SV0161-24 Hosted Solution   3

Background
Federal Prison Industries, Inc. (FPI) was established by statute and Executive Order 6917 in 1934 with a mission to rebuild the lives of individuals and reduce recidivism.

FPI operates within the U.S. Federal Government, focusing on preparing inmates to return to society as law-abiding taxpayers with quality job skills, training, and work experience. This contract aims to provide a hosted call center system for operations in Bryan, TX and Tallahassee, FL.

Work Details
The vendor will propose a call center system accessed via the Internet for FPI SBG call centers. The scope includes installation, configuration, provision, training, and support.

Key functionality requirements include:
- Telephony and Dialing: Outbound, Inbound and Blended Telephony; Preview/Predictive/Progressive Dialing Options; Priority queuing; Softphone Compatibility; Multiple ACD and IVR Features; Outbound calling via 'dialer' configurable with multiple outbound campaigns/projects; Call Forwarding; Conditional routing based on various factors; Notification of queue status; Skills-based routing.
- Campaign/Contact Center Management: Manage multiple lead lists within a single campaign; Historical reporting; Real-time statistics and reporting; Compliance Management; Quality Assurance Tools including call recording and monitoring.
- System Accessibility: Connectivity from any Internet connection.

Period of Performance
The contract is intended to last for one year with two option years, allowing for adjustments in quantity monthly.

Place of Performance
The contract will be performed at FPC Bryan located at 1100 Ursuline Avenue, Bryan, TX 77803 and FCI Tallahassee located at 501 Capital Circle NE, Tallahassee, FL 32301.