SW-121478 - USA (Texas) - Customer Service Workforce Management Software - Deadline November 12,2026

(1) Vendor needs to provide customer service workforce management software.– Provide upgrade and perform service account password changes to suite software which includes workforce management (WFM), quality monitoring (QM) voice recording, desktop processing and analytics (DPA), and speech analytics software.– All this software is exclusively used by customer care and call center to schedule and monitor agent activity and analyze why customers are calling.– Environment which consists of eight [8] servers will need to get the following packages installed as part of the upgrade:– The latest patch for general release.– Latest security tools and packages.– Latest and compatibility package.– Latest Published update package.– Latest Mandatory Update package.– Vendor will validate the current patch level of the system to ensure any prerequisites are in place and that there are current backups of servers or a backup strategy the agency can put in place prior to patching or password changes.– After–hour work must be added to work performed to the environment.– A paired down Site Acceptance Test (SAT) must be run on the environment to ensure system functionality.– Vendor will consult with if no backups are currently in place based on best practices.– Go–Live support work must also be added.– Product specification:– Implementation activities–lab. – Implementation activities–production. – Business consulting services. – Verint service unit. – Value realization services.– Training and enablement.(2) All the questions must be submitted no later than November 9, 2026.(3) The contract period will be for one year.