Call System with Live Personnel Navigation

The Vendor is required to provide to design, implement, and operate a statewide call system that provides live-person response, intelligent routing, and navigation services for veterans, their families, and caregivers.
- Objectives
•    Establish a single statewide access point ('no wrong door')
•    Provide live call answering with minimal delay
•    Enable intelligent routing and warm handoffs
•    Support data collection and analytics for policy and operations
•    Integrate with state, federal, and community-based services
- Requirement:
•    Live call answering (not IVR-only)
•    Intake, triage, and routing
•    Case tracking and follow-up
•    Integration with partner agencies
•    Reporting and analytics
- Solution description
•    Call handling model
•    Call flow design
•    Warm handoff capability
- Staffing model
•    Staffing structure
•    Training standards
•    Quality assurance processes
- Technology platform
•    Telephony system
•    CRM and case management
•    Omni channel capabilities
- Integration
•    Microsoft ecosystem compatibility
•    API capabilities
•    External integrations.