Common use of Customer Service and Technical Support Equipment Clause in Contracts

Customer Service and Technical Support Equipment. The following table is representative of the types of equipment and related software that the contractor shall be capable of providing for the Customer Service and Technical Support solution type. Table C-5. Customer Service and Technical Support Equipment Types Type Descriptions Automatic Call Distribution (ACD) Systems Skills-based routing, supports at least 50 agents, includes integral interactive voice response (IVR) capabilities and agent stations with screen pops; supports multi-media links with customers, call routing to remote agents, auto attendant, alarms for callers in queue, call-back message support Telephone Recorders Includes logging and a management system, allows the call center to monitor, log, review, retrieve and catalog voice and data, also quality monitoring, evaluation, reporting and coaching; graphical interface, data accessible via LAN, WAN, or Internet Auto-Dialing Standalone and integrated with ACD or other related equipment Workforce Management Calculator and scheduling software for workforce management of call center and other customer and technical support staff Customer Contact Track customer contacts, screen pops and have an information database with learning capability to support tier 1 agents in diagnosing problems, multimedia support for contacts Servers To support the various equipment types in this and other solution types such as VoIP PBXs, gateways for VoIP applications, bastion servers to implement Demilitarized Zones (DMZs), communications servers, OA&M monitoring equipment, and ACDs

Customer Service and Technical Support Equipment. ‌ The following table is representative of the types of equipment and related software that the contractor shall be capable of providing for the Customer Service and Technical Support solution type. Table C-5. Customer Service and Technical Support Equipment Types Type Descriptions Automatic Call Distribution (ACD) Systems Skills-based routing, supports at least 50 agents, includes integral interactive voice response (IVR) capabilities and agent stations with screen pops; supports multi-media links with customers, call routing to remote agents, auto attendant, alarms for callers in queue, call-back message support Telephone Recorders Includes logging and a management system, allows the call center to monitor, log, review, retrieve and catalog voice and data, also quality monitoring, evaluation, reporting and coaching; graphical interface, data accessible via LAN, WAN, or Internet Auto-Dialing Standalone and integrated with ACD or other related equipment Workforce Management Calculator and scheduling software for workforce management of call center and other customer and technical support staff Customer Contact Track customer contacts, screen pops and have an information database with learning capability to support tier 1 agents in diagnosing problems, multimedia support for contacts Servers To support the various equipment types in this and other solution types such as VoIP PBXs, gateways for VoIP applications, bastion servers to implement Demilitarized Zones (DMZs), communications servers, OA&M monitoring equipment, and ACDs