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 a unified communications solution. MSU Denver is a comprehensive urban university that serves a diverse student population and has been using an outdated telephony software called Mitel, which has become unstable and difficult to use.

The goal of this contract is to replace the current system with a new solution that meets the needs of various administrative offices, including the financial aid office, service desk, office of admissions, primary university line, and registrar's office.

Work Details
The selected vendor will be responsible for:
1. Ordering and delivering installation equipment.
2. Providing professional services for the implementation of the unified communications solution.
3. Training all end users and teams using the software.
4. Ensuring total implementation of the software in compliance with cloud certification and standards.

The solution should include:
- A cloud-based Unified Communications System with interoperability within existing technology environments.
- Support for 75-100 licenses for call center agents.
- IP-based networked voice solutions including session border controller capabilities.
- Robust reporting capabilities including status boards, individual agent reporting, historical data comparisons, and role-based reporting.
- Call recording features for quality assurance and training purposes.
- Interactive Voice Response (IVR) systems to improve routing efficiency.

Period of Performance
The initial term of the contract is anticipated to be one calendar year from contract execution, with potential extensions up to four additional years in one-year increments, totaling a maximum of five years.

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