UGA Veterinary Teaching Hospital Call Center Software 2.0

The University of Georgia College of Veterinary Medicine seeks a qualified vendor to provide a cloud‑based, high‑volume call‑center software platform for its Veterinary Teaching Hospital. The solution must replace the existing telephone system, support up to 50 concurrent agents, handle 7‑10 k calls per month, provide advanced routing, IVR/IVA, AI‑assist, call recording with PCI pause, SMS capabilities, and integrate with the hospital’s EMR via an open‑source API (Phase II). The contract is a one‑year agency agreement with up to four optional annual renewals and includes implementation, training, 24/7 support, and required insurance. • Must act as primary carrier and port four existing UGA phone numbers. • Required functionalities: multi‑agent handling, customizable phone trees, call‑queue management (≥15 queues), call recording (≥3 months), AI/IVR, SMS, call‑pop, dashboards, and 24/7 emergency support. • Vendor must be a registered UGA vendor, provide PCI compliance evidence, and meet Georgia security/immigration certifications. • Deliverables include software licensing, configuration, migration, on‑site go‑live support (≥3 staff), training sessions, and ongoing support under the contract term.