UNSPSC 43231501: Helpdesk or call center software

Software to enable help desk and call center applications.

UNSPSC 43231501 Helpdesk or call center software, a Commodity code, spans the call center platforms, workforce management systems, and customer interaction management tools that state and local governments procure to operate contact centers, customer service lines, and multi-channel communication operations. Recent solicitations show state and local agencies buying contact center infrastructure (Genesys Voice Platform, Cisco Webex Contact Center), helpline staffing and operation (cannabis care lines), asset verification call workflows, and integrated ITSM and CSM platforms that bundle helpdesk ticketing with AI-powered chatbot and customer service automation.

The issuing bodies include state departments (Florida Department of Management Services, Washington State OSPI, New Jersey Department of Labor and Workforce Development, Nevada Department of Human Services, California Franchise Tax Board, Maryland Cannabis Administration, Georgia state procurement), county governments (Fulton County Georgia, Orange County California, Broward County Florida, Orange County California), higher-education institutions (Valencia College Florida), and special-purpose agencies (Maryland Cannabis Administration). Valencia College and Fulton County Public Works each posted two RFIs in the recent window, indicating repeat activity under the code. Geographic activity concentrates in California, Florida, Georgia, and Washington, with additional recent work in New Jersey, Maryland, Nevada, and Utah. Representative current solicitations include Valencia College's RFI for an ITSM and CSM platform with AI chatbot integration (posted October 19, 2026, due August 26, 2025—note the date anomaly in the source), seeking incident management, asset management, and project management with advanced capabilities; Fulton County Public Works' RFP for an AI-powered digital water operations platform (posted October 12, 2026, due November 13, 2026) emphasizing real-time system visualization and cross-department collaboration; the City of Pembroke Pines' IFB to renew Cisco Collaboration Flex Plan Enterprise Agreement for three years at an estimated $265,000 annually (posted October 7, 2026, due September 8, 2026); the California Franchise Tax Board's IFB for Genesys software subscriptions and application support (posted June 30, 2026, due August 17, 2026), covering Voice Platform, Workforce Management, and Reporting renewals across approximately 1,200 users; and the New Jersey Department of Labor's solicitation for a comprehensive web-enabled SaaS solution to modernize UI, TDI, FLI, and workforce tax systems serving nearly 295,000 active employers (posted July 30, 2026, due November 13, 2026). The code shows sustained activity across software licensing renewals, platform modernization initiatives, and new helpline and contact center infrastructure deployments.