Veterinary Teaching Hospital Call Center Software

The vendor is required to provide veterinary teaching hospital call center software system must support a high-volume call center, with features such as multi-agent handling, customizable phone trees, and advanced call routing to align with hospital operations.
- The efficiency and responsiveness of our communications, ensuring timely support for approximately 12,000 incoming calls per month from animal owners and veterinary professionals at the local, regional, and national levels.
- Provide an internet and cloud-based call center software system that meets the following specifications and capabilities.
- Required features
•    Call routing and management
o    Robust and customizable phone tree for efficient call routing that supports routing based on department, staff availability, or caller input
o    Ability to schedule and adjust call center hours, messaging, and routing based on day, time, or holiday
o    Supports at least 20 concurrent agents, with scalability for future growth
o    Customizable hold and call queue messaging, including hold music, announcements, and voicemail options
o    Automatic call forwarding to a designated external vendor or answering service for after-hours support
•    Communication tools
o    SMS capabilities with customizable automated responses based on time of day
o    Compliance with opt-out regulations for SMS (e.g., stop to unsubscribe), with logging and confirmation
o    Support for both VoIP-enabled physical desk phones and computer-based soft phones; physical phones must support programmable internal extensions
•    Monitoring and reporting
o    Call recording with long-term storage capabilities 
o    Real-time and historical analytics dashboard with configurable metrics such as call volume, duration, hold time, agent availability, and abandonment rate
o    Export capabilities for reports in csv or pdf format
o    Custom role and permission settings for agents and administrators
•    Support and service
o    Access to live customer support (phone, chat, and email) for technical and service-related issues
o    Full on boarding support, including admin and agent training, documentation, and a dedicated implementation manager
- Preferred features
•    General
o    Ability to set the number that shows up on caller id for all outgoing calls
o    Support for unlimited outbound-only users (non-agent) using a trunk line, web-based platform, or mobile app
o    The ability to facilitatetele medicine appointments and other video calls
•    Mobile accessibility
o    Mobile app for internal users with the following features:
1.    Can make outgoing calls and texts
2.    Access controls, call and message tracking, and login management
3.    Ability to create a company wide directory and address book within the app
4.    Ability to message other internal users through the app, including sending mass communications to specific groups or all users
•    System integration and automation
o    Ability to integrate with our EMR system (vet view) to:
1.    Trigger automated communications (appointment reminders, prescription refills, payment links, patient updates) via SMS based on events in the EMR
2.    Identify callers via “call pop” using data from vet view
3.    Automatically log all SMS and call activity (inbound EMR outbound) into the client’s communication history within the EMR
4.    Mark in system if someone opts-out of text messages
5.    Send clients pre-appointment and other forms, which then autoload into the EMR once completed
•    AI and analytics enhancements
o    Automatic call transcription (full-text and ai-generated summaries) with searchable archives
o    AI-powered sentiment analysis and topic detection to assess call quality and support agent coaching
o    Custom dashboards and visualizations, including call topic summaries and FAQs derived from transcriptions
o    Ability to flag high-risk or escalated calls based on language and tone analysis.

- Contract Period/Term: 1 year