(1) Vendor needs to provide call center software. – Provide, configure, and implement a comprehensive call center software solution for the customer service team. – Solution must enhance caller experience, support intelligent call flows, provide robust analytics, and improve operational visibility across the customer service environment. – Provide a complete, integrated call center software solution, including all required hardware and equipment, to enable seamless customer service operations. – The solution must support a full suite of functionality, including integrated chat services, call recording, intelligent call routing, and automated customer callback options. – Customizable message prompts and agent scripting will be provided, enabling administrative users to adapt workflows and communications as needed. – The solution will be installed and configured according to client requirements, including custom call flow design, IVR prompt setup, and integration with existing CRM or ticketing systems as specified. – Real-time monitoring features, such as supervisory dashboards, must be included to facilitate live oversight of agent activity, call flows, and key performance indicators. – Administrative access and tools will allow for secure management of scripts, call flows, role assignments, and reporting functionalities, ensuring both flexibility and strong system governance. – Comprehensive reporting and analytics for call volumes, trends, staffing needs, and performance metrics. – Customizable scripts and message prompts. – Estimated call wait time notifications. – Call recording for quality assurance and training. – Callback request functionality. – Real-time monitoring and agent activity tracking. – Softphone or VoIP devices. (2) All the questions must be submitted no later than February 02, 2026.