Customer Relationship Management System

The buyer requires a customer relationship management system that provides centralized case management, automated routing, service-level agreement tracking, and omnichannel work handling across voice, email, chat, and mobile or web tasks. The requested scope includes contact and partner management, 311 staff visibility, configurable reporting, a full communication management framework, customer notifications, and call center operations such as screen pop, call recording, quality monitoring, and supervisor dashboards. Eligible bidders must be USA organizations. The vendor must perform all work offsite at their own office premises. Bidders must submit all questions no later than September 8, 2026. The buyer has not specified a fixed budget and is looking for proposals.