(1) Vendor needs to provide contact center customer relationship management system to the government authority located in NC. – Agency is soliciting proposals from qualified vendors offering established cloud–based Customer Relationship Management (CRM) Software as a Service (SaaS) solution to house and manage the agency’s call center information and processes. – The goal of the proposed agency Link Software Replacement Project is to establish innovative, mobile first public and internal–facing services, that will serve as the agency’s call center service request application system. • Design objectives: • Omnichannel Intake: to allow 24x7 service request entry and tracking across a broad range of technologies. • Service Request Creation & Tracking: with a robust agency Link customer service representative experience that provides integration with: – Microsoft Entra ID (AzureAD) user authentication – Cisco Webex Contact Center phone system integration – Microsoft 365 email communication with automatic document attachment capabilities – Microsoft Power BI reporting or similar reporting and analytics dashboards – Agency’s Esri ArcGIS Online address geocoder (and reverse geocoder) service – Real–time Artificial Intelligence (AI) call resolution suggestions (Optional) – Automatic creation/updating of knowledgebase articles and/or FAQs by call type – Extensive API library to allow for future integrations with other agency software application systems – Automated Routing & Escalation: of service requests to departmental applications (2) All the questions must be submitted no later than January 23, 2026. (3) Optional pre–bid meeting will be held on January 15, 2026.