SW-115914 - USA (New York) - Unified Communications System - Deadline August 4,2026

(1) Vendor needs to provide unified communications system.• Next–Gen Unified Communications modernization efforts, the proposer should be able to procure, implement and support Contact Center AI services, including advanced virtual agents and intelligent routing, resulting in customer satisfaction and higher first–contact resolution rates.• Natural Language Processing (NLP) and Natural Language Understanding (NLU)• AI–powered virtual agents (Voicebots & Chatbots)• Real–time agent assistance utilizing AI• AI–driven Quality Assurance and Performance Analytics• Omnichannel AI integration and context preservation when interactions are moved between channels• Designing, developing and implementing advanced scripts for Cisco call routers at City agencies, using Cisco Unified Customer Voice Portal (CVP) and Intelligent Contact Management (ICM) scripting• Providing 24x7 application support and maintenance• Design, development and implementation support for remote work utilizing Cisco Expressways and Cisco Cloud–Connected UC• Designing, developing and implementing support for Webex–to–Teams integration using the Cisco Call app for Microsoft Teams