INSTRUCTIONS TO VENDORS

GENERAL GUIDELINES _Companies bidding on this RFP are encouraged to submit ideas for optional configurations and systems enhancements as appropriate. The requirements as stated in this document must be substantially met. Any alternative ideas should be included and discussed as secondary items to the primary ACD requirements. Alternate proposals and feature strategies will be accepted and evaluated as secondary to responses to meeting the business objective envisioned in the stated requirements. Responses to all proposals (five copies) are due by 4:00 PM ON FRIDAY, 01/XX/2001, and should be addressed to,

Ms. Lois Lane
Call Center Manager Response Center
12 West 21st
Street New York, New York 10010

If your system meets most of the requirements specified, but there are instances where physical or feature requirements are not fully met (such as proposed system maximum capacity is 350 lines vs. 356), your company is encouraged to respond with proposal since minor deviation from minimum requirements may be considered acceptable by I/O Marketing following comparative analyses.

You are requested to follow the outline below with appended material as appropriate.

1. Introduction

2. Overview of Company and Products Lines

3. ACD Operation

   A. System Functions

   B. Agent Position Features

   C. Supervisor Position Features

   D. CTI Integration

   E. Universal Customer Contact Integration

   F. Central Customer Contact Status Reporting

4. Management Information System Reporting

   A. System Reports

   B. Channel Reports

   B. Gate and Trunk Utilization Reporting

   C. Agent Activity Report

   D. Contact Outcome and Status

5. User Programmability Requirements

6. Voice Response System Interfaces

7. Operating Environment

8. Training

9. Maintenance...