Knowledge System for Water Call Center for Water Department

The City of Tampa’s (City) Utilities Call Center Division is seeking proposals from qualified companies to deliver and implement a new Call Center Knowledge Operations Software (System). The City desires to obtain a Commercial-Off-The Shelf software package that has been developed by third party software firms with substantial functionality with minimal development, modifications or enhancements to the software package. The company shall be qualified and experienced in the industry and propose best practices currently being used by Government Agencies. The preferred system shall be Web Based utilizing no, or very limited number of, browser Plug-ins or additional software besides the web browser (e.g. Java) on City desktops and preferably, also have a mobile app for use on iOS and Android devices. The City prefers a hosted solution and Proposers are to propose a Software as a Services (SaaS) model. The City desires a solution that has substantial functionality and requires minimal development, modifications or enhancements to the System. The Successful Proposer shall be qualified and experienced in the industry, proposes best practices currently being used and have a similar system currently operational by Government Agencies similar to the services being proposed by the City.