SW-117688 - USA (Massachusetts) - Cloud-Based, Web-Based Customer Service and Ticketing Solution - Deadline August 24,2026

(1) Vendor needs to provide cloud–based, web–based customer service and ticketing solution.– Provide a web–based software as a service (SaaS) customer service and ticketing solution to support public facing inquiries directed to the learning and development division. – Solution must provide a centralized customer service portal and ticketing platform to manage requests received by telephone, email, or website form which can be directed to at least two different groups.– Platform requirements:– Cloud–based, web–based Software SaaS solution.– Secure browser–based access.– Support for multiple customer service accounts and shared inboxes.– Customer access and engagement:– Omnichannel support for customer inquiries, including web, email, phone, mobile, and other supported communication channels.– Customizable customer satisfaction surveys following ticket resolution.– Ticket and workflow management:– Automatic ticket creation and lifecycle tracking.– Ticket assignment, categorization, prioritization, and search.– Forms and data collection:– Configurable forms and templates.– Required fields, data validation, and standardized drop–down menus.– Reporting and analytics:– Configurable dashboards and real–time reporting.– Key metrics, including response times, ticket volume, and customer satisfaction.– Integrations:– Integration with Microsoft Office Suite and the agency phone system with transcription capabilities.– Direct access to underlying database via API for data queries.(2) All the questions must be submitted no later than August 10, 2026.(3) The contract period will be for three years.