Call Center and Computer-Assisted Telephonic Interviewing System
Overview
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SUMMARY
DESCRIPTION
The issuing agency in Tennessee is seeking a vendor to support current call center operations and provide a computer-assisted telephonic interviewing (CATI) system to replace its existing in-house developed platform. The selected vendor will be responsible for installing, operating, and maintaining the solution, while supporting documentation, reporting, data migration, system operations, maintenance, and training for the state call center.
The requested solution must include call center workflow tools, user navigation, CATI functionality, documentation of client interactions, call status tracking, call notes, user roles, and support for daily operational use by state staff. The system must also provide reporting capabilities such as standard reports, ad hoc reporting, export functions, report scheduling, report filtering, and appropriate user access to reporting tools. Integration with systems identified in the pro forma contract is also required.
The scope of work includes project initiation and management, system development, documentation, implementation, hosting, interoperability, user acceptance testing, data migration, rollout, SDLC support, disaster recovery assessment, system training, and reporting. The contract term is expected to be five years. A pre-bid meeting is scheduled for July 27, 2026, and vendor questions are due by August 3, 2026.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due August 24, 2026.
- Who is a good fit for this opportunity?
- Call center software provider with CATI platform experience
- Firm with expertise in hosted system implementation, operations, and maintenance
- Vendor experienced in government or public-sector contact center projects
- Team capable of systems integration, data migration, and user acceptance testing
- Provider with training, help desk, and reporting/dashboard development capabilities
- Company with disaster recovery planning and performance management experience
Analysis generated by Settle AI from the source RFP.
RFP Hunter shows what is open. Settle shows what is forming.
Settle pieces together buyer signals, budgets, contract activity, and the sources your team already monitors. See why an opportunity fits and what to do before the RFP posts.