SW-116680 - USA (Georgia) - Veterinary Teaching Hospital Call Center 2.0 Software - Deadline July 31,2026

Vendor needs to provide veterinary teaching hospital call center 2.0 software.• Replicate or improve upon the current call center configuration prior to go–live, including multiple phone trees, queue structure, routing logic, and associated voicemail configurations.• System must support a high–volume call center, with features such as multi–agent handling, customizable phone trees, and advanced call routing to align with hospital operations.• Call center agents – These are the individuals who handle the day–to–day workflow of the contact center including taking live calls, answering emails, sending text messages, etc.• Call center supervisors – These are the individuals who may take live calls and perform other call center tasks if needed due to volume.• The system must allow the supervisors to have real–time visibility into agent status, availability, and queue participation.• Call center administrators – These are the individuals who will be handling the actual set up of the call center, assigning users to groups, making programming changes, etc.• Call center agents currently utilize shared email accounts. However, they are not integrated with our current call center.• Web Chat Feature.• Technical support: As a 24/7 hospital, we require support for emergent issues (such as call center disruptions) 24 hours a day, 365 days a year