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Ingenius Interactive Voice Response Software

ID: 16PBGC20Q0053 • Type: Synopsis Solicitation

Description

The Customer Relationship Modernization Team is charged with assisting PBGC's Participant Services Department (PSD) with designing and implementing a modernized CRM solution using Microsoft Azure and Dynamics 365. The new CRM system will enable the delivery of comprehensive, multi-channel client service for both internal users and external PBGC participants. One of the requirements of the CRM system modernization effort is to enhance the Call Center CSR's efficiency by using the phone number and other information collected by Interactive Voice Response to first identify the caller, and then automatically display the caller's information in a CRM screen.

In order to meet this requirement, PBGC requires the purchase of 115 high availability InGenius software subscriptions for call agents and supervisors.

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Overview

Agency
Pension Benefit Guaranty Corporation (PBGC)
Response Deadline
July 9, 2020, 9:00 a.m. EDT (original: July 6, 2020, 1:00 p.m. EDT) Past Due
Posted
June 30, 2020, 5:31 p.m. EDT (updated: July 7, 2020, 3:26 p.m. EDT)
Set Aside
None
NAICS
541519 - Other Computer Related Services
PSC
D319 - IT And Telecom- Annual Software Maintenance Service Plans
Place of Performance
Washington, DC 20005 United States
Source
SAM
Current SBA Size Standard
$34 Million
Pricing
Likely Fixed Price
Est. Level of Competition
Average
Signs of Shaping
The solicitation is open for 8 days, below average for the Pension Benefit Guaranty Corporation.
On 6/30/20 Pension Benefit Guaranty Corporation issued Synopsis Solicitation 16PBGC20Q0053 for Ingenius Interactive Voice Response Software due 7/9/20. The opportunity was issued full & open with NAICS 541519 and PSC D319.
Primary Contact
Name
Tony Pattillo   Profile
Email
pattillo.tony@pbgc.gov
Phone
None

Secondary Contact

Name
Krista Jones   Profile
Email
jones.krista@pbgc.gov
Phone
None

Documents

Posted documents for Synopsis Solicitation 16PBGC20Q0053

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Additional Details

Source Agency Hierarchy
PENSION BENEFIT GUARANTY CORPORATION > PENSION BENEFIT GUARANTY CORPORATION > PENSION BENEFIT GUARANTY CORP
FPDS Organization Code
1665-16PBGC
Source Organization Code
100188339
Last Updated
July 10, 2020
Last Updated By
PI33_DR_IAE_51681
Archive Date
July 10, 2020