SW-116980 - USA (Tennessee) - Call Center Including Computer Assisted Telephonic Interviewing System - Deadline August 24,2026

(1) Vendor needs to provide call center including computer assisted telephonic interviewing system• Support the call center’s current call center operations and computer–assisted telephonic interviewing needs;• Install, operate, and maintain a call center system with computer assisted telephonic interviewing (CATI) to replace the current in–house developed call center system.• Support documentation, reporting, data migration, system operation, maintenance, and training needs for the state call center.• Documentation of call center and client interactions• Integration with the systems identified in the Pro Forma Contract.• Call center system with CATI solution, including user navigation, call center workflow, computer–assisted telephonic interviewing functionality, documentation of client interactions, call status tracking, call notes, user roles, and how state staff would use the system during daily operations.• Reporting functionality, including standard reports, ad hoc reporting capabilities, data warehouse or reporting data access, export functionality, report scheduling, report filtering, user access to reporting tools• Operations, Maintenance, Help Desk, and Performance Targets• Ease of access with applicable devices and operating systemsTask 1 – Project Initiation, planning and managementTask 2 – System development, documentation, implementation, and hosting:Task 3 – System interoperabilityTask 4 – User acceptance test (UAT), data migration, roll out, and SDLCTask 5 – Assessment of disaster recoveryTask 6 – System trainingTask 7 – System reporting(2) All the questions must be submitted no later than August 3, 2026.(3) The contract period will be for five years.(4) Pre–bid meeting will be held on July 27,2026