(1) Vendor needs to provide inbound voice agent software– Contractor will provide an Inbound Voice Agent (“IVA”) that will be integrated with our Electronic Health Record (“EHR”) system to answer caller inquiries, confirm, cancel, or reschedule appointments, accept prescription refill requests, and seamlessly transfer calls to front office staff– Software Availability: calls twenty–four (24) hours a day/seven (7) days per week– Task Automation: Includes performing actions such as booking appointments, providing order status updates, or managing simple queries.– Intelligent Call Routing: Includes understanding the caller’s intent and directing them to the correct place or person.– Integration: Ability to integrate with Upstage’s systems (EHR, EPIC) to read and update information.– Scalability: Includes software’s ability to manage a high volume of calls without additional staff.– Customization: Includes ability for software to be programmed with a specific voice, conversation style, and tone. (2) The contract period will be for two years.