Customer Service Workforce Management Software Upgrade and Implementation Services

The buyer seeks an onshore US organization to provide customer service workforce management software upgrades and related support services across an eight-server environment. The selected vendor must install the latest general release patches, security tools, compatibility updates, and mandatory packages, alongside performing service account password changes across workforce management, quality monitoring voice recording, desktop processing and analytics, and speech analytics systems. Scope of work also entails pre-patch validation, backup strategy consultation, after-hours execution, a pared-down Site Acceptance Test, go-live support, lab and production implementations, business consulting, Verint service units, value realization services, and training. Work will occur offsite under a one-year contract term. Eligible vendors must submit responses digitally online or via email, and all questions are due no later than November 9, 2026.