IT Shared Services Catalog | 51 5.5 CONTACT CENTER SERVICES SERVICE DESCRIPTION Admin has contracted with qualified vendors to provide efficient, cost-effective Contact Center services. The Contact Center solutions offer Omni-channel solutions both on-premises and in the cloud. Additionally, they provide enhanced presence functionality, improved call queuing and callback features, and Unified Communications integration with existing state solutions for remote conferencing. Integration between Integrated Voice Response (IVR) and Contact Center solutions is also available. Organizations are urged to evaluate all the solutions from the vendors awarded contracts to find the best solution sets for their individual requirements. Agencies should contact vendors directly to purchase available services, or for any service or billing issues. Admin manages the vendor contracts and will assist agencies if there is a contract-related issue with the vendor. For complete details on these contracts, please visit the Division of Procurement Services webpage to see the original solicitation which contains the service descriptions, required features, and details regarding reporting and billing. Amendment No. 5 contains the final contract document with all vendor questions and the state’s answers. These contracts also contain significant service performance requirements that vendors must meet. Agencies should consult the solicitation before engaging any vendor on their contract offerings. Attachment A to the contract contains a Service Level Matrix providing a quick reference to the performance requirements and their associated service level credits. Attachment B contains the actual Service Level Definitions with all the detail related to the individual service level requirements. Be aware that exclusions may vary among vendors. Please be sure to review the service levels and exclusions with individual vendors before ordering services. Admin awarded State Term Contracts to the vendors listed below for Contact Center services. VENDOR INFORMATION AT&T Mobility Deloitte Consulting LLP NWN Corporation Contract No.: 4400030153 Contract Dates: 10/1/2022-9/30/2029 Contract No.: 4400030154 Contract Dates: 10/1/2022-9/30/2029 Contract No.: 4400030155 Contract Dates: 10/1/2022-9/30/2029 Contact: Jason Jones Phone: 404-889-7855 Email: jj9543@att.com or Corby Looney Phone: 803-743-3927 Email: cl4676@att.com Contact: Michelle Torski Phone: 571-289-2289 Email: gpsdigitalcontactcenter@deloitte. com Contact: Tami Kolb Phone: 843-467-0798 Email: tkolb@carouselindustries.com SEGRA Smartronix, LLC VOXAI Solutions, Inc.
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