Specifications include, but are not limited to: CalPERS is soliciting qualified firms to award a contract with a term of up to five (5) years providing a “Contact Center as a Service” (CCaaS) cloud solution to replace an aging premise-based infrastructure to provide the following existing functionality: • Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) which provide self-service options and routes calls to Customer Contact Center agents. • Workforce Management (WFM) which allows managers/supervisors/WFM analysts to forecast, schedule, manage intraday, and produce reports. • Quality Assurance/Monitoring (QA/QM) which allows managers/supervisors to coach and train staff using CalPERS defined key performance indicators (KPIs). • Real-time, historical canned and ad-hoc reporting to provide actionable data to the Customer Contact Center managers/supervisors. CalPERS has defined several objectives and expectations for the project. The most important are: • Reliability and ease of use of the solution • Easily accommodate growth • Reduce administration and maintenance complexity • Full support by vendor’s maintenance forces with a guaranteed response time/Service Level Agreement (SLA) in case of major system failure • Ease of administration including customer interface that enables access to reports • System redundancy to provide for system backup and failure • Unified messaging (voice, video, email, SMS, web service) • Audio conferencing capabilities • Ability to provide custom reports