Unified Communications and VoIP Phone System and Call Center Modernization Services

The vendor is required to provide to design, implement, and support a modern, HIPAA-compliant unified communications platform.
- The proposed solution must include unified communications capabilities and integrated call center support.
- As part of our strategic plan to improve patient services and streamline internal operations, we are seeking to upgrade our telephony infrastructure to better support clinical workflows, mobile workforce connectivity, and patient access.
- The system should provide seamless communication across 24 physical and mobile sites, interoperate over VPN tunnels, and enhance patient engagement through improved calling features, automated workflows, and high-availability design. 
- The phone system must comply with HIPAA requirements, offer centralized management, and provide resilient performance in a multi-site healthcare environment.
- The solution will incorporate features such as automated call routing, departmental hunt groups, voicemail-to-email integration, and phone login/logout functionality for staff, call volume restrictions, and robust real-time reporting.
- The system must preserve existing call center operations while introducing an enhanced technical and infrastructure framework that supports advanced call routing, quality of service (QOS), call management tools, and healthcare-grade call center functionality.
- This assessment will help guide the design, configuration, and implementation of a scalable solution that can support the entire organization’s current and future communication needs.
- Required hardware, software, and infrastructure upgrades, including any necessary replacements or enhancements to existing systems to fully support the deployment of the new phone system.
- Services include:
• A complete architectural diagram of the proposed VoIP phone system, demonstrating its scalability and adaptability.
• A detailed implementation timeline and phased rollout plan for installation, configuration, and cutover across all sites.
• A comprehensive cost proposal covering all equipment, services, licensing, and maintenance.
- Solution must also support:
• Full replacement of the existing Avaya system with a VoIP platform supporting 317 IP phones.
• User login/logout functionality for 244 staff members with personalized extension access.
• Deployment of 73 phones in common areas and exam rooms with restricted feature sets.
• Creation of departmental hunt groups and auto-attendant coverage for all locations, with custom scheduling for business hours, after-hours, weekends, and holidays. 
• Integrated voicemail-to-email delivery for all users.
• Call center functionality with recording, live monitoring, and supervisor features like whisper and Barge-in.
• Encrypted communications using HIPAA-compliant TLS/SRTP standards.
• Administrative control to restrict or lock phone volume settings as needed.
• Advanced reporting capabilities for call volume, utilization, and performance analytics.
• Emergency rapid-response functionality that enables phones to act as intercoms.
• Seamless operation of mobile unit phones over cellular VPN connections.
• End-user and administrator training with supporting documentation for system use and management.
- Contract Period/Term: 1 year