The government authority in North Carolina is seeking proposals from qualified vendors to provide a robust, cloud-based Customer Relationship Management (CRM) Software as a Service (SaaS) solution for its contact center operations. This initiative, part of the agency's Link Software Replacement Project, aims to deliver innovative, mobile-first public and internal-facing services that streamline the management of service requests and enhance both customer and representative experiences.

Key requirements include an omnichannel intake system for seamless 24/7 service request entry and tracking, as well as integration with essential platforms such as Microsoft Entra ID (AzureAD) for user authentication, Cisco Webex Contact Center for telephony, Microsoft 365 for email communications with document attachment automation, Microsoft Power BI for analytics, and Esri ArcGIS Online for address geocoding. The ideal solution should also support features such as AI-powered real-time call resolution suggestions, automated generation and updating of knowledgebase articles and FAQs, an extensive API library for future integrations, and automated routing and escalation of service requests.

Vendors interested in this opportunity must address all questions by January 23, 2026. An optional pre-bid meeting is scheduled for January 15, 2026.