The costs for support/maintenance of: o Calabrio Workforce Management, Quality Management, and Compliance Recording. o eGain services (Chat, Co-browse, cloud connected Knowledge and email agents, and others in the product suite). o Advanced monitoring and reporting on hardware utilization, application metrics and performance. The monitoring/alerts will occur on each side of MNIT’s infrastructure. MNIT has two data centers, and each is monitored independently. The connectivity for monitoring/alerting will be set up following award of the contract. o Supported Windows patching per data center on each service component. Scheduled application of Microsoft OS updates and software minor service releases. Patching will take place each quarter on the confirmed schedule with MNIT.o Contact center support of ICM/CVP services, application support on customer call flows and issues. o Nuance o Cisco CCAI Google Dialog flow using Cisco cloud connect. o Finesse o Extended support (1.5 hours monthly) for ICM/CVP applications. SMARTnet and other hardware maintenance/support...
