Unified Communication and Collaboration System
Overview
Fit Score
Settle Intelligence
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SUMMARY
KEY REQUIREMENTS
BUDGET
EstimateTIMELINE
RFI Issued: March 27th, 2026
Responses Due: April 13th, 2026
Issuing Agency
State of Alaska, Department of Administration, Division of Retirement and Benefits
Organization overview and procurement intelligence available on paid plans.
DESCRIPTION
This project seeks a vendor to provide a Unified Communication and Collaboration (UCC) system capable of supporting multiple phone queues, call recording, call log data collection, email integration, and an operator chat function. The solution will enable in-house administration for configuring call queues, managing operators, and adjusting user access and permissions. The UCC must offer collection and customizable reporting of call statistics, with standardized queue and individual metrics reports, plus options for creating custom reports via PowerBI or built-in tools.
The system should support both round-robin and skill-based inbound call routing, where those with higher documented skills are prioritized, and managerial users can audit and edit skill records independently of company administrators. Queues must be manageable for emergency closures, holidays, and variable scheduling, including special outbound calling periods while handling inbound calls through voicemail. Features also include holding callers, internal or external agent consultations, and text-to-voice capabilities powered by either the system's cognitive speech or Azure Cognitive Services integration.
Call center agent software must be fully compatible with Microsoft Windows 11 Enterprise and support standardized USB-A/USB-C headsets from widely used brands such as Jabra, Plantronics, and Logitech. The initial contract term will span one year.
Source attribution
This Settle analysis is based on the issuing organization’s public RFP listing.