REQUEST
FOR
PROPOSAL
LEGAL ADVISORY CALL CENTER
LEGAL AID SOCIETY
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INTRODUCTION OF LEGAL AID SOCIETY:
The Legal Aid Society (LAS) was formed in November 2013 with the aim of addressing the challenges in
delivering justice in Pakistan. The Society was formed in response to the acute gap between the supply
and service of effective legal aid and the volume of unmet demand for legal services from the
disempowered, uninformed and marginalized segments of society.
INTRODUCTION OF LEGAL ADVISORY CALL CENTER:
The Legal Advisory Call Centre is one of the flagship projects undertaken by the LAS. The Call Center
provides free legal advice to callers enquiring about any legal matters.
FUNCTIONAL SPECIFICATIONS / SCOPE:
Legal Aid Society requires a Call Center Solution with fully equipped state-of-the-art
infrastructure such as latest Telephony Systems, ACD (Automated Call Distributor), CTI
(Computer Telephony Integration), Queuing, flexible work-flow, Call Recording and Monitoring,
Reporting, Soft phone, Wallboard and IVR greetings (Urdu / Sindhi) providing one stop shop and
offering Service to meet our Callers’ requirements on 24x7 basis.
Objective:
Provide integrated callers queries that deal efficiently and effectively with inbound, outbound
calls, email, SMS with call center.
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Single-site call center telephony, email, SMS, Web engagement features
Best leading call center solution integrated with Front and Back-office CRM
Solution shall have easy scalability
12 Agents – Blended Mode (inbound/outbound) – scalable
30 channels E1 Trunks of SIP based Gateway for IP solution
Multi level Media support e.g. TDM PRI
Solution should be designed to provide uptime 99.99% monthly
Proposed solution must have capability to work on virtualized environment
Scalable architecture to support the present & future data load & call volumes of the
Legal Advisory Call Center.
GENERAL REQUIREMENTS
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One Site Call Center – Hardware Redundant setup on site (Online/Offline locations)
30 channels E1/SIP Trunks– redundant on location setups
Solution should support E1/SIP protocols
Multi-level Media support e.g. TDM PRI, SIP Trunks
Multi Language IVR Greetings (Urdu and Sindhi)
12 Agents – Blended Mode (inbound/outbound) – initial with scalability
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 Proposed platform should support blended agents i.e. same agent should be able to
handle inbound/outbound interactions based on priorities
 16 Non-Blocking IVR ports
 12 concurrent CTI users
 2 Supervisor License CTI/CRM
 Different IVR grouping on separate assigned numbers in single multimedia gateway
 12 CRM / CMS agent License
 Voice Recordings – 100% inbound and outbound
 Voice Mail after 6:00pm to 9:00am daily from Monday to Saturday, whole day on
Sundays and holidays
 Solution should be capable of saving recorded files on any Storage (SAN or NAS)
equipment’s
 Reporting (Customized of Front and Back-Office, etc.)
 UAT environment for our routine testing
 Proposed solution should have the following features:
o Real time Reporting
o Historical Reporting
o Customizable Reporting
o Wallboard
o Email/SMS integration
o Inbound/Outbound Voice recording
 Wrap-up codes: Easy to use
 CRM for Front-office and Back-office Users
 The proposed solution must provide comprehensive and easily accessible on-line help
facilities to the users.
 The solution must allow easy access to data, functionality and provide an easy user
experience to help enhance productivity.
 The solution must be role based, managed by the Central Administrator.
 Call Recording, Search and Playback Utility and CTI popup with CLI is required.
 The application should be configured to support automatic screen population via CTI
(Computer Telephony Integration) and/or IVR on CRM.
 As per Legal Aid Society standard, working solution will be installed on servers.
 Solution should be based on industry best security practices.
 Solution should be capable of extending multiple inbound/outbound calling locations
 Capability of recording files & report archival periodically.
 Solution provided should propose best Industry practices and solution in line with local
and international regulatory requirements and security standards.
 Scalable architecture to support the present & future data load & call volumes.
 Proposed solution must have capability to work on virtualized environment
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CALL CENTER MANAGEMENT The proposed solution must have the ability to integrate
with CRM Solutions and provide functionality of single sign-on using any of the mentioned
Industry Standard Interfaces.
 The proposed solution must have the capability to integrate with Front Office, Back
Office CRM, allow for request/complaint capture, escalation and closure, along with
defined TATs.
 The proposed solution should provide support for Complaint Management / Opinion
poll setup and management.
 The solution must be able to launch into the correct functionality as per the application
screens when choosing a work item from the IVR.
 Work items should be distributed to the agents based on configurable assignment rules.
 The agents must be able to receive/manage incoming call via their personal work queue.
 The solution must have the capabilities to provide services such as Category-wise.
 The solution must provide a LIVE agent monitoring/management wallboard to monitor,
coach and evaluate agent on ad-hoc basis.
EXISTING CALL CENTER SETUP DETAILS
Our current Legal Advisory call center system is working under the following services:
Normal Call Center business hours are 9:00am to 6:00pm Monday-Saturday, except Sunday and
gazetted holidays. System shifts automatically on voicemail after business hours from 6:00pm
to 9:00am.
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CTI System (Windows based)
Multi-lingual IVR Greetings (Urdu and Sindhi)
ACD – Automatic Call Distributor
Agent Skill Set by IVR language selection
Call flow
Call Queue (time)
Call Transfer
Agent Soft phone
Web Live Agent Monitoring
Call Aspect/Monitor (Supervisor)
Wallboard
Call Recordings
Voice Mail (6:00pm to 9:00am daily from Monday to Saturday, whole day on Sundays
and holidays)
Inbound and Outbound Services
CRM and SQL Database
Email Correspondence
Calls overflow capabilities
Handling Surveys and Questionnaires
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Training of the agents
Development of CRM as per our existing requirements
Audit Trail
Backup/Quality Monitoring
Admin/User Interface
The system should be capable of handling incoming calls/complaints from different channels
like landline, mobile phone, email, LASCC Website etc.
The system should have the complete call recordings, Supervisor module, Wallboard, Side by
side call monitoring, Agents live statistics, Multiple Queue options & Automatic call recording
features.
System should also have the extendable functionality of IVR for complaint registration and
caller information etc.
Caller’s will be responded through the channel complaint was received i.e. voice message for
query received through phone, email, website status updating (Dear caller, your query has been
forwarded to our Legal Advisor and will be solved within 24 hours). In case of repeat dial by
caller, the system should reply “Dear caller your query is under process or being attended” or
your query is resolved, in case the query is resolved.
If the query is not resolved within the specified time, depending upon the nature of the query, a
follow-up message will be generated for concerned agent, afterwards with a difference of
suitable time through CMS. If anyone from hierarchy confirms the resolution of query, the
follow-up process will stop.
After the query resolution has been confirmed, caller will be responded through the channel
complaint was received i.e. voice message for complaints received through phone, email,
website status updating.
The caller should have facility for tracking his query through phone, email, website status
updating.
There should be comprehensive, monitoring & reporting system for performance analysis of
Call Center accessible by LAS management.
The call center architecture should be capable to extend the help desk facility for LAS offices
internally and consumers for specific needs.
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Proposed Customer Relationship Management
Technical &Functional Requirements
CRM Solution should be platform independent or virtual
environment and can run on Windows platform only
Platform
Independent
CRM Application should be database independent and can
run over on SQL databases
CRM application should be web server independent
CRM solution should be browser independent i.e. Internet
Explorer, Chrome, Firefox etc.) for call as well as front and
back office users and administrators
Security
Password Policies
Rights Based User and Group Management
View of real-time data of callers at front and back office
users
Email to callers for messages
Allow the user to view previously sent messages
Callers profiling
View list of Callers Requests Queries
Query entry
Escalation of Cases based on TAT
Functional
Requirements
Closure of Cases
Workflow engine should be available to help implement
case management activities
Any time a case record is created or updated, a history
record (of the change) is automatically created and
associated with the case
A variety of predesigned case management reports are
available for immediate use
Case escalation rules can be defined that will control the
automatic escalation of a case if it is not resolved within a
certain period of time
The reason for the caller’s problem can be input on the
case record using a predefined list of "reason" codes or
descriptors
Support of High availability, scalability and clustering
Solution high performance and reliability
Scheduled triggers (periodic events, such as every eight
hours or every week)
Define automatic routing and escalation (routing to a
supervisor) of a work item as a result of a trigger activating
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Vendor
Response
(Current
Release/Future
Release/Not
Supported/
Enhancements
Vendor
Remarks
Define automatic generation of alerts and notifications
based on triggers
Alert logging and maintenance—keep audit trail of the
alerts that are triggered along the process
100 percent real-time reporting is supported
Predefined report templates covering every area of the
CRM solution are available
Data filtering can be used to limit the report to only desired
information
Reports are generated based on real-time data
When new case records are created, they can be
automatically assigned to the appropriate back office using
predefined assignment rules
When working from a work queue or a list of cases a user
can simultaneously take "ownership" of multiple case
records
When working from a work queue or a list of cases a user
can simultaneously assign the "ownership" of multiple case
records to another person (or queue)
When working from a work queue or a list of cases a user
can simultaneously change the status of and escalate
multiple case records
When working from a work queue or a list of cases a user
can simultaneously close multiple cases
Quick access to recently created, modified, or viewed case
records
A workflow engine is available to help implement "best
practice" case management activities
Documents and files can be associated with (hyperlinked
to) case records
Callers
Information
Solution records that address a case can be associated
with (hyperlinked to) the case record
User-friendly interface for viewing all caller information
Ability to provide a single, holistic view of the caller once
the call is received by an agent (on a single interface).
Once the caller’s name and CLI number have been
received and keyed into the CRM, the following information
is expected to pop-up on the CRM screen:
Customer
Management
·
Previous Data History
·
Previously Registered Queries
Ability to track each callers complaint query requests
history and resolution status
Ability to access all communications and activities
surrounding a particular request - service. Includes but not
limited to: initial request, agent’s action, follow-up calls from
the caller , scheduled follow up activities etc.
Ability to view an audit trail and a time-stamped historical
log of all activities with a given query
Ability to set up alarm workflows to monitor query requests
and ensure that query levels are being met
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Service
Request/
Complaint
Escalation
Knowledge
Base &
Scripting
Ability to escalate a caller’s complaint to appropriate units
(as required)
Ability to update the status of a query request on CRM after
resolution
Support a wide range of knowledge base features which
would enable to provide automated response to most of the
Callers Frequently Asked Questions (FAQs)
Knowledge based articles can be created using text editor
and/or pre-defined templates.
Outbound
Calls
Ability to initiate outbound contact to callers to notify them
Ability to receive customer survey feedback and export to
an easily editable format (e.g. MS Excel) for reporting
System
Administration
Ability to define a number of user profiles and to set:
–
read/write capability by user profile
–
read/ write rights at both field and screen level by user
profile
Ability to perform data backups, purges, and roll backs
(recovery)
Scalable architecture to support the present & future data
load & call volumes
Ability to automatically upgrade the call center application
to
a
newer
version
release
without
losing
configuration/customization work done in the earlier version
Ability of the system to enforce changing of the default
password set by the system (at the time of creation of user
ID) at first log on and also to enforce all password policies
as defined at the time of first change
Ability to search/query information based on search keys,
text search, problem search, CLI number, name, etc.
Reporting and
Analysis
Ability to generate real-time and historical reports on key
performance indicators and metrics for call center activities
Reports should be exportable to user-friendly formats e.g.
MS Excel
Flexible reporting tool to allow for definition of reporting
parameters
Ability to use integrated third party reporting tools to create
additional reports
Ability to schedule alarms or alerts on the users’ calendars
Softphone
Options
Login
Logout
Ready
Not Ready
Answer
Hold
Drop
Internal Agent Transfer
Administration
User Definition and Management
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Modules
Team Definition and Management
Call tracking routines
Security Management
Audit Log tracking and maintenance
Integrations
Implementations
Integration with any leading CTI platforms
Organization should have presence in Karachi
Organization should have support offices in Karachi
Proposed CTI / IVR
TRACK KPI/REPORTING LOGGING/AUDIT TRIAL
 The solution should be configured to provide audit trail facility to track the Agent
activities along with Live Call Monitoring.
 The application should be configured to track response time for handling
callerscalls/queries.
REPORTING AND ANALYTICS
REPORTING
 The proposed solution must provide an integrated user-friendly reporting tool for new
reports to be created on ad-hoc basis.
 The proposed solution must have comprehensive reports for various activities by the
Call Center.
 Additional reports or changes to existing reports must be easily created by end users
and should not require vendor involvement.
 Reports must have restricted access based on user access privileges along with masking
option of sensitive data items.
 The ad-hoc reporting tool must enable reports to be exported to other formats like
Excel and PDF format
ANALYTICS
 The proposed solution must provide Call Center Solution analytic capabilities that
provide complete scenario analysis to measure the effectiveness of current activities
and generate performance details.
 The proposed business intelligence must provide a set of pre-built dashboards which
can be easily configured to meet specific requirements
 Pre-built dashboards should include key operational metrics.
 The integrated business intelligence analysis and dashboards must have restricted
access based on user responsibility.
 The proposed solution must be capable of incorporating KPIs which can be assessed
during appraisal and can be monitored and tracked by authorized users.
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 The proposed solution must provide these KPIs monitoring in scorecards formats with
advanced controls such as traffic light, gauge and meters to track achievement status on
call center.
ARCHITECTURE
 The application should be built on an Industry standard technology.
 The application should provide technical tools to configure & customize the technical
features of the product.
 The application should be based on an object model framework with technical features
to review & configure each layer of the framework.
 All objects involved in the delivery of the solution should be managed through a unified
technical tool set.
 The technical tool should support creation of all elements of the application through a
user interface approach.
 Configuration of user interface forms, tables, business rules, dashboards & searches
should be possible in the technical tool.
 User interface design should cover addition of fields, controls, tabs & grouping into
flexible sets of functions on each form.
 The platform should support end user personalization of key elements such as
dashboards, column orders & searches.
 The reporting platform used in the solution should leverage industry standard products
which support basic & advanced reporting features.
 The reporting platform should be able to generate reports caller’s segment-wise etc.
 Configuration backup, database backup and call recording backups are required.
FUNCTIONAL REQUIREMENTS
S.No.
1
Requirements
Response
(Y/N)
INTEGRATED VOICE RESPONSE (IVR)
Ability to support audio-text for playback as per the
IVR Call Flow & Call Tree
Multilingual Language Support
Ability to capture information from a caller or
identify a customer using CLI
Ability to route the caller to the ACD when the
customer requires to talk to an agent
ACW codes – system should also provide an agent to
identify different modes of after call by punching in
codes and the same must be reflected in the
reporting tool
Ability to capture all the caller’s interactions
with the IVR and pass it to the Call Center
(i.e. CTI Integration)
Ability to send emails, SMS and faxes with some
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Comments
type of information to the caller based on request
(i.e. statement)
IVR Call Back
Ability to send important messages by
Supervisor to all logged-in/out agents
2
3
ADMINISTRATIVE FEATURES
Audit Trails for all transactions
SOFT PHONE & ADMIN (INTEGRATION WITH CRM)
Name
Father Name
CNIC
Gender
Birth Date
Contact No. (Office, Home, Cell No.)
Residential Address
Office Address / Home Address
District
Province
Country
4
5
6
OTHER INTERFACES
Support for recording and monitoring calls
handled by all agents
ODBC interface for all types of well known databases
ACD (AUTOMATED CALL DISTRIBUTOR) / CTI (COMPUTER TELEPHONY INTEGRATION)
Ability to manage dynamic call queues to allow
queues to be opened or closed as required by
authorized person
Ability to allow call center agents to be members of
multiple ACD groups
Ability to transfer call to other call center agent
with call data attached
Ability of skills based routing to allocate calls to
call center agents based on the skills
Random Selection: Routing to the agents with
'Ring All' feature - first agent picks the call, it will be
closed for the other agents
Ability to support the following information
messages and options that are relayed to voice
callers while they are waiting in queues or put
on hold by the call center agent, specifically:
(A) Selected messages
(B) Music
CALL CENTER
Managers/Supervisors can:
(A) Listen to a call silently - not heard by the
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7
agent or the customer
(B) Interact with a call (both agent and the
customer can hear the Supervisor)
(C) Coach the agent (only the agent can hear the
Supervisor)
Ability to support auxiliary codes to enable Call
Center agents to indicate their current mode of
operation (i.e. Available/Unavailable/Wrapping
Up/At Lunch, etc…)
(Please indicate in the Comments field if the
auxiliary codes are configurable - new codes to
be added, or codes to be removed)
Ability to place callers on hold and play
marketing messages, or music from a live station
while the caller is on hold
RECORDING SYSTEM
Ability to provide automatic digital recording for all
calls (voice and screen recording) - this has to
capture at least the following information:
(A) Date
B) Time
(C) Call Duration
(D) Agent ID
(E) Caller Number or Caller ID
(F) Inbound/Outbound Identifier - System
Generated
IMPLEMENTATION REQUIREMENTS:
OPERATIONAL PROCEDURES
 The plan should state:
A
Backup frequency of database and/or files
B
Recycle procedure of the backup; and
C
Recovery procedure in the event of system failure
D
Daily/weekly/monthly/yearly preventive maintenance procedure and activities
E
Housekeeping for growing logs
F
Up to date patch are installed
G
All relevant log files and traces
H
User access control system
I
Configuration properties
 The system shall provide web-based Administration Tools requirements to manage:A
Authentication with username, password and roles
B
Manage users ID and groups with different roles, example read-only, edit-mode,
limited viewing, etc.
C
Troubleshooting
D
Retrieve transaction data
E
Review reports
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F
Monitoring Idle/Busy Trunks
H
Live Dashboard for monitoring Agents and Trunk status on system and mobile
I
Access to all administration tools from remotely
Verify and compile the license expiry date.
All test and pre-production data/scripts/programs should be removed from the production
servers.
Vendor to ensure proactive bug fixing, delivery of maintenance release and software update.
Weekly and Monthly support meeting to review on the performance. Tracking mechanism to
focus on critical permanent fix and repetitive faults.
The vendor shall locally available for technical support at Karachi.
The vendor shall provide Monitoring Tools for application, DB faults and performance
The system shall support the capability to extract reportingraw data in a text file with format
defined by the LASCC to be exported to a third party data reporting tool (e.g. crystal report).
Provide periodic Reporting based on the reports stated in SLA. Examples include but not limited
to:
A
Service Availability
B
Response Time
C
Service success rate
D
Monthly Vendor Call out (e.g. cases brought forward from previous month / to next
month)
E
Service Performance Summary (% of target achieved/failed)
The system shall support reporting & analysis based on real time data
TRAINING
 For each of the training courses offered, the Vendor shall state
A
description of key modules
B
target audience
C
experience level, prerequisites
D
proposed timing
E
practical arrangements (duration, preferred location, etc)
G
on-site or off-site training
 The vendor shall provide all materials, equipment, and facilities needed for all training sessions.
Including
A
Mandatory training
B
O&M training
C
Troubleshooting training for level 1 & 2, including all relevant system administrations
 Provide technical training including materials/guideline to IT Administrator by Vendor
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Ownership
The system will be developed following the normal standards of SDLC and in close collaboration with the
resources provided by LAS. These resources will include people well versed with the business knowledge
of the required system and with technical background both in the area of hardware/networking and
software development. In addition full support will be provided by LAS in creating a test environment in
their office where system under development can be tested by its own resources at various stages of
development.
Once the system is developed, acceptance tested and implemented successfully, the complete
ownership of the developed system will be transferred to LAS and LAS will have all the rights to use the
system as it wishes with or without the further involvement of the vendor.
The completed system will be handed over to LAS with all the details including but not limited to the
system design, system structure, flowcharts, source coding etc. enabling LAS to troubleshoot, maintain
and enhance the system in future using its own resources.
A separate arrangement will be negotiated with the vendor if their extended involvement is required in
maintaining or enhancing the system after the successful implementation.
Costs
This is a turn-key project to be awarded on the basis of a fixed cost. The costs may, however, be clearly
classified under one-time (non-recurring) cost and recurring cost, if any, which may relate to licensing
arrangement with third-parties. In addition cost of any further enhancement in future, like increasing
the number of agents’ seats etc, should also be mentioned.
All costs are to be stated as gross amount to include all taxes etc. Payments will be made by crossed
cheques in the name of payee, to be notified to us, after deducting applicable withholding tax.
Following breakdown of the total cost is required:
1. One-time System development and implementation cost
2. Cost of any essential proprietary hardware/software required (excluding operating system,
databases etc.)
3. One time license fee, if applicable
4. Any recurring license fee etc.
5. Additional cost, if any, for enhancing the usage capability of the system e.g. additional agents
seats etc.
6. Costs should be accompanied by a payment schedule clearly identifying the milestones when it
will be payable.
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Time Lines
The project has to be developed on an accelerated schedule not to exceed duration of more than three
months. Assurance and evidence is required from the vendor that sufficient capable technical staff will
be made available for the project to complete it in the required time frame.
A detailed project plan is to accompany the proposal giving the list of activities and the time required.
Involvement from our side in terms of resources and availability of equipment and infrastructure, if any,
should be mentioned against the activities.
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Proposals/Quotations
All proposals and quotations should be sent in sealed envelopes to the following address to reach us by
05th December, 2015:
HR/Admin Manager
Legal Aid Society
Legal Advisory Call Center
Suite # 202, The Plaza
Do Talwar
Clifton Block 9
Karachi
If you have any further queries please contact:
Incharge, Call Center
Tel: 021-35308531 to 33
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