UGA Veterinary Teaching Hospital Call Center Software

Purpose of Procurement
Pursuant to the State Purchasing Act (Official Code of Georgia Annotated 50-5-50 et seq.), this electronic Request for Proposals (eRFP) is being issued to establish a contract with a qualified supplier who will provide a Telephone Software System to the College of Veternary Medicine Teaching Hospital at the University of Georgia as further described in this eRFP.
The proposed system must support a high-volume call center, with features such as multi-agent handling, customizable phone trees, and advanced call routing to align with hospital operations. This upgrade is essential to improve the efficiency and responsiveness of our communications, ensuring timely support for approximately 12,000 incoming calls per month from animal owners and veterinary professionals at the local, regional, and national levels.  The goal of this solicitation is therefore to procure a system that can be customized and implemented for the UGA-CVM t to accomplish the goals and objectives outlined in our Bid Specifications document.
The University's  preferred award structure is a one-year Agency Contract with up to four annual renewals thereafter.  This will be a single contract award to the highest scoring responsive and responsible supplier with whom the University can come to agreement on terms and conditions.