Contact Center Services
ID: 2134388
• State: New York
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Description
Background
SUNY Upstate Medical University, located in Syracuse, New York, is the only academic medical center in Central New York. With an operating budget of approximately $1.8 billion, it serves as the region's largest employer and aims to improve community health through education, biomedical research, and patient care.
The university is seeking sealed bids for Contact Center Services to streamline operations and enhance patient access across its facilities.
Work Details
The contract involves providing a single-vendor Contact Center as a Service (CCaaS) platform that consolidates core contact-center capabilities including telephony, IVR, digital channels, workforce management, quality assurance, and analytics under one contract. The solution must be cloud-based and capable of integrating with Epic systems.
Key features required include omnichannel routing, automation, modern reporting tools, and workforce management capabilities. The vendor must ensure HIPAA compliance and provide 24/7 system availability.
Period of Performance
The anticipated contract start date is December 2026 with a term length of five years.
Place of Performance
Services will be performed at SUNY Upstate Medical University located at 750 East Adams Street, Syracuse, NY.
Bidder Requirements
Bidders must have at least five years of experience providing Contact Center Services for healthcare organizations integrated with Epic. They must be authorized to operate in New York State and their platform implementation should primarily be cloud-hosted.
Bidders are also required to demonstrate HIPAA-compliant AI-enhanced support systems.
SUNY Upstate Medical University, located in Syracuse, New York, is the only academic medical center in Central New York. With an operating budget of approximately $1.8 billion, it serves as the region's largest employer and aims to improve community health through education, biomedical research, and patient care.
The university is seeking sealed bids for Contact Center Services to streamline operations and enhance patient access across its facilities.
Work Details
The contract involves providing a single-vendor Contact Center as a Service (CCaaS) platform that consolidates core contact-center capabilities including telephony, IVR, digital channels, workforce management, quality assurance, and analytics under one contract. The solution must be cloud-based and capable of integrating with Epic systems.
Key features required include omnichannel routing, automation, modern reporting tools, and workforce management capabilities. The vendor must ensure HIPAA compliance and provide 24/7 system availability.
Period of Performance
The anticipated contract start date is December 2026 with a term length of five years.
Place of Performance
Services will be performed at SUNY Upstate Medical University located at 750 East Adams Street, Syracuse, NY.
Bidder Requirements
Bidders must have at least five years of experience providing Contact Center Services for healthcare organizations integrated with Epic. They must be authorized to operate in New York State and their platform implementation should primarily be cloud-hosted.
Bidders are also required to demonstrate HIPAA-compliant AI-enhanced support systems.
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Overview
Opportunity Type
General
Opportunity ID
2134388
Response Deadline
June 5, 2026
Due in 10 Days
Date Posted
April 24, 2026
Source
Source Notes
Must be signed in to the New York Contract Reporter to view the opportunity.
Est. Value Range
Experimental
$500,000 - $2,000,000
(AI estimate)
Agency Distribution
High
On 4/24/26 State University of New York (SUNY) in New York issued General Contact Center Services with ID 2134388 due 6/5/26.
Contacts
Documents
Posted documents for Contact Center Services
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AI Analysis
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Classifications
Opportunity Classification
Medical & Health Care - Consulting & Other Services