SB-I000900A Questions and Answers No. 2

Shelby County is seeking a comprehensive Unified Communications as a Service (UCaaS) and Contact Center solution to replace its legacy Avaya environment. The contract calls for a combined service, equipment, and professional‑services package that will support roughly 5,500 users, multiple contact‑center seats, analog devices, and extensive AI/analytics capabilities while meeting stringent FedRAMP, CJIS, HIPAA, and PCI‑DSS security requirements. The migration is expected to be phased over up to three years, with work to begin within ten days of a Notice to Proceed. Vendors may propose RingCentral or an equivalent platform, must quote custom implementation services beyond a baseline of 80 professional‑services hours, and provide 1.5 TB of three‑year call‑recording storage and a pilot AI license. • Full‑stack UCaaS/Contact‑Center replacement (software licensing, phones, ATAs, storage, AI). • Support for 5,500+ users, 325 contact‑center agents, 150 analog lines, and 9,999 DID numbers. • Mandatory compliance: FedRAMP, CJIS, HIPAA, PCI‑DSS; phased migration up to 3 years; start work within 10 days of NTP.