The University of North Carolina at Chapel Hill

The buyer is seeking a comprehensive Contact Center as a Service (CCaaS) solution to initially support its IT Telecommunications and Service Desk departments. The solution should be scalable to support multiple department configurations over time. Key features include automated call distribution, interactive voice response, call recording, customizable dashboards, and omnichannel customer experience. The buyer requires integration with existing systems and compliance with security standards. The selected vendor will be responsible for implementation, training, and ongoing support.

• 2/7/2025 - Written Questions Deadline
• 2/21/2025 - University's Response to Questions
• 3/7/2025 - Proposal Due Date
• 3/31/2025 - Selection of Finalists
• 4/14/2025 - Interviews/Presentations

• Configure, test, and deploy the CCaaS solution
• Provide training for University administrators on system use and administration
• Integrate with TeamDynamix customer support ticketing tool via API
• Integrate with University's hosted SIP-enabled IP-managed network for calling
• Implement solution for ITS Telecommunications and ITS Service Desk
• Provide ongoing maintenance and support for the CCaaS solution
• Enable scalability to support multiple department configurations over time
• Ensure data backup and recovery capabilities
• Comply with information security and PCI requirements
• Provide omnichannel customer experience capabilities