Enterprise Call Center Services

The contract is for Enterprise Call Center Services, which includes IT help desk and administrative call center services. The services will be provided to Augusta University, a unit of the University System of Georgia. The contract has a potential duration of 5 years, including the initial term and the four one-year options to renew. The contract was awarded to TeleNetwork Inc. d/b/a OneSupport, with an estimated award amount of $675,864.60. • The contract includes services such as Tier 1 and Tier 2 IT help desk services, call center services for Human Resources and Facilities units, and intake, triage, and routing of calls. • The contractor must provide a detailed transition plan, manage the generation of and maintenance of knowledge base articles, and maintain a workflow for ongoing knowledge transfer from Augusta University subject matter experts to call center trainers and technicians. • The contractor must also provide call recording and review capabilities, maintain a continuous improvement strategy, and have operating policies and procedures to protect all data accumulated within their environment regarding Augusta University faculty, staff, students, application, infrastructure, and other data.