Call Center Services Contracts & Bids

Vendor needs to provide contact center services capable of delivering a modern, technology–enabled contact center that supports omnichannel engagement and leverages emerging technologies such as artificial intelligence (AI), automation, analytics, and digital self service tools to improve customer experience and operational efficiency.• The agency seeks to assist district residents using their preferred channel of communication and, therefore, provide high quality customer support through…

(1) Vendor needs to provide enterprise cloud contact center services.• Services are to support handling agency call volume on a 24/7/365 basis, including all observed holidays.• Ensure continuous and uninterrupted Member access to transportation services across all operating hours.• Inbound Call Routing. Agency receive inbound calls routed through agency Interactive Voice Response (IVR) system based on the caller's progression and selections.• Calls may originate from Members, Clinical…

Vendor needs to provide call center consultant services.• Webex calling migration.• Upgrade CUCM to Webex calling via local gateway or potential number porting, SIP trunking, dial plan routing and PSTN configuration.• Migrate DID ranges, call routing patterns, and failover logic into Webex calling.• Configure Webex application clients for CHA agents and staff.• Validate SIP trunk registration, codec negotiation, and successful call paths (inbound/outbound/internal).• Webex contact center…

(1) Vendor needs to provide enrollment broker services for the medicaid managed care programs to the government authority located in Indiana.a. Enrollment Broker Helpline Services1) Helpline Maintenance and Management: maintain and manage the existing Statewide toll–free Helpline number to assist members with selections or change requests, questions, concerns, or complaints– The Contractor must staff the Helplines to provide sufficient “live voice” (a staff member answering and handling the…

(1) Vendor needs to provide cloud–based contact center as a service platform.– A comprehensive cloud–based Contact Center as a Service (CCaaS) platform that supports configurable use across cabinet departments, tailored to each agency’s specific needs through an understanding of existing and future configurations, customizations, and collaborative requirements gathering.– Contact center platform built on Genesys Cloud CX, integrated with Oracle RightNow CRM (Service Cloud), Pure Insights, and…

(1) Vendor needs to provide call centre and technology support services.– Service provider to support agency Call Center and IT Help Desk Operations– Single service provider with cost–effective solutions and the ability to satisfy all agency support– Support Services include both Inbound and Outbound Call Center and IT Technical Support Call Center Services– Solution shall provide telephone support through a single point of contact/platform via an agency toll–free number for inbound…

Vendor needs to provide 24x7x365 utility inbound customer call centre services. – Handle overflow outage, customer service, payment, and credit call support during regular business hours, after–hours periods, weekends, and holidays.– Vendor(s) will be required to respond to inbound inquiries including phone, email and potentially other digital channels.– Using provided telephony system and customer information system, respond to inbound customer calls. Contacts received may be related to…

(1) Vendor needs to provide financial aid inbound call center services. – Deliver high–quality, compliant and scalable inbound contact center services supporting the agency.• Call handling: – Answer inbound inquiries from students, parents, and stakeholders – Provide accurate information using approved scripts – Maintain professionalism and empathy • Triage and escalation: – Resolve Tier 1 inquiries – Escalate complex issues – Route inquiries appropriately • Documentation: – Document all…

(1) Vendor needs to provide 24x7 telephone answering services.– Telephone answering services to assist with general public phone calls and inquiries.– Provide live–agent telephone answering services twenty–four hours per day, seven days per week, including weekends and county–observed holidays, 365/366 days per year, without interruption except for county–approved maintenance.– Capacity to handle fluctuating call volumes.– Place an outbound call to the designated County contact, confirm that…

(1) Vendor needs to provide AI–based IVR solution.– a comprehensive, enterprise–grade Artificial Intelligence (AI) platform that unifies resident–facing and staff–facing services, modernizes the City’s Interactive Voice Response (IVR) capabilities, and provide secure, consistent, and multilingual access to City information across all channels– This platform will support conversational voice AI, voice, web chat, agent chat, short message service (SMS), channels document–grounded reasoning, and…

(1) Vendor needs to provide Five9 call center software.– Provide a multi–extension phone line with voicemail for the childcare administration tracking system help desk for internal staff to troubleshoot account issues.– This phone line will also be used for the provider portal and will allow for external customer communication.(2) The contract period will be for one year.

(1) Vendor needs to provide cloud–based VoIP and unified communications system.• Support approximately 130 users and approximately 150 extensions at initial deployment and allow future expansion without replacement of the core platform.• Provide enterprise calling, extension dialling, caller ID, call transfer, hold, park, forwarding, simultaneous ring, configurable business–hours/after–hours routing, and other standard enterprise telephony features.• Provide configuration and migration of…

(1) Vendor needs to provide 24x7x365 inbound outage dispatching services. • Providing outage dispatching services for city utilities services support call intake, outage reporting, dispatch coordination, customer communication, and automated notifications.• 24/7/365 U.S. located call center, staffed with professionally trained agents. English must be the primary language.• TTY/TTD capabilities ensure accessibility for all customers.• Business hours call handling services• After hours and…

(1) Vendor needs to provide 24x7x365 crisis call center services for residents of region through telephone, text, and web–based chat.• Services shall support suicide prevention, crisis assessment, de–escalation, referral, linkage, and real–time coordination with the regional crisis continuum.• Services shall include immediate crisis intervention, de–escalation, supportive listening, safety planning, referral, linkage, and access to local and regional resources.• Calls shall not be routed to…

(1) Vendor needs to provide 24x7 service desk services to the government authority located in Santa Monica, CA.• First point of contact for all incidents and service requests.• Password resets and access requests in accordance with city security policies.• Initial triage, categorization, prioritization, and escalation.• Basic troubleshooting of desktops, laptops, mobile devices, printers, and software applications• Advanced troubleshooting for Windows OS, Microsoft 365, networking and…

(1) Vendor needs to provide enterprise phone replacement service. – Provide a complete turnkey enterprise communications solution, including all labor, hardware, software, licensing, implementation, testing, documentation, training, warranty, and support. – Cisco unified communications manager (CUCM) environment and associated telecommunications equipment following successful migration to and final acceptance of the proposed solution.– Cisco unified communications manager (CUCM) enterprise…

(1) Vendor needs to provide enterprise unified communications telephone system.– Carrier–Grade Voice Call Reliability (Enterprise–Wide). The platform must sustain carrier–grade call quality and availability under bandwidth constrained, geographically distributed network, including sites served by terrestrial microwave and satellite, with no unacceptable degradation during scheduled or unscheduled network events.– Program–Level, Position–Based Hunt/Ring Groups (Enterprise–Wide). Calls must…

(1) Vendor needs to provide cloud–based next generation 9–1–1 call handling solution (CHS).– System supports emergency voice communications, Text–to–9–1–1, administrative call processing, and interfaces with CAD, recording systems, and administrative telephony services.– Solution shall support interoperability with external 9–1–1 systems for the receipt of transferred emergency calls.– Solution shall support standards–based SIP call handling sufficient to receive transferred 9–1–1 calls.–…

Vendor needs to provide Avaya telecom network cabling and security systems maintenance consultant services to the government authority located in Bloomfield, NJ.• Auto–attendant (with day/night options).• Caller ID.• Call–forwarding.• Conferencing.• Hunt groups.• Pickup groups.• DND.• Call transfer.• Remote voicemail access.• Managing call flows.• Troubleshooting.• Cabling.• Voicemail management.• Programming/Provisioning.• Maintaining and updating Network Switches and firewalls.

(1) Vendor needs to provide out of hours call answering service. • Provision of a reliable, secure and responsive out–of hours call answering service.• Service will support the Council outside normal office hours, including Public Holiday’s, the Christmas period, during emergency, severe weather and other exceptional events.• The standard out–of–hours service will operate from 5.00 p.m. to 9.00 a.m. Monday to Thursday and from 4.30 p.m. on Friday until 9.00 a.m. on the following Monday•…

(1) Vendor needs to provide 24x 7 zoonotic national grievance and query management helpline service.• The helpline will operate under a hub–and–spoke model, with the main helpline as the central hub which is 24*7 National Zoonotic helpline, Calls requiring support in regional languages are transferred to designated state call centers, acting as spokes.• The National Zoonotic Helpline will provide the dialer, call recording, and ticketing management system logins for seamless operations.• Level…

(1) Vendor needs to provide Artificial Intelligence (AI) powered customer service solution to modernize and enhance member and provider support services.– The solution integrates the Genesys Cloud platform with ServiceNow to provide an intelligent, omnichannel customer experience supporting voice, chat, and SMS interactions.– The implementation will automate routine customer service functions including eligibility verification, claim status inquiries, provider searches, benefits inquiries, and…

(1) Vendor needs to provide cloud–based communications platform. • Cloud–based options to deliver a consolidated, enterprise–grade solution for telephony and video collaboration. • Identify reliable, scalable, and secure platforms accessible to students, faculty, and staff, demonstrating high performance and ease of use across both physical campus facilities and remote locations.• Contact center capabilities, including call flow and queue management.• Tools to support platform administration…

(1) Vendor needs to provide administrative services for medical, pharmacy, stop loss, dental, vision benefit plans.• Medical administration services: claims adjudication and payment administration for the county self–funded medical plan.• Claims appeals, coordination of benefits, prior authorization administration and aca–required external appeals.• Provide a dedicated toll–free member service number exclusive to County members and maintain escalation access for complex claims, eligibility and…

Region Ten Community Services Board is soliciting proposals for the operation of a 24/7/365 Region One Crisis Call Center, providing telephone, text, and web-chat crisis services, including crisis intervention, assessment, de-escalation, referral, and coordination with regional crisis services. Proposals are due October 16, 2026, at 2:00 PM ET.

Vendor needs to provide unified communications and telephone system technology refresh service to the government authority located in Butte, MT.– To modernize its existing enterprise telephone and unified communications environment.– This project is to replace aging and unsupported endpoint hardware, modernize the underlying call–control infrastructure, enhance unified communications capabilities, transition legacy carrier services to SIP–based services, improve call reporting and records…

(1) Vendor needs to provide paratransit, demand accessible, and fixed route shuttle operation and maintenance services to the government authority located in San Rafael, CA. • Manage and operate select access paratransit and mobility service programs, the access call center, and select transit fixed route shuttle routes• Responsible for the operation and maintenance for these services, as well as providing support for these services through the access call center, including service scheduling…

The NAVSUP Fleet Logistics Center (FLC) Norfolk, VA 23511-3392 intends to negotiate an Indefinite Delivery, Indefinite Quantity (IDIQ) contract with Firm Fixed Price (FFP) provisions for Centrex Voice Services as required by Naval Computer and Telecommunications Area Master Station Atlantic (NCTAMS LANT). The instant acquisition requires the contractor to provide commercially available integrated voice services via Central Office (CO) based, dial tone facilities to defense activities located…

This is a SOURCES SOUGHT NOTICE (SSN) announcement. SSNs are issued to assist the Agency in performing market research to determine industry interest and capability. No proposals are being requested or accepted with this synopsis. THIS IS NOT A SOLICITATION FOR PROPOSALS AND NO CONTRACT SHALL BE AWARDED FROM THIS SYNOPSIS. Therefore, no proposals are being requested or accepted in response to this SSN. In accordance with (IAW) Federal Acquisition Regulation (FAR) Part 10, SSP is conducting…

Please note this solicitation is not ready to be issued as of this date. The Embassy of the United States in Yaounde will launch the solicitation on the SAM.gov website when it is available. The requirement is for mobile telephone services. The U.S. Embassy is using 500 lines for official purposes. The Contractor shall provide complete mobile telephones services for the U.S. Embassy of Yaounde, Cameroon. Services provided shall include: Calls within Cameroon International Calls International…

Please note this solicitation is not ready to be issued as of this date. The Embassy of the United States in Yaounde will launch the solicitation on the SAM.gov website when it is available. The requirement is for mobile telephone services. The U.S. Embassy is using 500 lines for official purposes. The Contractor shall provide complete mobile telephones services for the U.S. Embassy of Yaounde, Cameroon. Services provided shall include: Calls within Cameroon International Calls International…

Please note this solicitation is not ready to be issued as of this date. The Embassy of the United States in Yaounde will launch the solicitation on the SAM.gov website when it is available. The requirement is for mobile telephone services. The U.S. Embassy is using 500 lines for official purposes. The Contractor shall provide complete mobile telephones services for the U.S. Embassy of Yaounde, Cameroon. Services provided shall include: Calls within Cameroon International Calls International…

Please note this solicitation is not ready to be issued as of this date. The Embassy of the United States in Yaounde will launch the solicitation on the SAM.gov website when it is available. The requirement is for mobile telephone services. The U.S. Embassy is using 500 lines for official purposes. The Contractor shall provide complete mobile telephones services for the U.S. Embassy of Yaounde, Cameroon. Services provided shall include: Calls within Cameroon International Calls International…

RFI XXXXXXXXX Page 4 of 4 Department of Veterans Affairs (VA) QGenda On-Call Full Range Scheduling Software Request for Information (RFI) Introduction This Request for Information (RFI) is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the government as to the ultimate acquisition approach. In accordance with Federal Acquisition Regulation (FAR) 15.201(e), responses to this notice are not offers and cannot be accepted by the…

The Defense Commissary Agency (DeCA) Pacific Region, Guam requires reliable commercial cellular telephone services, including voice, text, data, and international roaming capabilities, to support official Government operations for DeCA Guam. The objective of this requirement is to procure cellular service plans and necessary equipment for five (5) key personnel (3 Store lines and 2 CDC lines). The Contractor shall provide commercial cellular services, equipment (Bring Your Own Device(BYOD)…

This requirement is an urgent single source, commercial service procurement and will be sole sourced to Unify/MCS. The resulting firm fixed price contract award will be to one large business contractor. It was determined due to the level information of the requirement, MCS of Tampa system software maintenance patches, and ability to perform remote diagnostics and corrective maintenance, the procurement would be limited to be solicited via sole source methods to MSC of Tampa. MCS of Tampa is…

Sources Sought: Electronic Dental Annual Help Desk Support Sources Sought Notice Number: IHS-WAG-27-1531279 This Sources Sought Notice is for informational and planning purposes only and shall not be construed as a solicitation, an obligation or commitment by the Indian Health Service. This notice is intended strictly for market research to determine the availability of Indian Economic Enterprises (IEE)Businesses. Your responses to the information requested will assist the Government in…

5/16/2025 The contact email address is changed from: smallbusinessoffice@cbp.dhs.gov to cbp-ipop@cbp.dhs.gov Also, we appreciate the patience of the contractor community as we try and meet all of the meeting request. When selecting a program office please keep in mind the workload and the number of request that are being scheduled. Not all program office meeting request will be accepted, but the Office of Acquisitions (OA) will take all meeting reuqest and record them if we can't pull someone…

Please note this solicitation is not ready to be issued as of this date. The Embassy of the United States in Mexico City will launch the solicitation on SAM.gov when it is available. The U.S. Embassy in Mexico City requires a contractor to provide preventive maintenance service to the AV Intercom System throughout the period of performance. The anticipated performance period is for one base year only. All responsible sources may submit a quotation, which will be considered. The Government may…

See attachments. Phoenix Area Indian Health Service (IHS) is soliciting proposals for Area-wide Managed Teleradiology Services. The Government intends to award a single-award, firm-fixed-price (FFP), indefinite-delivery/indefinite-quantity (IDIQ) contract with a Base Period and four one-year option periods. Services include interpretation of diagnostic imaging studies and associated support services for participating Phoenix Area IHS facilities. This acquisition is a 100% Service-Disabled…

THIS IS AN ON-GOING PRE-SOLICITATION NOTICE FOR TREATMENT SERVICES – PROPOSALS WILL NOT BE ACCEPTED IN RESPONSE TO THIS NOTICE ATTENTION VENDORS: TO FIND OUT WHETHER A DISTRICT WILL ISSUE ASOLICITATION FOR TREATMENT SERVICES, CONTACT THE CHIEF PROBATION OR PRETRIAL SERVICES OFFICER IN THEIR RESPECTIVE DISTRICT TO BE PLACED ON A MAILING LIST. Contact information for the Chief Probation and PretrialServices Officer may be obtained by using the court locator online at…

The U.S. Embassy in Panama requires mobile and data services, including voice and text for basic phones and unlimited data service for Smart Phones and Tablets, for official domestic and international use. The anticipated performance is for a base year, with two one-year option periods, if exercised by the Government. The U.S. Government intends to award a contract to the most qualified, responsible offeror representing best value using trade-off evaluation methodology. The Embassy intends to…

The U.S. Embassy in Panama requires mobile and data services, including voice and text for basic phones and unlimited data service for Smart Phones and Tablets, for official domestic and international use. The anticipated performance is for a base year, with two one-year option periods, if exercised by the Government. The U.S. Government intends to award a contract to the most qualified, responsible offeror representing best value using trade-off evaluation methodology. The Embassy intends to…

THIS IS AN ON-GOING PRE-SOLICITATION NOTICE FOR TREATMENT SERVICES - PROPOSALS WILL NOT BE ACCEPTED IN RESPONSE TO THE NOTICE. ATTENTION VENDORS: TO FIND OUT WHETHER A DISTRICT WILL ISSUE A SOLICITATION FOR TREATMENT SERVICES, CONTACT THE CHIEF PROBATION OR PRETRIAL SERVICES OFFICER IN THEIR RESPECTIVE DISTRICT TO BE PLACED ON A MAILING LIST. Contact information for the Chief Probation and Pretrial Services Officer may be obtained by using the court locator online at…

Walter Reed National Military Medical Center (WRNMMC) has a requirement for non-personal services to support the Hospital Communications Department and Executive Secretary Program. The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform Hospital Communications and Executive Secretariat Support Services as defined in this Performance Work Statement (PWS) except for…