Web-Based CPaaS Phone Solution

The agency is seeking a web-based Communications Platform as a Service (CPaaS) phone solution to modernize its communication infrastructure. This initiative aims to solve the need for phone resiliency, mobility, future-proofing, scalability, and backup alternatives. The requested platform must deliver a modern phone system alongside a comprehensive call center platform that acts as a voice intermediary with an automated backend to a web-based case management system. The scope of work for the phone system platform covers Voice over Internet Protocol (VoIP) handset compatibility, a desktop application, and a mobile smartphone application. It also requires visual Interactive Voice Response (IVR), auto-attendant, voice recognition, skills-based designations, call queues, Application Programming Interface (API) integrations, an API interface, voice recognition and response prompting, and text-to-speech prompts. The call center platform scope encompasses classic call center functions, a rich set of canned and customizable reporting, text-to-speech and speech-to-text conversions, API integrations, multi-language support, and transcription services. Additionally, the agency requires webchat, email, and two-way texting exchange capabilities, a solution to the ten-digit long code (10-DLC) texting rule, toll-free and local number call support, an email solution, a texting solution, and automated workflows with artificial intelligence capabilities. Eligibility is strictly limited to onshore organizations based in the United States of America. The agency requires all performance of the work to take place offsite. Bidders must submit their responses digitally, either via email or through an online portal. The agency is currently looking for proposals to establish the budget and has not signaled a specific funding limit. No key dates are specified in the sourcing details.