Service Desk Telephony System Sample Clauses

Service Desk Telephony System. The Service Desk Telephony System is a Service Management System, provided by the Government to Contractor. Contractor shall manage and operate the Service Desk Telephony System to manage all calls and other contacts to the DHA Global Service Center. The Contractor shall manage and maintain the system documentation for the SMS and ensure its accuracy to support system maintenance, as directed by the Government. Contractor shall be responsible for the RMF and maintain the ATO for the Service Desk Telephony System. The Contractor shall provide that all Calls may be recorded, and made available to the Government, for an agreed upon period of time. As part of the Service Desk Telephony System, Contractor shall manage and configure:  Automated call routing and call flows  Call handling logic and ongoing tuning  Queue management  Skill management  IVR logic and verbiage modification  Voice recognition database  Skill creation and modification  Computer telephony integration  Custom configuration supporting unique Customer applications and processes  Telephony System reporting The Contractor shall provide for logging of all modifications to the Service Desk Telephony System, to provide full tracking, audit trail and change control at the named-user level. The Contractor shall produce trend reports for the Government to highlight underlying SMS issues, emerging risks and responding proactively to potential areas of weakness or concern. The Contractor shall provide advice and direction to the Government for planning for the use of the SMS (e.g. site expansion, data center usage, office space). The Contractor shall provide remote or alternate site integration and application extension for virtual contact center deployment and Continuity of Operations capabilities.
Sample 1
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