(1) Vendor needs to provide integrated telephony system. – Integrated telephony (CIT) system to efficiently implement and integrate telephony and customer relationship management (CRM) software to provide a complete call center solution.– Consumer information management system (CIMS) is built on unsupported Oracle technology, with all vendor support.– Automatically capture consumer case data at the point of phone contact, eliminating gaps and errors.– Call center software, forcing staff to manually enter and reconcile phone contact data with complaint records.– This leads to incorrect entries, missing data, and a lack of real–time visibility into consumer interactions.– Provide reliable, user–friendly reporting tools that improve transparency and stakeholder access to accurate information.– Upgrading or replacing CIMS with an integrated, modern platform provides a critical opportunity to address these issues while transforming operations.– Reports must be manually generated across multiple databases, creating inefficiencies, delaying response times, and compromising data integrity.(2) All the questions must be submitted no later than November 03, 2025.