29760 RFQu Customer Service Workforce Management Software Upgrade

The North Texas Tollway Authority (NTTA) is requesting the procurement of professional services to upgrade and perform service account password changes to NTTA Verint Suite software which includes Workforce Management (WFM), Quality Monitoring (QM) voice recording, Desktop Processing and Analytics (DPA), and Speech Analytics software. All this software is exclusively used by NTTA Customer Care and Call Center to schedule and monitor agent activity and analyze why customers are calling.

Vendor to provide services to upgrade/patch and perform password changes to service account to the NTTA existing Verint PROD environment. NTTAs PROD environment which consists of eight [8] servers will need to get the following packages installed as part of the upgrade:

1. The latest HFR patch for general release
2. Latest Security Tools and Packages
3. Latest WFO & Compatibility package
4. Latest Published KB update Package
5. Latest Mandatory KB Update package

Vendor will validate the current patch level of the system to ensure any prerequisites are in place and that there are current backups of servers or a backup strategy the NTTA can put in place prior to patching or password changes. After-hour work must be added to work performed to the PROD environment. A paired down Site Acceptance Test (SAT) must be run on the environment to ensure system functionality. Vendor will consult with NTTA if no backups are currently in place based on best practices. Go-Live support work must also be added.

Product Specification

The following table describes the products, licenses, subscriptions, support services, or line items requested under this contract.

| Item | Description | Qty | Unit |
| --- | --- | --- | --- |
| Implementation Activities-Lab | Initiation, Design, Site Readiness, Software Installation, Software Configuration, and Testing | 1 | EA |
| Implementation Activities-Production | Initiation, Design, Site Readiness, Software Installation, Software Configuration, and Testing | 1 | EA |
| Business Consulting Services (BCS) | Business Consulting Services | 1 | EA |
| Verint Service Unit (VSU) | Verint Service Units | 1 | EA |
| Value Realization Services (VRS) | Value Realization Services | 1 | EA |
| Training / Enablement | Training / Enablement | 1 | EA |

To be considered for this procurement, each Bidder MUST include with their Quote Sheet all required documents and UPLOAD them on NTTA Marketplace (www.nttamarketplace.org), no later than the date and time identified above as the “Quote Due Date”. When responding, be certain to check the CONFIDENTIAL check box for each uploaded document. You must do so for each document that you would like to designate as confidential. If you fail to check this box, such document(s) will be viewable by the general public.

The term of this contract shall be 1 year from the effective date of award. Any renewal options shall be exercised solely at NTTA's discretion.

Initial pricing as listed in the Vendor's submitted pricing schedule or bid sheet shall remain fixed for all orders placed during the contract term unless otherwise approved by NTTA in writing.

This quote will remain valid for 180 days from receipt.

Sign and return this Quote Sheet. Making changes to this Quote Sheet may result in your quote being disqualified.