SW-115488 - USA (Washington, DC) - Unified Communication Platform - Deadline June 18,2026

(1) Vendor needs to provide unified communication platform. – Provide the infrastructure for the operation of a contact center that offers Interactive Voice Response (IVR) functionalities, manages calls, to support robust virtual service channel for the agency. – Annual Licensing for up to 100,000 minutes for 12, months.– On–demand support for technical remote assistance and system support.– Short messaging service.– Reporting.– Design and platform configuration.– Platform implementation, testing and training.– Go live support and stabilization.– On demand technical assistance.• Requirements:– Platform should have the ability to manage calls, call recordings, call transfer and call deposition registration.– Generate reports that monitor real time and monthly performance metrics such as the types of calls (including incoming calls, outgoing calls, virtual appointments, call transfers, and other variations).– Provide telephone numbers that will be designated for the contact center.– Ability to configure the IVR (Interactive Voice Response), to include a welcome message, menu options, and procedures for after–hours operations (such as messages or voicemail options).– The distribution of skill groups (pertaining to language capabilities or handling of complex calls for functions such as breastfeeding support or nutrition).– The implementation of a satisfaction survey or feedback collection mechanism. – The establishment of accounts for agents and supervisors.– Real time chat support though website and mobile apps capability.– Ability to have a centralized and decentralized call center.– Automated calls for surveys and campaigns.(2) The contract period will be for one year.