SW-120870 - USA (Massachusetts) - Live Agent Visual Interpretation Software - Deadline November 20,2026

(1) Vendor needs to provide live agent visual interpretation software. • Deliver real–time visual interpretation and navigation support for blind and low–vision riders in rapid–transit environments.• Solution shall support current native iOS and Android accessibility features.• Provide reports through a dashboard or self–service portal and allow export in commonly usable formats such as CSV/Excel and PDF. • Implement a reliable, accessible, software–based live–agent visual interpreting service that allows blind and low–vision riders to connect with trained agents for real–time audio and visual assistance while navigating stations• Solution shall function in indoor and outdoor transit environments, require no dedicated physical infrastructure, operate with minimal ongoing support, and provide measurable service quality through defined SLAs and KPIs.• Provide a simple and accessible method for riders to engage the service through supported smartphones.• Configure account, routing, geolocation, program or other administrative controls to distinguish sponsored transit–related use from general–purpose use.• Configure and test station coverage, user access, call routing, reporting and transit–related–use controls.• Provide ongoing technical support, incident management, service monitoring and issue resolution.• Provide service–performance metrics including connection time, calls exceeding the SLA, completed calls, abandoned/unanswered calls, service availability and incident information.(2) All the questions must be submitted no later than Nov 3, 2026. (3) The contract period will be for three years.