Government Contract | California
Genesys Software Maintenance

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Bid Information

Bid Alert No: 00002464367

Bid Title: Genesys Software Maintenance

Agency Bid No. Title: FTB 2021-636

Received Date: 01/12/2021

Close Date: 01/26/2021

Purchase Type: Not Stated

Delivery Point: Not Stated, California

Delivery Date: Not Stated

Special Notices: Bidder Preregistration


Specifications include, but are not limited to: During the term of this Agreement, the Contractor will provide FTB with remote custom application support via phone, email, or the web to help FTB solve specific problems with installation or use of the software through all versions of Genesys Release 8.X and Virtual Hold 8.X product releases (excluding major architectural changes that impact interoperability with previous versions of the product and introduction of new major releases from 3rd party providers).The Contractor will make available new releases, updates, and corrective code.Support is available to FTB staff twenty-four (24) hours a day, seven (7) days a week.Contractor will provide impact assessment support (as requested by FTB) for subsequent major versions of Genesys product releases (9.X+).Contractor will investigate and diagnose all tickets opened and related to Genesys and Virtual Hold applications, and will provide resolution to any code defects found within the originally developed application (within the applicable response and resolution timeframes specified within this SOW).When a suspected application problem is reported to the Contractor which requires support from Genesys, a case is created in Genesys Case Management System and FTB will have read access.Contractor will meet with FTB onsite or via conference call at FTBs discretion, quarterly, at a minimum, to discuss updates, emerging issues, and statuses.Contractor will collaborate with other FTB contact center product support suppliers (e.g. AT&T, Mitel, Virtual Hold Technology, Audicodes, Blackchair, OpenText, etc.) in resolving integration issues or problems between Genesys software and FTBs Private Branch Exchange (PBX) infrastructure, media gateways, Virtual Hold, and Qfiniti.Contractor will work closely with FTB in monitoring licensing requirements and making recommendations to determine whether software licensing is in compliance.

Bid Related Documents

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Product Code: 92045

Agency Information

Issuing Agency: State of California - Franchise Tax Board

State: California

Agency Type: State and Local

Contact: Procurement Division, 707 Third Street, Second Floor South, West Sacramento, California, 95605



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