Contact Center Solutions

The Vendor is required to provide on current capabilities of contact center product and service suites to inform the development of a strategic plan for the future of these solutions and services, which may be utilized by more than sixty (60) state agencies within the branch.
- The objectives:
•    Identify current industry-leading solutions for contact center operations.
•    Understand available integration options with WebEx Calling and other cloud telephony systems.
•    Gather information on migration strategies from current contact center services, including on-premises solutions (e.g., Cisco UC/UCCX) to any new platforms.
•    Assess advanced capabilities (e.g., artificial intelligence, Omni channel, analytics, etc.) to inform long-term planning.
•    Understand available standardized integration options with commercial off the-shelf case management systems (e.g., Salesforce) and/or custom-built applications.
- Solution for traditional telephony services, including:
•    Direct dialing.
•    Types of handsets supported.
•    Softphones.
•    Shared and delegated administrative assistant phone services.
•    Voicemail.
•    Hunt groups.
•    Video calls.
- Call center functionality, including:
•    Call routing.
•    Welcome messages.
•    On-hold messaging.
•    After business hours messaging.
•    Options for callers to leave voicemails.
•    Methodology for determining which call agent to direct the next call to.
•    Informing callers of expected wait times or place in queue.
•    Requesting a call back when an agent is free or at a specific time.
•    Options for recording calls.
•    Outbound calling with recorded messages.
•    Knowledge or skills-based call routing.
- Solution have native capabilities to support Customer Relationship Management (CRM) or have existing interfaces to CRM software.

- Questions/Inquires Deadline: September 16, 2025