SW-119535 - USA (Missouri) - Mission-Critical Dispatch Call Handling and Radio Integration System - Deadline September 25,2026

(1) Vendor needs to provide mission–critical dispatch call handling and radio integration system.– Provide a mission–critical, hybrid–architecture dispatch call handling system.– The ideal system must seamlessly bridge traditional telephony, and existing Land Mobile Radio (LMR) infrastructure.– Replace the legacy corporate phone system at the dispatch desk with an operational technology (OT) solution capable of handling high–volume operational spikes (e.g., severe weather events) while ensuring absolute communication continuity with field crews across a dual–site architecture.– The recording platform must capture all incoming and outgoing telephony traffic, as well as the active audio streams of any patched phone–to–radio conversations initiated at the console. – The system must leverage secure cloud infrastructure to deliver advanced data tools (e.g., real–time transcription, AI–assisted translation, and dynamic web–mapping updates) without introducing a single point of failure to the voice path. – The user interface (UI) must allow a single operator to answer incoming telephone trunks and interact with field radio channels from a unified workspace without shifting between distinct software systems or physical control heads. – The system must include active, automated cyber threat detection, monitoring, and containment protocols at the local appliance level to prevent localized network malware from compromising dispatch capabilities. – The console software must be capable of maintaining full cryptographic security from the dispatch desk to the field radio. – The IVR system must be able to forward callers to another phone line and should be able to provide textual information to third–party applications (e.g., address information, description of issue, etc.).– The system must include on–hold music/messaging. – The utility serves approximately 60,000 customers and the system must support multiple simultaneous calls without a busy signal, redirecting to voicemail or an auto attendant. – The system must provide IVR functionality using artificial intelligence and natural language processing with automatic language translation for Spanish–speaking callers.