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UGA Veterinary Teaching Hospital Call Center Software

ID: 51800 UNIVERSITY 51800-eRFP-000001488-2026 • State: Georgia
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Description

Purpose of Procurement Pursuant to the State Purchasing Act (Official Code of Georgia Annotated 50-5-50 et seq.), this electronic Request for Proposals (eRFP) is being issued to establish a contract with a qualified supplier who will provide a Telephone Software System to the College of Veternary Medicine Teaching Hospital at the University of Georgia as further described in this eRFP. The proposed system must support a high-volume call center, with features such as multi-agent handling, customizable phone trees, and advanced call routing to align with hospital operations. This upgrade is essential to improve the efficiency and responsiveness of our communications, ensuring timely support for approximately 12,000 incoming calls per month from animal owners and veterinary professionals at the local, regional, and national levels. The goal of this solicitation is therefore to procure a system that can be customized and implemented for the UGA-CVM t to accomplish the goals and objectives outlined in our Bid Specifications document. The University's preferred award structure is a one-year Agency Contract with up to four annual renewals thereafter. This will be a single contract award to the highest scoring responsive and responsible supplier with whom the University can come to agreement on terms and conditions.
Background
The University of Georgia College of Veterinary Medicine is issuing this electronic Request for Proposals (eRFP) to establish a contract for a Telephone Software System for its Veterinary Teaching Hospital. This system is intended to support a high-volume call center, enhancing communication efficiency and responsiveness for approximately 12,000 incoming calls per month from animal owners and veterinary professionals across various regions. The goal is to procure a customizable and implementable system that aligns with the hospital's operational needs.

Work Details
The awarded supplier will provide an internet/cloud-based call center software system that includes the following features:

- Call Routing & Management: Customizable phone tree, scheduling for call center hours, support for at least 20 concurrent agents with scalability, hold and queue messaging options, and automatic call forwarding for after-hours support.

- Communication Tools: SMS capabilities with automated responses, compliance with opt-out regulations, and support for VoIP-enabled physical desk phones and softphones.

- Monitoring & Reporting: Call recording with long-term storage, real-time analytics dashboard, configurable metrics tracking (call volume, duration, hold time), export capabilities for reports in CSV or PDF format, and custom role settings.

- Support & Service: Access to live customer support via phone, chat, email; full onboarding support including training and documentation.

Period of Performance
The contract will be established as a one-year Agency Contract with up to four annual renewals thereafter.

Place of Performance
The services will be performed at the University of Georgia College of Veterinary Medicine Teaching Hospital located in Athens, Georgia.

Bidder Requirements
Bidders must demonstrate experience supporting specialty healthcare or veterinary clinics/hospitals. They must also comply with Georgia's security immigration requirements by registering in the federal work authorization program. Additionally, suppliers must submit their proposals electronically via Team Georgia Marketplace.
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Overview

Agency
UNIVERSITY OF GEORGIA Logo University of Georgia [GA]
Opportunity Type
RFP
Opportunity ID
51800 UNIVERSITY 51800-eRFP-000001488-2026
Response Deadline
Aug. 22, 2025 Due in 1 Days
Date Posted
Aug. 7, 2025
Est. Value Range
Experimental
$500,000 - $1,500,000 (AI estimate)
Agency Distribution
High
Source
Open
On 8/7/25 UNIVERSITY OF GEORGIA in Georgia issued RFP UGA Veterinary Teaching Hospital Call Center Software with ID 51800 UNIVERSITY 51800-eRFP-000001488-2026 due 8/22/25.

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Documents

Posted documents for UGA Veterinary Teaching Hospital Call Center Software

Classifications

Opportunity Classification
Information Technology
NAICS
541940 - Veterinary Services
541519 - Other Computer Related Services
561422 - Telemarketing Bureaus and Other Contact Centers

Additional Details

Purchase Type
Agency Contract

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