MSU Denver Call Center Upgrade

Background
The Metropolitan State University of Denver (MSU Denver) is seeking to upgrade its call center to enhance operational efficiency and improve service delivery. This initiative aligns with MSU Denver's mission to provide quality education and support services to its students and community. The goal of the contract is to implement a modernized call center system that meets current technological demands and improves user experience.

Work Details
The contractor will be responsible for providing a comprehensive upgrade of the existing call center infrastructure, which includes:

1. Assessment of current systems and identification of necessary upgrades.
2. Provision of new hardware and software solutions, including but not limited to:
a. Call routing systems
b. Customer relationship management (CRM) software
c. Interactive voice response (IVR) systems
d. Training for staff on new technologies.
3. Installation and configuration of all equipment and software.
4. Ongoing technical support and maintenance services post-installation.

Period of Performance
The contract will be performed over a period of 12 months from the date of award, with specific milestones for assessment, installation, training, and final evaluation.

Place of Performance
The work will primarily take place at the MSU Denver campus located in Denver, Colorado.