(1) Vendor needs to provide enterprise contact center solution.– The Solution must have configure–routing rules to direct interactions to the most appropriate agent or queue based on factors including:• Customer data• Language preference• Time of day• Interaction reason• Agent skills– The Solution must ensure a unified agent desktop, consistent customer experience, and centralized interaction history.– The Solution must provide accessible and engaging interfaces that feature intuitive designs, fostering a seamless user experience and encouraging active participation.– The Solution must allow customer service agents to indicate availability.– The Solution must allow customer service agents to view agent schedules.– The Solution must allow customer service agents to request shift trades.– The Solution must allow customer service agents to manage a customer case, including determining its category and priority.– The Solution must allow customer service agents to create, assign, and manage tasks associated with a customer case.– The Solution must allow customer service agents to link two or more related or duplicate cases.– The Solution must have the ability to support the use of screen readers, dictation, and other solutions for the blind or visually impaired.– The Solution must provide agents with a unified desktop that pulls information and functionality from various integrated systems, reducing context switching and improving efficiency.(2) All the questions must be submitted no later than November 11, 2025.(3) A virtual pre–proposal conference will be held on November 17, 2025.