Customer and Relationship Platform

Enterprise Platform initiative is to identify the best-fit enterprise platform for EOTSS current and future business requirements.
- Vendors regarding enterprise capabilities for customer and organizational relationships, sales and account processes, service interactions, engagement, workflow, data, analytics, automation, legal case management, security, accessibility, and related business processes.
- Enterprise customer and relationship platform that can serve as a governed foundation for customer, organization, contact, relationship, sales, service, engagement, workflow, data, analytics, automation, legal case management, and related business processes across multiple Commonwealth entities. The platform should support enterprise-scale administration and billing hierarchies, integration with the broader technology ecosystem, security and accessibility, transparent commercial packaging, data portability, and vetted AI capabilities. Responses should distinguish native capability from configuration, low-code, custom development, third-party products, professional services, partner dependencies, and roadmap functionality.