MSU Denver Call Center Upgrade

Background
The Auraria Higher Education Center (AHEC) is seeking quotes on behalf of Metropolitan State University of Denver (MSU Denver) for the purchase and implementation of a unified communications solution.
This initiative aims to replace the outdated and unstable telephony software currently in use, which is critical for servicing approximately 18,000 students across various administrative offices.
The goal is to enhance communication efficiency within the administration department.

Work Details
The contract involves providing a complete cloud-based Unified Communications System that includes:
- Ordering and delivering installation equipment.
- Providing professional services for implementation.
- Training for all end users and teams using the software.
- Total implementation of the software with cloud certification and standards.
- The vendor must ensure interoperability with existing technologies, including support for IP-based networked voice solutions and integration with Microsoft Teams.
- The solution should include features such as call recording, customizable reporting capabilities, Interactive Voice Response (IVR), skills-based routing, and single sign-on functionality.
- MSU Denver anticipates needing 75-100 licenses for call center agents.

Period of Performance
The initial term of the contract is anticipated to be one calendar year upon execution, with potential extensions up to four additional years in one-year increments, not exceeding a total of five years.
A hard deadline for full implementation of the new system is set for December 2025.

Place of Performance
The services will be performed at MSU Denver located on the Auraria Campus in Denver, Colorado.