Call Center Software

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- This project will replace outdated tools with a scalable system offering estimated wait time notifications, customizable call flows, call recording, callback options, and detailed reporting on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