SW-121920 - USA (Massachusetts) - Cloud-Hosted Phone System - Deadline December 2,2026

(1) Vendor needs to provide cloud–hosted phone system. – Supply, provision, fully install, test and support a cloud–hosted, multi–site phone system (Unified Communications as a Service) with approximately 195 IP phones and 245 extensions.– Porting of all existing Town numbers listed and any new numbers needed.– Cloud–hosted calling licenses for all users, including all features.– New desk phones, power supplies and analog adapters, purchased outright by the agency (the agency will not consider a lease option for desk phones).– Network readiness assessment of all sites, including member–town sites, covering QoS, bandwidth and PoE.– Design and configuration of auto attendants, call flows, hunt groups and queues, and E911 locations.– Installation, testing, cutover and day–one on–site support.– Training for end users, department administrators and the agency's system administrators.– Ongoing support, maintenance, software updates and upgrades, and reporting for the full three–year contract term.– The system must act as a single system across all agency sites.– Fully cloud–hosted platform– Remote voicemail access, and the ability to change greetings and PINs remotely– Transfer a caller directly into any user's voicemail.– The agency wants the AI features available on the platform today. Proposers must describe each AI feature they offer, whether it is included or extra cost, and the underlying AI model provider.(2) The contract period will be for three years.