The Vendor is required to provide VoIP and call center services include:
• Provide VoIP PBX functionality either on premise or cloud as both regular phone operation and as contact center operation.
• After successful migration, integration with our application for screen pop functionality.
- General VoIP phone service
• On premise or cloud service options clearly labeled
• There are 150 numbers to be ported.
• FPF will have polycom phones that can be re-programmed and 3x polycom conference phones
• There are 70 active lines.
• We can further delineate which lines are high volume vs low volume if cost optimization is prudent to introduce for the best package.
• The maximum length of the contract can only be 3 years.
• Must have provision to convert to month-to-month after expiration of initial agreement.
• There can be no evergreen clause or automatic renewal to annual basis in the contract.
• Unlimited voicemail transcription and email to recipient.
• Must have a method via API to download the voicemail file.
• Unlimited recording pricing option.
• Please include if available, AI summary / transcription of calls pricing option.
• Must have API to download call recording in bulk, AI generated content and voicemail voice file and transcribed content.
• Please include fax to email pricing option if available to all recipients.
- Contact center add-on
• Ability to provide real time statistics for supervisors.
• Ability to provide downloadable data for historical purposes.
• Ability to provide some out of the box reports.
• Ability to log users on and off.
• A solution that does not require a headset is strongly preferred as users will have their phones on their desk.
• Ability to still have interoffice phone calls with the same phone.
• Outside calls will route into IVR for skillset-type routing.
• Screen pop customization needed to construct a custom URL for each call to pass phone number for a search if presented and call identifier key that will link back to call data.
- Contract Period/Term: 3 years
- Pre-Bid Informational Session Date: May 1, 2025
- Questions/Inquires Deadline: May 07, 2025