Networx Unit Pricer

CCS Technical Summary

Call Center/Customer Contact Center Services (CCS) provides a cost effective multi-media contact center solution to enable Agencies to efficiently and effectively deliver customer service to their clientele across multiple contact channels (voice, fax, email, and Internet website, etc) by providing a single network call queue or multiple call queues (where applicable). The Call Queue Management Service of the CSS provides real-time management of routing and distribution of multi-media calls from multiple channels to the call center. CCS is available for single site, multiple site, and enterprise wide Agency contact centers.

CCS may be used in conjunction with Toll Free and other network services to facilitate Agency communications with the general public, businesses, and other Agencies. Along with the Call Queue Management Service, CCS provides a Call Answering Service that enables Agencies to utilize contractor provided resources to respond to caller inquiries. The call answering resources can be situated at either an Agency location(s) or a contractor location(s).

CCS is an application layer service that will interoperate with Internet and Public Switched Telephone Network (PSTN) using underlying network service(s) and their interfaces to deliver customer service capabilities. CCS may be ordered as a domestic (CONUS and OCONUS) or non-domestic service. The majority of contractor's support platforms are located in CONUS and the geographical scope for the local, national, and international coverage will vary with the contractor's network.

The diagram below shows a typical CCS configuration.

CCS provides a wide range of mandatory and optional Technical Capabilities and Service Functionalities which are described in detail in Section C.2.11.2.1.4 of the Networx Contracts. The following is a brief summary of these capabilities.

1. Delivery Methods. CCS provides five independent service delivery methods listed below. Three are service delivery methods for Call Management service and two for Call Answering service:

1. Contractor Provided and Contractor Based (CPCB) Call Management Service.
2. Contractor Provided and Agency Based (CPAB) Call Management Service.
3. Contractor Based and Agency Provided (CBAP) Call Management Service*.
4. CCS Provided at an Agency Location (CPAL) Call Answering Service.
5. CCS Provided at a contractor Location (CPCL) Call Answering Service.

2. Call Management Service (Network Call Queue). This service provides many service management capabilities as briefly listed below:

• Management of call queue(s) for routing and distribution of contacts (calls) from multi-media channels and Prioritizing queue and contacts (calls) within the queue as required.
• Interoperating with the subscribing Agencies CCS communications channels.
• Traversing and successfully interoperating with Agency firewalls and security layers.
• Monitoring of the CCS trunks, agents, and agent groups for call quality by the authorized Agency personnel.
• Management of specific network queue, call-routing algorithms, contact center agent profiles, and reports. At a minimum, capabilities will include Authentication with password protection, performing scheduled and real time changes, and viewing the CCS configuration, Audit trail and change log history.
• Providing a wide variety of required real time, periodic, historic logs and reports.
• Transmitting and delivering music on hold (or recordings) to the originating caller.
• Performing a "Discovery Session" with key stakeholders to gather information required to meet the Agencies CCS needs.
• Supplying terminal devices (e.g. phones, IP phones, softphones, etc.) required for delivery of CCS if requested by the subscribing Agency.
• Accommodating Agency contact center closings by providing announcements, messages, or re-routing of contacts.

3. Call Answering Service - Capabilities include complete turnkey call center operation, including the appropriate network services, technology, personnel, business processes and workflows, training, and reporting to respond to caller inquiries and meet pre-determined performance.

4. Call Answering Resources - Capabilities included are briefly listed below:

• Call answering resources, as needed.
• The required deliverables such as Project Plan, Migration Plan, Staffing Plan, Training Plan, Call Center Management Plan, Continuity of Operations Plan (COOP), Security Plan, Quality Assurance (QA) Plan, and Monthly Status Report.

CCS also provides a wide range of service features that are listed below and described in the Networx Contracts Section C.2.11.2.2.1 of the Networx Contracts.

1. Call Recording and Monitoring.
2. Collaborative Browsing.
3. Computer Telephony Integration (CTI).
4. Customer Contact Application.
5. E Mail Response Management.
6. Interactive Voice Response (IVR).
7. IVR - Agency Based Database (Host Connect).
8. IVR - Office Locator database.
9. IVR - Speech Recognition.
10. Language Interpretation Service.
11. Outbound Dialer.
12. Text Chat (Web Chat).
13. Web Call Back.
14. Web Call Through.
15. Workforce Management.

* The optional CBAP requirement may not be provided by all Networx contractors.

CCS was not offered on the original FTS2001 contracts. Each Networx contractor may provide variations or alternatives to the offering and pricing for CCS. The specific details can be found within each contractor's Networx contract files and pricing notes for CCS.

For more information on the general CCS specifications and requirements, please refer to Section C.2.11.2 of the Networx contract for technical specifications and Section B.2.11.2 for pricing.

CCS Price Basics

(CCS) provides a network-based call queue that enables the intelligent routing of calls, from multiple channels, to a call center as part of the basic service. CCS also offers an outsourced call answering service. Operations for the Call Answering service may be performed either at the Agency location or the contractor location.

There are three (3) CCS Call Management Service configurations for the basic service:

• Contractor Provided and Contractor Based (CPCB): The contractor provides the necessary components required for CCS Call Management Service. This includes, but is not limited to, hardware, software, inside wiring, and power. The components are located within the contractor's network and maintained by the contractor. Agency supplied personnel will answer calls distributed by CCS Call Management service.
• Contractor Provided and Agency Based (CPAB): The contractor provides the necessary components required for CCS Call Management Service to be located at an Agency provided location. This includes, but is not limited to, CCS hardware and software. The contractor will install, configure, and maintain the CCS equipment. The Agency will provide the power, inside wiring, and a physical location for the contractor's CCS equipment. Agency supplied personnel will answer calls distributed by CCS Call Management service.
• Contractor Based and Agency Provided (CBAP): The Agency will provide the necessary components required for CCS Call Management Service including hardware and software. The contractor provides power, inside wiring, and a physical location for the Agency provided CCS equipment. The contractor will install, configure, and maintain the Agency CCS equipment. Agency supplied personnel will answer calls distributed by CCS Call Management service.

There are two (2) CCS Call Answering Service configurations available with the basic service (if required by an Agency):

• CCS Provided at an Agency Location (CPAL): The contractor provided personnel perform operations at an Agency provided location. The Agency is responsible for providing the work space, furniture, workstation hardware, software, and all necessary building utilities required for the call center. CPCB Call Management service is included as part of CPAL.
• CCS Provided at a Contractor Location (CPCL): The contractor personnel are located and perform operations at a contractor provided location. The contractor is responsible for providing the work space, furniture, workstation hardware, software, and all necessary building utilities for the call center. CPCB Call Management service is included as part of CPCL

For all of the CCS delivery methods, a service initiation charge applies for systems design and integration and software development. CCS was not offered on the original FTS2001 contracts.

For CPCB, there is a NRC and MRC for each terminal device and a NRC and MRC for each concurrent user. A terminal device is a phone/IP phone or soft phone that is installed and configured in the contact center. A concurrent user is a call answering resource that is logged into the call routing system at the same time as other call answering resources.

The CPCB NRCs will be used by Agencies for both the initial and incremental (or subsequent) provisioning of terminal devices and concurrent users for their call center / customer contact center. The CPCB NRCs are determined from the corresponding volume bands containing the number of terminal devices or concurrent users needed. For each call center / customer contact center, the contractor determines the MRCs for each month from the corresponding volume bands that contain the maximum number of terminal devices in use or maximum number of concurrent users for that month.

Price components required for CCS CPCB:

• Underlying access and transport services, such as TFS, to provide connectivity.
• Service Initiation Charge (ICB NRC).
• Terminal Device (NRC and/or MRC per terminal device).
• Call Answering Resource (NRC and/or MRC per concurrent user).
• Features ordered as needed by the Agency:
  • Call Recording and Monitoring**.
  • Collaborative Browsing - Unstaffed.
  • Computer Telephony Integration (CTI)**.
  • Customer Contact Application - Unstaffed**.
  • E-mail Response Management - Unstaffed.
  • Interactive Voice Response (IVR) - Dedicated**.
  • Interactive Voice Response (IVR) - Shared**.
  • IVR - Agency Based Database (Host Connect)**.
  • IVR - Office Locator Database**.
  • IVR - Speech Recognition - Dedicated**.
  • IVR - Speech Recognition - Shared**.
  • Language Interpretation Service.
  • Outbound Dialer - Unstaffed.
  • Text Chat (Web Chat) - Unstaffed.
  • Web Call Back - Unstaffed.
  • Web Call Through - Unstaffed.
  • Workforce Management.
• There are no SEDs for CCS. Applicable equipment costs are included in CLIN prices. [Please note that SEDs under Networx replace the FTS2001 User-to-Network Interfaces and Access Adaptation Functions (UNIs/AAFs). SEDs may differ between Networx providers. The pricing structure for SEDs provides for either a one-time payment or monthly term payments for purchase, plus a NRC for installation, and a MRC for maintenance.]

** Some or all price components are priced on an Individual Case Basis (ICB). CLINs with ICB prices are not available in the unit pricer.

For CPAB, there is a NRC and MRC for each terminal device and a NRC and MRC for each concurrent user. The CPAB NRCs for initial provisioning are determined from the corresponding volume bands containing the number of terminal devices or concurrent users needed. For each call center / customer contact center, the contractor determines the MRCs for each month from the corresponding volume bands that contain the maximum number of terminal devices in use or maximum number of concurrent users for that month.

In addition, there is a separate NRC for the incremental provisioning of terminal devices or concurrent users. CPAB NRCs for incremental provisioning have no volume bands.

Price components required for CCS CPAB:

1. Underlying access and transport services, such as TFS, to provide connectivity.
2. Service Initiation Charge (ICB NRC).
3. Terminal Device - Initial (NRC and/or MRC per terminal device).
4. Terminal Device - Incremental (NRC per terminal device).
5. Call Answering Resource - Initial (NRC and/or MRC per concurrent user).
6. Call Answering Resource - Incremental (NRC per concurrent user).
7. Features ordered as needed by the Agency:
   1. Call Recording and Monitoring**.
   2. Collaborative Browsing - Unstaffed.
   3. Computer Telephony Integration (CTI)**.
   4. Customer Contact Application - Unstaffed**.
   5. E-mail Response Management - Unstaffed.
   6. Interactive Voice Response (IVR) - Dedicated**.
   7. IVR - Agency Based Database (Host Connect)**.
   8. IVR - Office Locator Database**.
   9. IVR - Speech Recognition - Dedicated**.
   10. Language Interpretation Service.
   11. Outbound Dialer - Unstaffed.
   12. Text Chat (Web Chat) - Unstaffed.
   13. Web Call Back - Unstaffed.
   14. Web Call Through - Unstaffed.
   15. Workforce Management.
8. There are no SEDs for CCS. Applicable equipment costs are included in CLIN prices. [Please note that SEDs under Networx replace the FTS2001 User-to-Network Interfaces and Access Adaptation Functions (UNIs/AAFs). SEDs may differ between Networx providers. The pricing structure for SEDs provides for either a one-time payment or monthly term payments for purchase, plus a NRC for installation, and a MRC for maintenance.]

   ** Some or all price components are priced on an Individual Case Basis (ICB). CLINs with ICB prices are not available in the unit pricer.

   Example 2: CPAB with 100 IP Phones and 70 Concurrent Users

   
   

   

   
   

   1. Transport: Choose Networx telecommunications service such as TFS.
   2. Service Initiation Charge: CLIN 430335 (NRC) is ICB and not available in the unit pricer.
   3. Terminal Device NRC - Initial: Choose CLIN 430023 (CPAB 30 - 115 Phone/IP Phone Device NRC per terminal device).
   4. Terminal Device MRC: Choose CLIN 430123 (CPAB 30 - 115 Phone/IP Phone Device MRC per terminal device).
   5. Terminal Device NRC - Incremental: Choose CLIN 430422 (Incremental NRC per terminal device).
   6. Call Answering Resource NRC - Initial: Choose CLIN 430029 (CPAB 20 - 75 Concurrent Users NRC per concurrent user).
   7. Call Answering Resource MRC: Choose CLIN 430129 (CPAB 20 - 75 Concurrent Users MRC per concurrent user).
   8. Call Answering Resource NRC - Incremental: Choose CLIN 430428 (Incremental NRC per concurrent user).

For CBAP the initial ICB NRC additionally includes the initial installation of any routing and distribution equipment. CBAP is priced on an ICB.

Price components required for CCS CBAP:

• Underlying access and transport services, such as TFS, to provide connectivity.
• Basic Service (ICB NRC and/or ICB MRC).
• Features ordered as needed by the Agency:
  • Call Recording and Monitoring**.
  • Collaborative Browsing - Unstaffed.
  • Computer Telephony Integration (CTI)**.
  • Customer Contact Application - Unstaffed**.
  • E-mail Response Management - Unstaffed.
  • Interactive Voice Response (IVR) - Dedicated**.
  • IVR - Agency Based Database (Host Connect)**.
  • IVR - Office Locator Database**.
  • IVR - Speech Recognition - Dedicated**.
  • Language Interpretation Service.
  • Outbound Dialer - Unstaffed.
  • Text Chat (Web Chat) - Unstaffed.
  • Web Call Back - Unstaffed.
  • Web Call Through - Unstaffed.
  • Workforce Management.
• There are no SEDs for CCS. Applicable equipment costs are included in CLIN prices. [Please note that SEDs under Networx replace the FTS2001 User-to-Network Interfaces and Access Adaptation Functions (UNIs/AAFs). SEDs may differ between Networx providers. The pricing structure for SEDs provides for either a one-time payment or monthly term payments for purchase, plus a NRC for installation, and a MRC for maintenance.]

** Some or all price components are priced on an Individual Case Basis (ICB). CLINs with ICB prices are not available in the unit pricer.

CPAL and CPCL are priced on an ICB.

Price components required for CCS CPAL and CPCL:

1. Underlying access and transport services, such as TFS, to provide connectivity.
2. Basic Service (ICB NRC and/or ICB MRC).
3. Features ordered as needed by the Agency:
   1. Call Recording and Monitoring**.
   2. Collaborative Browsing - Staffed**.
   3. Computer Telephony Integration (CTI)**.
   4. Customer Contact Application - Staffed**.
   5. E-mail Response Management - Staffed**.
   6. Interactive Voice Response (IVR) - Dedicated**.
   7. Interactive Voice Response (IVR) - Shared**.
   8. IVR - Agency Based Database (Host Connect)**.
   9. IVR - Office Locator Database**.
   10. IVR - Speech Recognition - Dedicated**.
   11. IVR - Speech Recognition - Shared**.
   12. Language Interpretation Service.
   13. Outbound Dialer - Staffed**.
   14. Text Chat (Web Chat) - Staffed**.
   15. Web Call Back - Staffed**.
   16. Web Call Through - Staffed**.
4. There are no SEDs for CCS. Applicable equipment costs are included in CLIN prices. [Please note that SEDs under Networx replace the FTS2001 User-to-Network Interfaces and Access Adaptation Functions (UNIs/AAFs). SEDs may differ between Networx providers. The pricing structure for SEDs provides for either a one-time payment or monthly term payments for purchase, plus a NRC for installation, and a MRC for maintenance.]

** Some or all price components are priced on an Individual Case Basis (ICB). CLINs with ICB prices are not available in the unit pricer.

This document only addresses the CCS service at contract award. Each Networx contractor may provide variations or alternatives to the offering and pricing for CCS. The specific details can be found within each contractor's Networx contract files and pricing notes for CCS.

For more information on the general CCS specifications and requirements, please refer to Section C.2.11.2 of the Networx contract for technical specifications and Section B.2.11.2 for pricing.