Description
The Alabama Department of Veterans Affairs (ADVA) is seeking qualified vendors to provide a statewide, live‑person call‑center system that offers intelligent routing, warm hand‑offs, case tracking, and integrated analytics for veterans, families, and caregivers. The solution must include a telephony platform, CRM/case‑management tools, omnichannel capabilities, and seamless integration with Microsoft Azure/Dynamics 365 and other state/federal systems, while meeting HIPAA security standards. Vendors are asked to detail their experience, staffing model, technology stack, integration approach, data‑analytics features, implementation plan, and cost estimates.
• Live‑agent answering (no IVR‑only) with intelligent triage and routing across 62 counties.
• Full integration with Microsoft ecosystem and open APIs for external partners.
• HIPAA‑compliant data security, reporting dashboards, and case‑management functionality.
• Detailed staffing, training, quality‑assurance, and implementation timeline.
• Cost model and rough order‑of‑magnitude estimate.