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Call Center Modernization

ID: 304-25-1180PC • State: Texas
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Description

The Texas Comptroller of Public Accounts (CPA), an agency of the State of Texas, issues this Request for Offers (RFO) to solicit Offers from qualified vendors for Call Center Modernization and Related Services, as described in this Section II and in this RFO (Services). CPA's objective is to obtain the Services that represent the best value for CPA and the State of Texas, according to the terms and conditions of this RFO.

CPA anticipates making a contract award to one (1) Successful Respondent for the Services. CPA reserves the right not to award a Contract for the performance of all or part of the Services. This RFO is not exclusive and CPA reserves the right to issue additional solicitations regarding the Services or similar services at any time. All Respondents are encouraged to offer their best pricing at all times.

All costs associated with the Services must be included in the Respondent's Offer. Offers that do not meet all of the requirements or contain all of the required documentation specified in this RFO may be rejected as non-responsive.

- Addendum No.1 Posted February 6, 2025.

Background
The Texas Comptroller of Public Accounts (CPA), an agency of the State of Texas, is seeking qualified vendors for Call Center Modernization and Related Services through this Request for Offers (RFO).

The CPA aims to enhance its customer service capabilities by implementing a Contact Center as a Service (CCaaS) solution that meets the needs of taxpayers and improves the efficiency of CPA agents. This modernization effort is part of CPA's commitment to providing world-class contact center services, enabling taxpayers to access information and assistance through various channels, including FAQs, live chat, and virtual agents.

Work Details
The successful respondent will be responsible for migrating CPA's current call center functions to a CCaaS solution in a phased approach.

Phase 1 involves migrating existing functionalities with minimal customizations to ensure operational continuity. Key requirements include:
- Automated Call Distribution (ACD) with skills-based routing, call whispering, automatic callbacks, and integration with existing systems.
- Interactive Voice Response (IVR) capabilities that include caller authentication, data collection via DTMF input, speech recognition in English and Spanish, and detailed logging of interactions.
- Implementation of reporting and analytics tools for real-time monitoring and historical data analysis.
- A Quality Management System (QMS) that supports call recording, performance metrics assessment, and agent productivity evaluation.
- Workforce Management (WFM) integration to assist in capacity planning.
- Outbound dialing features that comply with federal regulations.
- User Interface (UI) enhancements for agent efficiency.
- Live chat functionality for internal IT support.

Phase 2 will focus on additional functionalities as CPA matures its environment. The respondent must provide detailed pricing for both phases along with clear acceptance criteria and milestones tied to payments.

Period of Performance
The contract is expected to commence on May 1, 2025, following the award date. The initial contract term is set for 24 months with three optional one-year renewal options.

Place of Performance
The services will be performed primarily at the Texas Comptroller of Public Accounts' facilities in Austin, Texas.
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Overview

Agency
Comptroller Of Public Accounts Logo Texas Comptroller of Public Accounts [TX]
Opportunity ID
304-25-1180PC
Version
1
Response Deadline
March 12, 2025 Past Due
Date Posted
Dec. 20, 2024
Est. Value Range
Experimental
$5,000,000 - $15,000,000 (AI estimate)
Source
Open
On 12/20/24 Comptroller Of Public Accounts in Texas issued Call Center Modernization and Related Services with ID 304-25-1180PC due 3/11/25.

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Documents

Posted documents for Call Center Modernization

Classifications

NAICS
561422 - Telemarketing Bureaus and Other Contact Centers
PSC
DA01 - IT And Telecom - Business Application/Application Development Support Services (Labor)

Additional Details

Class Codes
91520-Call Center Services 91549; 91549-*High Volume, Telephone Call Answering Services (See 915; 20547-*Integrated Hardware; 20591-*Servers, Microcomputer (Application, Database, File, Mail, Network, Web, Etc), Environmentally Certified Products; 20821-*Business Intelligence Software, Microcomputer; 20420-*Communication Control Units: Concentrators, Multiplexers, Couplers, Scan Converters, Etc.; 20424-*Controllers, Programmable: Industrial Control Devices, Robots, Etc.; 20888-*Software, Monitoring, Microcomputer; 83984-*Telephone Dialing And Answering Apparatus; 91585-*Telecommunication Relay Services: Text Telephone (TTY) Text; 91579-*Telecommunication Services (Not Otherwise Classified);

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