RFP - Contact Center (CC) and Interactive Voice Response (IVR) Modernization

Imperial Irrigation District (IID), an irrigation district established under Division 11 of the California Water Code, Sections 20500 et seq., that provides non-potable water, farm drainage and power services to the lower southeastern portion of California's desert, is requesting proposals from highly qualified Respondents to: Develop a design and implement the latest version of the Cisco Package Contact Center Enterprise (PCCE) platform, as well as the deployment/implementation of a Cisco Unified Communications (UC) platform. The implementation/deployment of a new contact center (CC) and interactive voice response (IVR) system will allow for the enhancement of process automation features, the improvement of customer service functionality and call routing efficiencies and will also benefit in the communication and services of our existing and new customers. The following are high-level deliverables. Development of Project Plan and Timeline Provide System design specifications to support a QAS and a PRD environment Provide a System architecture diagram utilizing IID's private cloud Acceptance Test Plan Implementation of a QAS and a PRD environment SAP integration with ACI SpeedPay(R) or IID's current e-payment processor Knowledge transfer Go-live and post Go-live support QUESTIONS AND ANSWERS Questions concerning this Secondary Request for Proposal should be directed in writing, no later than 5:00 p.m., Local Time, Tuesday, June 14, 2022 June 21, 2022 to Mr. Marty P. Holbrook, purchasing agent, via email to: purchasing@iid.com. Responses to questions received will be provided digitally for download on our website www.iid.com, under this solicitation listing to all participants no later than 5:00 p.m., Local Time, Thursday, June 16, 2022 June 23, 2022. The method of Contractor Selection has not been Determined at this time.

Division 01 -	General Requirements.
Division 03 -	Concrete.
Division 04 -	Masonry.
Division 05 -	Metals.
Division 06 -	Wood, Plastics, and Composites.
Division 07 -	Thermal and Moisture Protection.
Division 08 -	Openings.
Division 09 -	Finishes.
Division 10 -	Specialties.
Division 11 -	Equipment.
Division 13 -	Special Construction.
Division 21 -	Fire Suppression.
Division 22 -	Plumbing.
Division 23 -	Heating, Ventilating, and Air Conditioning (HVAC).
Division 25 -	Integrated Automation.
Division 26 -	Electrical.
Division 27 -	Communications.
Division 31 -	Earthwork.
Division 32 -	Exterior Improvements.
Division 33 -	Utilities.
Division 34 -	Transportation.
Division 35 -	Waterway and Marine Construction.