RFI for Call Queue Management System

The buyer requires a modern call queue management system to replace its current platform and support inbound telephone enquiries. The solution must operate with Microsoft Teams telephony, support a bilingual caller experience, and enable future growth. Requested scope includes queue management, callback functionality, reporting, business continuity, enterprise system integrations, and call handling functions such as answering, holding, transferring, conferencing, and consulting. The system must also provide intelligent and skills-based routing, real-time supervisor monitoring, call recording, quality assurance, after-call work, disposition tracking, and caller queue position and wait time estimates. Eligible bidders must be an onshore USA organization. The contractor will perform all work offsite. The buyer is looking for a proposal to determine the budget, and vendors can submit responses digitally via email or online.