Inbound and Outbound Contact Center Solution

The agency is seeking an inbound and outbound contact center solution to support potential and existing students with questions regarding enrollment, retention, financial aid, and student accounts. The selected provider must deliver excellent service quality to prospective students, current students, and parents across admission, registration, records, financial aid, and student accounts inquiries. The scope of work covers up to 175,000 projected annual live inquiries, primarily conducted via phone, online chat, and potentially email. The agency requires 24/7/365 monitoring of all servers, with automated system alerts for excessive CPU, low disc space, and application pool failures sent to the application hosting support engineers. The requested solution includes public cloud services, defined as any contract for software as a service, platform as a service, or infrastructure as a service. For outbound campaign services, the agency requires details on service overview, availability and coverage periods, communication channels utilized, and the technologies or resources used to contact, track, and measure campaigns. Only onshore organizations based in the United States are eligible to bid on this opportunity. The selected vendor will perform all work offsite under a contract term of two years. Bidders must submit their responses digitally via email or an online portal, and the agency is currently looking for proposals to determine the budget. All questions regarding this opportunity must be submitted no later than May 29, 2026.