The Vendor is required to provide a comprehensive call center software solution for the customer service team.
- Supply software, associated call center hardware/equipment, system configuration, training, and ongoing support.
- The solution must enhance caller experience, support intelligent call flows, provide robust analytics, and improve operational visibility across the Customer Service environment.
- This project will replace outdated tools with a scalable system offering estimated wait time notifications, customizable call flows, call recording, callback options, and detailed reporting on agent performance.
- Team manages high call volumes year-round and requires a modern, integrated call center software platform to improve efficiency, service quality, and customer experience.
- Functional requirements and objectives identified above, including but not limited to:
• Intelligent call routing and customizable call flows
• Estimated call wait time notifications
• Call recording for quality assurance and training
• Callback request functionality
• Real-time monitoring and agent activity tracking
• Integrated chat or messaging capabilities
• Customizable scripts and message prompts
• Comprehensive reporting and analytics for call volumes, trends, staffing needs, and performance metrics
- Provide a complete description of all required call center hardware/equipment included with the proposed solution. This includes, but is not limited to:
• Headsets
• Softphone or VoIP devices
• Workstation peripherals
• On-premises equipment for routing or connectivity
o To include any networking requirements to be provided by University
• Any optional hardware that might enhance performance
- The recommended implementation plan, including:
• System configuration and customization
• Call flow design aligned with agency service expectations
• Messaging, hold prompts, and script creation
• Data migration considerations
• System integrations (including SSO)
• Testing and validation processes
- Provide an outline of training for administrative users and customer service representatives, including:
• Administrator training
• End-user training
• Training materials and documentation
• Train-the-trainer options
- Ongoing support services, including:
• Help desk hours
• Response time commitments
• Escalation processes
• Software updates and release schedules
• Uptime guarantees or SLAs.
- Questions/Inquires Deadline: February 2, 2026
