Hosted VoIP Unified Communications Phone Solution

The Commonwealth of Massachusetts is seeking a provider for a hosted VoIP unified communications phone solution that integrates with Microsoft Teams and supports a hybrid workforce. The selected solution must offer a fully hosted, robust, and user-friendly voice system, including a softphone feature accessible to both in-office and remote users. Integration via direct routing to Microsoft Teams is essential, allowing Teams to function as the primary phone client for approximately 130–150 Office 365 E5 licensed users, with provisions for a small number of VoIP-enabled desk phones for office use.

The platform should be based on proven technology and support ongoing advancements, offering intuitive administrative controls for client administrators to configure user settings. Standard calling features such as voicemail-to-email, call forwarding, Caller ID, call transfer, call hold, mute, and conferencing must be included. The solution must reliably support users around the clock to accommodate a full hybrid workforce and include a web dashboard for ticket creation, billing management, feature requests, and administration of user extensions.

Additional requirements include a cloud fax solution, access to a digital and analog converter for legacy devices, and comprehensive reporting tools to track utilization and key metrics. IT personnel must have full administrative rights to manage user accounts, numbers, voicemails, and configurations. The contract term is three years.