RFI 1000374870 QualityAssuranceTool_English

This is not a bid solicitation. This RFI will not necessarily result in any procurement action. A contract will not result from this activity.

The Canada Revenue Agency manages a variety of contacts centres to support the delivery of key programs for the Government of Canada (GoC). In the spirit of continued improvement and cloud first interests, the Information Technology (IT) branch of the Agency is seeking information from the industry on the availability of quality assurance tools offered through a Software as a Service (SaaS).

The sought after quality assurance tools would support the activities in all phases of the contact centre solution development cycle:

• Development (i.e. software modules/components)
• Testing (i.e. User acceptance testing, integration testing, load test…)
• Implementation (i.e. production verification testing)
• Production (i.e. monitoring)

CRA Requirement Overview

The CRA IT branch supports a variety of call flows that can be categorized as self-service, agent assisted or a combination of both. The depth and complexity of menu navigation, personalized transactions and agent assisted routing also varies greatly depending on the line of business and the underlying technology that is being used. In most cases, each line of business is accessible through a toll free number or a local number for international callers.

As mentioned previously, CRA participates in all phases of the contact centre solution development from creating/customizing contact centre solution to post-production management and monitoring.

In order to improve and expedite our quality assurance activities, we would be looking for a solution that provides the following, but not limited to:

• Automated discovery and documentation of existing call paths
• Automated test case generation
• Automated functional and regression testing
• Sound quality assessment
• Load testing
• Production monitoring
• Integration with ticket tracking system

The requirement overview is intended to provide a broad scope of our intent. As part of the questions/answers section of this RFI, please indicate some of the details that your organization would be seeking to further the analysis of requirements.

RFI Purpose

• Determine vendor capabilities in providing a full suite of contact centre automated quality assurance cloud services
• Provide an opportunity for industry to demonstrate and discuss their offerings
• Solicit feedback on the costing model and technical architecture.