraga

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Line

Item Service Location

207 Morgan Hill

208 Morro Bay

209 Mount Shasta

210 Mountain View

211 Napa

212 National City

213 Nevada City

214 Newark

215 Newman

216 Newport Beach

217 Norco

218 Norwalk

219 Novato

220 Oakdale

221 Oakland

222 Oakley

223 Oceanside

224 Ojai

225 Ontario

226 Orange

227 Orange Cove

228 Orinda

229 Orland

230 Oroville

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Line

Item Service Location

231 Oxnard

232 Pacific Grove

233 Pacifica

234 Palmdale

235 Palo Alto

236 Paradise

237 Paramount

238 Parlier

239 Pasadena

240 Petaluma

241 Pico Rivera

242 Piedmont

243 Pinole

244 Pismo Beach

245 Pittsburg

246 Placentia

247 Placerville

248 Pleasant Hill

249 Pleasanton

250 Plymouth

251 Point Arena

252 Pomona

253 Port Hueneme

254 Porterville

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Line

Item Service Location

255 Portola

256 Portola Valley

257 Poway

258 Rancho Cordova

259 Rancho Cucamonga

260 Rancho Santa Margarita

261 Red Bluff

262 Redding

263 Redondo Beach

264 Redwood City

265 Rialto

266 Richmond

267 Rio Dell

268 Ripon

269 Riverbank

270 Riverside

271 Rocklin

272 Rohnert Park

273 Rolling Hills

274 Rosemead

275 Roseville

276 Ross

277 Sacramento

278 Salinas

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Item Service Location

279 San Anselmo

280 San Bernardino

281 San Bruno

282 San Buenaventura

283 San Carlos

284 San Clemente

285 San Diego

286 San Fernando

287 San Francisco

288 San Gabriel

289 San Jose

290 San Juan Bautista

291 San Juan Capistrano

292 San Leandro

293 San Luis Obispo

294 San Marcos

295 San Marino

296 San Mateo

297 San Pablo

298 San Rafael

299 San Ramon

300 Sand City

301 Santa Ana

302 Santa Clara

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Item Service Location

303 Santa Clarita

304 Santa Cruz

305 Santa Fe Springs

306 Santa Maria

307 Santa Monica

308 Santa Rosa

309 Santee

310 Saratoga

311 Sausalito

312 Scotts Valley

313 Seaside

314 Sebastopol

315 Selma

316 Shafter

317 Shasta Lake

318 Simi Valley

319 Solana Beach

320 Soledad

321 Sonoma

322 Sonora

323 South El Monte

324 South Gate

325 South Lake Tahoe

326 South Pasadena

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Item Service Location

327 South San Francisco

328 Stanton

329 Stockton

330 Suisun City

331 Sunnyvale

332 Sutter Creek

333 Tehachapi

334 Tehama

335 Temple City

336 Thousand Oaks

337 Tiburon

338 Torrance

339 Tracy

340 Trinidad

341 Truckee

342 Tulare

343 Turlock

344 Tustin

345 Ukiah

346 Union City

347 Upland

348 Vacaville

349 Vallejo

350 Vernon

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Item Service Location

351 Villa Park

352 Visalia

353 Vista

354 Walnut Creek

355 Wasco

356 Waterford

357 Watsonville

358 Weed

359 West Covina

360 West Hollywood

361 West Los Angeles

362 West Sacramento

363 Westlake Village

364 Westminster

365 Westmorland

366 Wheatland

367 Whittier

368 Willits

369 Willows

370 Windsor

371 Winters

372 Woodlake

373 Woodland

374 Woodside

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Item Service Location

375 Yorba Linda

376 Yountville

377 Yreka

378 Yuba City

27.3 SERVICE LEVEL AGREEMENTS (SLA)

The Contractor shall provide Service Level Agreements (SLAs) as defined below.

The intent of this section is to provide Customers, CALNET Program and the

Contractor with requirements that define and assist in the management of the

SLAs. This section includes the SLA formats, general requirements, stop clock

conditions, and the Technical SLAs for the services identified in this solicitation.

27.3.1 Service Level Agreement Format

The Contractor shall adhere to the following format and include the content

as described below for each Technical SLA added by the Contractor

throughout the Term of the Contract:

1. SLA Name – Each SLA Name must be unique;

2. Definition - Describes what performance metric will be measured;

3. Measurements Process - Provides instructions how the Contractor

will continuously monitor and measure SLA performance to ensure

compliance. The Contractor shall provide details describing how

and what will be measured. Details should include source of data

and define the points of measurement within the system,

application, or network;

4. Service(s) - All applicable services will be listed in each SLA;

5. Objective(s) – Defines the SLA performance goal/parameters; and,

6. Rights and Remedies

7. Per Occurrence: Rights and remedies are paid on a per event basis

during the bill cycle; and,

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8. Monthly Aggregated Measurements: Rights and remedies are paid

once during the bill cycle based on an aggregate of events over a

defined period of time.

The Contractor shall proactively apply a credit or refund when a SLA

objective is not met. CALNET SLA Rights and Remedies do not require the

Customer to submit a request for credit or refund.

Bidder understands this Requirement and shall meet or exceed it? Yes

27.3.2 Technical Requirements versus SLA Objectives

Section 27.2 (Contact Center Services) defines the technical requirements for

each service. These requirements are the minimum parameters each Bidder

must meet in order to qualify for Contract award. Upon Contract award the

committed technical requirements will be maintained throughout the

remainder of the Contract.

Committed SLA objectives are minimum parameters which the Contractor

shall be held accountable for all rights and remedies throughout Contract

Term.

Bidder understands this Requirement and shall meet or exceed it? Yes

27.3.3 Methods of Outage Reporting: Customer or Contractor

There are two methods in which CALNET service failures or quality of service

issues may be reported and Contractor trouble tickets opened: Customer

reported or Contractor reported.

The first method of outage reporting results from a Customer reporting service

trouble to the Contractor’s Customer Service Center via phone call or

opening of a trouble ticket using the on-line Trouble Ticket Reporting Tool

(SOW Business Requirements Section G.10.4, Trouble Ticket Reporting Tool

(TTRT)).

The second method of outage reporting occurs when the Contractor opens a

trouble ticket as a result of network/system alarm or other method of service

failure identification. In each instance the Contractor shall open a trouble

ticket using the Trouble Ticket Reporting Tool (SOW Business Requirements

Section G.10.4) and monitor and report to Customer until service is restored.

Bidder understands this Requirement and shall meet or exceed it? Yes

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27.3.4 Bidder Response to Service Level Agreements

Many of the Service Level Agreements described below include multiple

objective levels – Basic, Standard and Premier. Bidders shall indicate one

specific objective level they are committing to for each service in space

provided in the “Objective” section of each SLA description.

Bidder understands this Requirement and shall meet or exceed it? Yes

27.3.5 Contractor SLA Management Plan

Within 90 calendar days of Contract award, the Contractor shall provide

CALNET CMO with a detailed SLA Management Plan that describes how the

Contractor will manage the Technical SLAs for services in this IFB. The SLA

Management plan shall provide processes and procedures to be

implemented by the Contractor. The SLA Management Plan shall define the

following:

1. Contractor SLA Manager and supporting staff responsibilities;

2. Contractor’s process for measuring objectives for each SLA. The

process shall explain how the Contractor will continuously monitor

and measure SLA performance to ensure compliance. The

Contractor shall provide details describing how and what will be

measured. Details should include source of data and define the

points of measurement within the system, application, or network;

3. Creation and delivery of SLA Reports (SOW Business Requirements

Section G.10.5). The Contractor shall include a sample report in

accordance with SOW Business Requirements Section G.10.5, SLA

Reports for the following: SLA Service Performance Report (SOW

Business Requirements Section G10.5.1), SLA Provisioning Report

(SOW Business Requirements Section G.10.5.2), SLA Catastrophic

Outage Reports (SOW Business Requirements Section G.10.5.3), and

Trouble Ticket and Provisioning/SLA Credit Report (SOW Business

Requirements Section G.10.5.4). The Contractor shall commit to a

monthly due date. The reports shall be provided to the CALNET

Program via the Private Oversight Website (SOW Business

Requirements Section G.10.2);

4. SLA invoicing credit and refund process;

5. Contractor SLA problem resolution process for SLA management

and SLA reporting. The Contractor shall provide a separate process

for Customers and CALNET Program; and,

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6. Contractor SLA Manager to manage all SLA compliance and

reporting. The Contractor shall include SLA Manager contact

information for SLA inquiries and issue resolution for Customer and

CALNET Program.

Bidder understands this Requirement and shall meet or exceed it? Yes

27.3.6 Technical SLA General Requirements

The Contractor shall adhere to the following general requirements which

apply to all CALNET Technical SLAs (Section 27.3.8):

1. With the exception of the Provisioning SLA (Section 27.3.8.7), the

total SLA rights and remedies for any given month shall not exceed

the sum of 100% of the Total Monthly Recurring Charges (TMRC).

Services with usage charges shall apply the Average Daily Usage

Charge (ADUC) in addition to any applicable TMRC rights and

remedies;

2. If a circuit or service fails to meet one or more of the performance

objectives, only the SLA with the largest monthly Rights and

Remedies will be credited to the Customer, per event;

3. The Contractor shall apply CALNET SLAs and remedies for services

provided by Subcontractors and/or Affiliates;

4. The Definition, Measurement Process, Objectives, and Rights and

Remedies shall apply to all services identified in each SLA. If a

Category or Subcategory is listed in the SLA, then all services under

that Category or Subcategory are covered under the SLA.

Exceptions must be otherwise stated in the SLA; and,

5. TMRC rights and remedies shall include the service, option(s), and

feature(s) charges.

Bidder understands this requirement and shall meet or exceed it? Yes

6. The Contractor shall proactively and continuously monitor and

measure all Technical SLA objectives.

Bidder understands this requirement and shall meet or exceed it? Yes

7. The Contractor shall proactively credit all rights and remedies to the

Customer within 60 calendar days of the trouble resolution date on

the trouble ticket or within 60 calendar days of the Due Date on the

Service Request for the Provisioning SLA.

Bidder understands this requirement and shall meet or exceed it? Yes

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8. To the extent that Contractor offers additional SLAs, or SLAs with

more advantageous rights and/or remedies for same or similar

services offered through tariffs, online service guides, or other

similarly situated government contracts (Federal, State, County,

City), The State will be entitled to the same rights and/or remedies

therein. The Contractor shall present the SLAs to CALNET Program for

possible inclusion via amendments;

9. The Contractor shall apply CALNET DNCS SLAs and remedies to

services provided in all areas the Contractor provides service

and/or open to competition (as defined by the CPUC). Any SLAs

and remedies negotiated between Contractor and Incumbent

Local Exchange Carriers in territories closed to competition shall be

passed through to the CALNET DNCS Customer;

10. The election by CALNET Program of any SLA remedy covered by this

Contract shall not exclude or limit CALNET Program or any

Customer's rights and remedies otherwise available within the

Contract or at law or equity;

11. The Contractor shall apply rights and remedies when a service fails

to meet the SLA objective even when backup or protected services

provide Customer with continuation of services;

12. The Contractor shall act as the single point of contact in

coordinating all entities to meet the State’s needs for provisioning,

maintenance, restoration and resolution of service issues or that of

their Subcontractors, Affiliates or resellers under this Contract;

13. The Customer Escalation Process and/or the CALNET CMO

Escalation Process shall be considered an additional right and

remedy if the Contractor fails to resolve service issues within the SLA

objective(s);

14. Trouble reporting and restoration shall be provided 24x7 for CALNET

services;

Bidder understands this requirement and shall meet or exceed it? Yes

15. SLAs apply 24 x 7 unless SLA specifies an exception;

16. Contractor invoices shall clearly cross reference the SLA credit to

the service Circuit ID in accordance with SOW Business

Requirements Section G.6;

Bidder understands this requirement and shall meet or exceed it? Yes

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17. The Contractor shall provide a CALNET DNCS SLA Manager

responsible for CALNET DNCS SLA compliance. The SLA Manager

shall attend regular meetings and be available upon request to

address CALNET Program SLA oversight, report issues, and problem

resolution concerns. The CALNET DNCS SLA Manager shall also

coordinate SLA support for Customer SLA inquiries and issue

resolution;

18. The Contractor shall provide Customer and CALNET Program

support for SLA inquiries and issue resolution; and,

19. Any SLAs and remedies negotiated between Contractor and third

party service provider in territories closed to competition shall be

passed through to the CALNET DNCS Customer.

Bidder understands the requirements and shall meet or exceed them? Yes

27.3.7 Trouble Ticket Stop Clock Conditions

Only the following conditions shall be allowed to stop the duration of the

Service Level Agreements. The Contractor shall document durations using the

Stop Clock Condition (SCC) listed in Table 27.3.7.a, which must include start

and stop time stamps in the Contractor’s Trouble Ticket Reporting Tool (SOW

Business Requirements Section G.10.4) or Customer provisioning Service

Request for each application of an SCC.

Bidder understands the requirements and shall meet or exceed them? Yes

The Contractor shall not consider “cleared while testing” or “no trouble

found” as a SCC.

Bidder understands the requirements and shall meet or exceed them? Yes

Contractor observation timeframes, not requested by End-User, after incident

resolution shall not be included in Outage Duration reporting.

Bidder understands the requirements and shall meet or exceed them? Yes

Note: The Glossary (SOW Appendix A) defines term “End-User” as the

“individual within an Entity that is receiving services and/or features provided

under the Contract.”

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Table 27.3.7.a – Stop Clock Conditions (SCC)

Line

Item Stop Clock Condition (SCC) SCC Definition

1 END-USER REQUEST Periods when a restoration or testing effort is

delayed at the specific request of the End-User.

The SCC shall exist during the period the

Contractor was delayed, provided that the End-

User’s request is documented and time stamped

in the Contractor’s trouble ticket or Service

Request system and shows efforts are made to

contact the End-User during the applicable Stop

Clock period.

2 OBSERVATION Time after a service has been restored but End-

User request ticket is kept open for observation. If

the service is later determined by the End-User to

not have been restored, the Stop Clock shall

continue until the time the End-User notifies the

Contractor that the Service has not been restored.

3 END-USER NOT AVAILABLE Time after a service has been restored but End-

User is not available to verify that the Service is

working. If the service is later determined by the

End-User to not have been restored, the Stop

Clock shall apply only for the time period between

Contractor’s reasonable attempt to notify the

End-User that Contractor believes the service has

been restored and the time the End-User notifies

the Contractor that the Service has not been

restored.

4 WIRING Restoration cannot be achieved because the

problem has been isolated to wiring that is not

maintained by Contractor or any of its

Subcontractors or Affiliates. If it is later determined

the wiring is not the cause of failure, the SCC shall

not apply.

5 POWER Trouble caused by a power problem outside of

the responsibility of the Contractor.

6 CUSTOMER PROVISIONING

DELAY

Delays to Provisioning caused by lack of

Customer’s building entrance Facilities, conduit

structures that are the Customer’s responsibilities or

Extended demarcation wiring. If the Service

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Line

Item Stop Clock Condition (SCC) SCC Definition

Providing Contractor has been contracted by the

Customer for extended demarcation, this SCC

shall not apply to missed dates/times. The

Customer Provisioning Delay SCC is restricted to

Provisioning SLAs only.

7 ACCESS Limited access or contact with End-User provided

the Contractor documents in the trouble ticket

several efforts to contact End-User for the

following:

a. Access necessary to correct the problem is

not available because access has not been

arranged by site contact or End-User

representative;

b. Site contact refuses access to technician

who displays proper identification;

c. Customer provides incorrect site contact

information which prevents access,

provided that Contractor takes reasonable

steps to notify End-User of the improper

contact information and takes steps to

obtain the correct information; or,

d. Site has limited hours of business that directly

impacts the Contractor’s ability to resolve

the problem.

If it is determined later that the cause of the

problem was not at the site in question, then the

Access SCC shall not apply.

8 STAFF Any problem or delay to the extent caused by

End-User’s staff that prevents or delays

Contractor’s resolution of the problem. In such

event, Contractor shall make a timely request to

End-User staff to correct the problem or delay and

document in trouble ticket.

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Line

Item Stop Clock Condition (SCC) SCC Definition

9 APPLICATION End-User software applications that interfere with

repair of the trouble.

10 CPE Repair/replacement of Customer Premise

Equipment (CPE) not provided by Contractor if the

problem has been isolated to the CPE. If

determined later that the CPE was not the cause

of the service outage, the CPE SCC will not apply.

11 NO RESPONSE Failure of the trouble ticket originator or

responsible End-User to return a call from

Contractor’s technician for on-line close of trouble

tickets after the Service has been restored as long

as Contractor can provide documentation in the

trouble ticket substantiating the communication

from Contractor’s technician.

12 MAINTENANCE An outage directly related to any properly

performed scheduled maintenance or upgrade

scheduled for CALNET DNCS service. Any such

stop clock condition shall not extend beyond the

scheduled period of the maintenance or

upgrade. SLAs shall apply for any maintenance

caused outage beyond the scheduled

maintenance period. Outages occurring during a

scheduled maintenance or upgrade period and

not caused by the scheduled maintenance shall

not be subject to the Maintenance SCC.

13 THIRD PARTY Any problem or delay caused by a third party not

under the control of Contractor, not preventable

by Contractor, including, at a minimum, cable

cuts not caused by the Contractor. Contractor’s

Subcontractors and Affiliates shall be deemed to

be under the control of Contractor with respect to

the equipment, services, or Facilities to be

provided under this Contract.

14 FORCE MAJEURE Force Majeure events, as defined in the eVAQ

General Provisions - Telecommunications, Section

28 (Force Majeure).

15 CUSTOMER ENVIRONMENTAL An outage directly caused by customer premise

environmental conditions, which are outside the

control and responsibility of the Contractor. This

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Line

Item Stop Clock Condition (SCC) SCC Definition

includes a non-secured location, excessive heat or

lack of cooling. If determined later that the

environmental conditions were not the cause of

the service outage, or a result of the Contractor

modifying Contractor provided equipment

without Customer’s approval, the Customer

Environmental SCC will not apply.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.3.8 Technical Service Level Agreements (SLA)

27.3.8.1 Availability (M-S)

SLA Name: Availability

Definition:

The percentage of time a CALNET Contact Center service is fully functional

and available for use each calendar month.

Measurement Process:

The monthly Availability Percentage shall be based on the accumulative

total of all Unavailable Time derived from all trouble tickets closed, for the

individual affected service (per Circuit ID or Service ID), per calendar

month. The monthly Availability Percentage equals the Scheduled Uptime

per month less Unavailable Time per month divided by Scheduled Uptime

per month multiplied by 100. Scheduled Uptime is based on 24 x number of

days in the month. All Unavailable Time applied to other SLAs, which results

in a remedy, will be excluded from the monthly accumulated total.

Services:

Contact Center Service

Objectives:

The objective will be based on the access type identified in the table

below:

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Access Type

Basic

(B)

Standard

(S)

Premier

(P)

Bidder’s

Objective

Commitment

(B, S or P)

Contact Center Service ≥ 99.2% ≥ 99.5% ≥ 99.9%

Rights and Remedies:

1. Per Occurrence:

• End-User Escalation Process

• CALNET CMO Escalation Process

2. Monthly Aggregated Measurements:

• First month to fail to meet the committed SLA objective shall

result in a 15% credit or refund of the TMRC.

• The second consecutive month to fail to meet the committed

SLA objective shall result in a 30% credit or refund of TMRC.

• Each additional consecutive month to fail to meet the

committed SLA objective shall result in a 50% credit or refund

of the TMRC.

Bidder understands the requirements and shall meet or exceed them? Yes

27.3.8.2 Catastrophic Outage 2 (CAT 2) (M-S)

SLA Name: Catastrophic Outage 2 (CAT 2)

Definition:

Any failure of any part of the Contact Center architecture components

(hardware, software, interconnection of components) based on a

common cause that results in a Contact Center service feature failure at

more than one Contact Center location.

Measurement Process:

The Outage Duration begins when a network alarm is received by the

Contractor from the outage-causing event or the opening of a trouble

ticket by the Customer or Contractor, whichever occurs first. Upon

notification from the Customer or network alarm, the Contractor shall

compile a list for each End-User service affected by the common cause for

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tracking and reporting of the SLA rights and remedies. Outage Duration

shall be measured on a per-End-User service seat and service basis from

information recorded from the network equipment/system or a Customer

reported trouble ticket. Each End-User seat or service feature is deemed

out of service from the first notification until the Contractor determines the

End-User service is restored. Any End-User service reported by the End-

User/Customer as not having been restored shall have the outage time

adjusted to the actual restoration time.

Services:

Contact Center Service

Objectives:

The objective restoral time will be:

Type

Basic

(B)

Standard

(S)

Premier

(P)

Bidder’s

Objective

Commitment

(B, S or P)

Contact Center Service

≤ 1

Hour

≤ 30

Minutes

≤ 15

Minutes

Rights and Remedies:

1. Per Occurrence:

• 100% credit or refund of the TRMC and ten Business Days of

ADUC when usage applies for each End-User service not

meeting the committed objective for each CAT 2 fault.

2. Monthly Aggregated Measurements:

• N/A

Bidder understands the requirements and shall meet or exceed them? Yes

27.3.8.3 Catastrophic Outage 3 (CAT 3) (M-S)

SLA Name: Catastrophic Outage 3 (CAT 3)

Definition:

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The total loss of a Contractor’s IVR and/or ACD service on a system wide

basis.

Measurement Process:

The Outage Duration begins when a network alarm is received by the

Contractor from an outage-causing event or the opening of a trouble

ticket by the Customer or the Contractor, whichever occurs first. Upon

notification from the Customer or network alarm, the Contractor shall open

a trouble ticket and compile a list for each End-User seat and service

feature affected by the common cause for tracking and reporting of the

SLA rights and remedies. Outage Duration shall be measured on a per-End-

User service basis from information recorded from the network

equipment/system or trouble ticket. Each End-User seat and service feature

is deemed out of service from the first notification until the Contractor

determines the End-User service is restored. Any End-User service reported

by the End-User/Customer as not having been restored shall have the

outage time adjusted to the actual restoration time.

Services:

IVR and ACD Services

Objectives:

The objective restoral time will be:

Type

Basic

(B)

Standard

(S)

Premier

(P)

Bidder’s

Objective

Commitment

(B or P)

IVR and/or ACD Service

≤ 30

Minutes N/A

≤ 15

Minutes

Rights and Remedies:

1. Per Occurrence:

• 100% credit or refund of the TMRC and ten Business Days of

ADUC, when usage applies for each End-User seat and

service feature not meeting the committed objective for

each CAT 3 fault.

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2. Monthly Aggregated Measurements:

• N/A

Bidder understands the requirements and shall meet or exceed them? Yes

27.3.8.4 Contact Service Outage (M-S)

SLA Name: Contact Center Service Outage

Definition:

The loss of a Contact Center service feature at a single End-User location.

Measurement Process:

The Outage duration begins when an application alarm/other fault

indicator is received by the Contractor from an outage-causing event or

the opening of a trouble ticket by a Customer, or the Contractor,

whichever occurs first. Upon notification from the Customer or application

alarm, the Contractor shall compile a list for each End-User seat and

feature at the End-User location for tracking and reporting of SLA rights and

remedies. Each seat and feature is deemed out of service from the first

notification until the Contractor determines all End-User seats and features

are restored minus SCC. Any seat or feature reported by End-

User/Customer as not having been restored shall have the outage time

adjusted to the actual restoration time.

Services:

Contact Center Services

Objectives:

The objective restoral time shall be:

Type

Basic

(B)

Standard

(S)

Premier

(P)

Bidder’s

Objective

Commitment

(B, S or P)

Contact Center

Services ≥ 6 hours ≥ 4 hours ≥ 2 hours

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Rights and Remedies:

1. Per Occurrence:

• 20% credit or refund of the TRMC and two Business Days of

ADUC, when usage applies, for each Contact Center seat

and service/feature impacted by the service failure.

2. Monthly Aggregated Measurements:

• N/A

Bidder understands the requirements and shall meet or exceed them? Yes

27.3.8.5 Excessive Outage (M-S)

SLA Name: Excessive Outage

Definition:

Any failure that prevents full functionality of the service that remains

unresolved for more than the committed objective level.

Measurement Process:

This SLA is based on trouble ticket Unavailable Time. The circuit or service is

not fully functional during the time the trouble ticket is reported as opened

until restoration of the service, minus SCC. If the Customer reports a partial

or complete service that is not fully functional and remains unresolved after

the closure of the trouble ticket by the Contractor, the Unavailable Time

shall be adjusted to the actual restoration time.

Services:

Contact Center Services

Objectives:

The Unavailable Time objective shall not exceed:

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Access Type

Basic

(B)

Standard

(S)

Premier

(P)

Bidder’s

Objective

Commitment

(B, S or P)

Contact Center Services

≤ 16

Hours

≤ 12

Hours

≤ 8

Hours

Rights and Remedies:

1. Per Occurrence:

• 100% credit or refund of the TMRC and ten Business Days of

ADUC, when usage applies for each seat and service feature

out of service for a period greater than the committed

objective level.

• Upon request from the Customer or the CALNET Program, the

Contractor shall provide a briefing on the excessive outage

restoration.

2. Monthly Aggregated Measurements:

• N/A

Bidder understands the requirements and shall meet or exceed them? Yes

27.3.8.6 Notification

SLA Name: Notification

Definition:

The Contractor notification to the CALNET Program and designated

stakeholders in the event of a CAT 2 or CAT 3 failure, terrorist activity, threat

of natural disaster, or actual natural disaster which results in a significant loss

of telecommunication services to CALNET DNCS End-Users or has the

potential to impact services in a general or statewide area. The State

understands initial information requiring the nature of the outage may be

limited.

Measurement Process:

The Contractor shall adhere to the Network Outage Response requirements

(SOW Business Requirements Section G.3.3, Network Outage Response) and

notify the CALNET Program and designated stakeholders for all CAT 2 and

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CAT 3 Outages or for network outages resulting in a significant loss of

service. Notification objectives will be based on the start time of the

outage failure determined by the opening of a trouble ticket or network

alarm, whichever occurs first. For events based on information such as

terrorist activity or threat of natural disaster, the Contractor shall notify the

CALNET Program and designated stakeholder when information is

available for dissemination to the Customers.

Services:

All services

Objectives:

Within 60 minutes of the above mentioned failures’ start time, the

Contractor shall notify the CALNET Program and designated stakeholders

using a method defined in SOW Business Requirements, Network Outage

Response.

At 60-minute intervals, updates shall be given on the above-mentioned

failures via the method defined in SOW Business Requirements, Network

Outage Response.

This objective is the same for Basic, Standard and Premier Commitments.

Rights and Remedies:

1. Per Occurrence:

• Senior Management Escalation

2. Monthly Aggregated Measurements:

• N/A

Bidder understands the requirements and shall meet or exceed them? Yes

27.3.8.7 Provisioning (M-S)

SLA Name: Provisioning

Definition:

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Provisioning shall include new services, moves, adds and changes,

completed by the Contractor on or before the due dates. The Provisioning

SLA shall be based on committed installation intervals established in this SLA

or due dates negotiated between the Customer and the Contractor

documented on the Contractor’s order confirmation notification or

Contracted Project Work SOW in accordance with SOW Business

Requirements Section G.2.5.4, Provisioning and Implementation. The

Contractor shall meet the committed interval dates or due date

negotiated with the Customer. If the Customer agrees to a negotiated due

date, the negotiated due date supersedes the committed interval. At the

Customer’s discretion, if the scope of the Service Request(s) meets the

Coordinated or Managed Project criteria, negotiated due dates will be

established and documented in the Project Timeline per SOW Business

Requirements Section G.8, Contracted Service Project Work.

Provisioning SLAs have two objectives:

Objective 1: Individual service installation; and,

Objective 2: Successful Install Monthly Percentage by service type.

Note: Provisioning timelines include extended demarcation wiring

when appropriate.

Measurement Process:

Objective 1: Individual Service Installations: Install intervals are based on the

committed installation intervals established in this SLA or due dates

negotiated between the Customer and the Contractor. This objective

requires the Contractor to meet the due date for each individual service

installation. This includes individual circuit/service/seat level installations for

Coordinated and Managed Projects.

Objective 2: Successful Install Monthly Percentage per Service Type: The

Contractor shall sum all individual installations per service, as listed below,

meeting the objective in the measurement period and divide by the sum of

all individual service installations due per service in the measurement

period and multiply by 100 to equal the percentage of service installations

completed on time. The Contractor must meet or exceed the objective

below in order to avoid the rights and remedies.

Services:

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Features must be installed in conjunction with the service except when

listed below:

Service

Committed Interval

Days

Coordinated/Managed

Project

Contact Center

Services N/A

Coordinated/Managed

Project

Objectives:

Objective 1: Individual service installation: Service provisioned on or

before the due date per installation Service Request.

Objective 2: Monthly Average percent by service type:

Service Type

Basic

(B)

Standard

(S)

Premier

(P)

Bidder’s

Objective

Commitment

(B or P)

Contact Center Services

≤ 90% N/A ≤ 95%

Rights and Remedies:

1. Per Occurrence:

• Objective 1: Individual service installations: 50% of installation

fee credited to the Customer for any missed committed

objective.

2. Monthly Aggregated Measurements:

• Objective 2: 100% of the installation fee credited to the

Customer for all service installations (per service type) that did

not complete within the committed objective during the

month if the Successful Install Monthly Percentage is below

the committed objective.

Bidder understands the requirements and shall meet or exceed them? Yes

27.3.8.8 Unsolicited Service Enhancement SLAs

All unsolicited service enhancements shall be considered a feature of the

service, and therefore shall be included as such under the SLAs as defined

in this section.

Bidder understands the Requirement and shall meet or exceed it? Yes

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27.3.8.9 Proposed Unsolicited Offerings

The contractor shall provide SLAs as defined in SLA Section 27.3.8 for each

unsolicited offering determined by the CALNET CMO not to be a feature of

a service or a component of an unbundled service identified in the

technical requirements. SLA tables shall be amended after Contract award

to include all new unsolicited services.

Bidder understands the Requirement and shall meet or exceed it? Yes

27.3.8.10 Contract Amendment Service Enhancement SLAs

All Contract amendment service enhancements shall be considered a

feature of the service, therefore included as such under the SLAs as defined

in Section 27.3.8.

Bidder understands the Requirement and shall meet or exceed it? Yes