An organization in New York is seeking a vendor to provide inbound voice agent software that integrates directly with their Electronic Health Record (EHR) system, including support for EPIC and Upstage platforms. The solution must deliver automated, 24/7 call handling, addressing tasks such as addressing caller inquiries, confirming, canceling, or rescheduling appointments, accepting prescription refill requests, and seamlessly transferring calls to front office staff when necessary.

The required software should feature robust task automation, enabling functions like appointment booking, order status updates, and management of routine queries. Intelligent call routing is essential, with the system expected to accurately determine caller intent and direct calls to the proper destination or personnel. Additionally, the software should offer high scalability to accommodate large volumes of calls without requiring increased staffing levels.

Customization options are important, allowing programming of a specific voice, conversation style, and tone to suit organizational needs. The selected vendor will be awarded a contract for a period of two years.