Contact Centre Platform

Overview

Business Systems (ERP, CRM & POS)

Syracuse, New York, United StatesPosted 14 days agoDeadline: June 5th, 2026

Fit Score

Settle Intelligence

Settle helps teams find, evaluate, and respond to public RFPs. We continuously surface new opportunities, score them against your company strengths, and draft proposal responses so you can focus on the work that wins business.

SUMMARY

Seeking a vendor to deliver a secure, unified contact centre platform supporting clinical, administrative, and patient services for Upstate, with features including omnichannel communication, automation, and analytics.

KEY REQUIREMENTS

BUDGET

Estimate

$2,000,000 – $4,000,000

CONTRACT DURATION

60 months

TIMELINE

Questions/Requests for clarification due: May 13th, 2026

Response to questions/requests for clarifications issued: May 20th, 2026

Proposal Due Date and Time: June 5th, 2026

Presentation, Demonstration, Interview: June/July 2026

Anticipated Notification of Award: August 2026

Anticipated Contract Start Date: December 2026

QUESTION DEADLINE

May 13th, 2026

Issuing Agency

Suny Upstate Medical University

Organization overview and procurement intelligence available on paid plans.

See Issuer Research

DESCRIPTION

A vendor is sought to provide a Contact Centre as a Service (CCaaS) platform designed to reduce operational complexity, eliminate duplicate systems, and standardize contact-centre capabilities. The platform must efficiently support telephony, IVR, digital channels, workforce management, quality assurance, and analytics, and facilitate a range of clinical, administrative, and patient-focused services.

The solution should enable improved service quality and more efficient operations through omnichannel routing, automation, reporting tools, and robust workforce management features. It must offer a unified platform to manage all customer communications—including voice, chat, SMS, email, and other digital channels—with comprehensive reporting, quality monitoring, and administrative functions in a secure and compliant environment.

The system is expected to archive and retain all interaction data such as call recordings, transcripts, metadata, digital messages, agent notes, and reference information. Vendors should provide options for configuring retention and retrieval based on regulatory requirements. The contract will be for a one-year period.

Source attribution

This Settle analysis is based on the issuing organization’s public RFP listing.