RFI: ACD Call Center Software
This Request for Information (RFI) has been prepared in order to seek information to guide UNCG in
selecting a unified ACD Call Center Software for several of our customers at UNCG.
The solution for the Call Center software should fully integrate with the organizations existing
infrastructure. It needs to support 6 current call centers with 90 agents and support future growth.
UNCG is currently a Centrex shop. AT&T provides Centrex service. The current switch is a Nortel
DMS-100.
This RFI covers any hardware, software, installation, training, and configuration for the campus wide
ACD Call Center solution.
UNCG currently has 6 Call Centers using T-Metrics and Interactive Intelligence (I3). Below are the
current agent numbers and future growth. The I3 is supplied by a single T-1 from AT&T. The T-Metrics
currently has 20 digital lines (Centrex) for incoming calls also from AT&T.
