988 Contact Center Software
Overview
Fit Score
Settle Intelligence
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SUMMARY
DESCRIPTION
The State of Indiana is seeking a vendor to provide web-based CRM software designed specifically for 988 crisis contact centers. The required system must be capable of tracking, managing, and analyzing calls, chats, and texts received via the 988 crisis line. Additionally, the software should facilitate connections and referrals to critical crisis services, including mobile crisis teams and crisis receiving and stabilization services.
The vendor will be responsible for transitioning from the current CRM to a new system that meets all federal requirements for 988 Crisis Call Center Data Platforms. The platform must support users assigned to one or more contact centers with consistent roles and permissions, and it should enable comprehensive access for users to view all contact and follow-up records, regardless of their origin within the system. The solution must utilize modern web-based architecture, be designed to support a high volume of users, and include auto-save functionality for record editing.
This opportunity is ideal for vendors with experience in enterprise-level CRM deployment, particularly in the behavioral health or crisis intervention sector.
Source attribution
This Settle analysis is based on the issuing organization’s public RFP listing.