Phone System

The Vendor is required to provide a comprehensive unified communications as a service (UCaaS) and contact center solution for 235 lines total (21 auto attendants, 20 contract center users, 118 named users and 76 open numbers).
- Enhance communication capabilities, improve customer engagement, and streamline operations across our organization.
- Required Features and Functionality
• Voice and Telephony:
o    Cloud-based phone system with VoIP capabilities.
o    Call routing, forwarding, and voicemail-to-email functionality.
o    HD voice quality and call recording features.
• Mobility:
o    Mobile applications for iOS and Android devices.
o    Seamless transition between devices (desktop to mobile).
o    Offline capabilities for messaging and call history.
• Intelligent Routing:
o    Skills-based routing to connect customers with the right agents.
o    Multiple queues with priority settings.
o    Queue management and callback options.
• Analytics and Reporting:
o    Real-time analytics dashboard for call metrics and customer interactions.
o    Customizable reporting features to track performance and user engagement.
o    Insights into call quality, customer satisfaction, and agent performance.
• Self-Service Options:
o    Interactive Voice Response (IVR) systems for automated customer support.
• Compliance:
o    Automated call recording pausing for PCI DSS.

- Questions/Inquires Deadline: September 12, 2025