OTIS has contracted with qualified vendors to provide efficient, cost-effective Contact Center services. The Contact Center services offer omnichannel solutions both on-premises and in the cloud. Additionally, they provide enhanced presence functionality, improved call queuing and callback features, and unified communications integration with existing state solutions for remote conferencing. Integration between Integrated Voice Response (IVR) and Contact Center services is also available.
Customer organizations are urged to evaluate all the services from the vendors awarded contracts to find the best solution sets for their individual requirements.
For complete details on these contracts, please review the original solicitation which contains the service descriptions, required features and details regarding reporting and billing. Amendment No. 5 contains the final contract document with all vendor questions and the state’s answers.
These contracts also contain significant service performance requirements that vendors must meet. Customers should consult the solicitation before engaging any vendor on their contract offerings.
- Attachment A to the contract contains a Service Level Matrix providing a quick reference to the performance requirements and their associated service level credits.
- Attachment B contains the actual Service Level Definitions with all the detail related to the individual service level requirements. Be aware that exclusions may vary among vendors. Please be sure to review the service levels and exclusions with individual vendors before ordering services.
Vendor Information
| Vendor | Contract Number and Dates | Vendor Contact Information |
|---|---|---|
| AT&T Mobility | Contract Number: 4400030153 Contract Dates: 10/1/2022 - 9/30/2029 | Contact: Jason Jones Phone: 404-889-7855 Email: jj9543@att.com |
| Deloitte Consulting LLP | Contract Number: 4400030154 Contract Dates: 10/1/2022 - 9/30/2029 | Contact: Michelle Torski Phone: 571-289-2289 |
| NWN Corporation | Contract Number: 4400030155 Contract Dates: 10/1/2022 - 9/30/2029 | Contact: Tami Kolb Phone: 843-467-0798 Email: tkolb@nwncarousel.com |
| SEGRA | Contract Number: 4400030156 Contract Dates: 10/1/2022 - 9/30/2029 | Contact: Lesa Caldwell Phone: 803-726-4029 Email: lesa.caldwell@segra.com |
| Smartronix, LLC | Contract Number: 4400030159 Contract Dates: 10/1/2022 - 9/30/2029 | Contact: Jenna Harrison Phone: 443-610-8700 Email: jharrison@smxtech.com OR Contact: Shannon Montanez Phone: 847-567-0373 Email: SMontanez@smxtech.com |
| VOXAI Solutions, Inc. | Contract Number: 4400030160 Contract Dates: 10/1/2022 - 9/30/2029 | Contact: David Watts Phone: 207-320-5394 Email: dwatts@voxai.com OR Contact: David Baker Phone: 508-963-5116 Email: dbaker@voxai.com |
Service Rates
Call for pricing.
Service Contacts
Due to the number of offerings, services and technologies offered through this contract, customers should contact vendors directly for additional information on the offerings they individually provide to determine the exact services and pricing needed to fit their individual business needs.
The use of cloud-based services referenced within these contracts may require additional cloud and/or hosting services not provided in these contracts. Customers must purchase related cloud and/or hosting services from the appropriate state contract. Shared Services agencies must leverage the OTIS cloud services contracts for this purpose. Other state entities wishing to obtain these services may use existing cloud services, obtain cloud services on their own, or use cloud services provided by their chosen Contact Center vendor. However, cloud-based resources must meet the security requirements delineated in the state’s Contact Center services contract. Please contact your Agency Relationship Management (ARM) representative if you have questions about obtaining additional cloud services.
Customers should contact vendors for any service or billing-related issues.
OTIS manages the vendor contract and will assist customers if there is a contract-related issue with the vendor, including billing-related issues if they cannot be resolved directly with the vendor. For administrative support regarding DTO contracts, please contact the OTIS procurement team (otis.procurement@admin.sc.gov).
| Customer Entity Type | Eligible |
|---|---|
| State Agencies | Yes |
| Local Government Entity including Municipality and County | Yes |
| Higher Education | Yes |
How To Order
Customers should contact vendors directly to order the service.
