NIGP 83931: Call Answering Telephone Systems (High Volume)

NIGP 83931 Call Answering Telephone Systems (High Volume), an Item code, encompasses high-capacity telephone answering and call center platforms that handle sustained inbound call volumes across multiple simultaneous channels. State and local governments use this code to procure automated call answering systems, dispatch services, call routing and queuing software, interactive voice response (IVR) systems, and associated workforce management and analytics capabilities that support large-volume customer service operations. The issuing bodies soliciting under this code range across city utilities departments, county public services divisions, school districts, state agencies, regional health plans, and public universities—each operating call centers or answering services at scale. Hillsborough County Public Schools, Collier County Board of County Commissioners, the City of San Marcos, the State of Texas, Florida Virtual School, Inland Empire Health Plan, and the University of Georgia College of Veterinary Medicine have posted recent opportunities, indicating broad jurisdictional interest from education, local government operations, healthcare, and higher education entities.

Recent solicitations show two distinct buying patterns: purchase of call center software platforms with advanced features such as omnichannel routing, AI-driven analytics, and workforce management (Florida Virtual School's RFP for call center and technology support services due October 22, 2026; Inland Empire Health Plan's RFI for an omnichannel member and provider call center platform due October 3, 2026; University of Georgia's RFP for veterinary hospital call center software due July 31, 2026), and outsourced answering and dispatch services for specific departments (Collier County's ITB for 24-hour answering and dispatch for the Public Utilities Department with historical annual spending near $60,000; City of San Marcos's RFP for utilities customer care answering services due July 9, 2026). The State of Texas solicited a unified phone system integrating voice, data, and messaging across state operations with a mandatory pre-bid conference and site visit due October 7, 2026. Geographic activity spans Florida, Texas, Georgia, California, and Minnesota through cooperative purchasing. The code remains active across education, local government operations, and state administration through September 2026.