SW-118741 - USA (Ohio) - Phone and Telecommunications System Replacement Service - Deadline September 23,2026

(1) Vendor needs to provide phone and telecommunications system replacement service. – Design, configure, and deploy an enterprise–grade, hybrid unified phone system designed to support 155 users across multiple operational environments, specifically anchoring a dedicated dispatch hub alongside a specialized customer service call center.– The new system must seamlessly integrate communication across both agencies while preservingtheir separate, existing phone numbers and public identities.– The selected vendor shall designand deploy a communication solution tailored to our specific operational requirements, providing all necessary handsets, software licensing, and related hardware for seamless multi–site integration.– To ensure quality assurance and training capabilities, the entire system must include integrated call recording and live monitoring tools accessible by administrators at both organizations.– Provide telecommunications system that provides a cutting edge and enhanced customer experience.• Deliver an innovative system designed to fundamentally improve the customer experience by optimizing communication channels and streamlining interaction points.• Scalability – Platform architecture must accommodate future growth without requiring a core system replacement.• High availability infrastructure designed to eliminate single points of failure and minimize system downtime.• The proposed system must support hot–desking/hoteling capabilities, allowing hybrid and shift–based employees to provision any shared desk phone with their unique extension, profile settings, and voicemail access via a simplified sign–in mechanism.• For all outbound and inbound external calling, the system must preserve and utilize each agency’s separate, existing phone numbers to maintain distinct public identities.• The solution must provide robust supervisory training features, including call monitoring, whispering (coaching the agent without the caller hearing), and call barging (joining the active call) for team–based training environments and quality evaluation.• The software should support flexible agent state management, allowing agent login and logout sequences to be executed manually by a supervisor or triggered automatically by the system based on pre–defined schedules or inactivity rules.• The platform should support flexible agent profiling, allowing individual customer service representatives to maintain simultaneous active memberships across multiple contact center groups, queues, or skill tiers.• The supervisor dashboard application will display real–time pop–up alerts automatically when active agent conversations trigger pre–configured negative sentiment or escalation parameters.• The solution should provide supervisors with a consolidated, single–window dashboard interface. This dashboard should display real–time call monitoring and concurrent performance statistics for multiple contact center groups.(2) All the questions must be submitted no later than September 16, 2026.(3) Pre–bid meeting will be held on September 8, 2026.