UGA Veterinary Teaching Hospital Call Center Software 2.0

This Request for Proposals (RFP or Sourcing Event) is being issued to establish a contract with a qualified supplier who will meet the State Entity¿s needs as described in this Sourcing Event. This RFP process will be conducted to gather and evaluate responses from suppliers for potential award. All qualified suppliers are invited to participate by submitting responses, as further defined below. After evaluating all suppliers¿ responses received prior to the closing date of this Sourcing Event and following negotiations (if any) and resolution of any contract exceptions, the preliminary results of the Sourcing Event process will be publicly announced, including the names of all participating suppliers and the evaluation results. Subject to the protest process, final contract award(s) will be publicly announced thereafter.
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 Veterinary 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 10,000 incoming calls per month from animal owners and veterinary professionals at 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 College of Veterinary Medicine Teaching Hospital 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