UNSPSC 81162001: Call center software as a service

Call center software as a service allows users by purchasing a right to access a remotely hosted software to receive a similar functionality through their Web browsers/cloud as they would with desktop applications.

UNSPSC 81162001 Call center software as a service (Commodity) encompasses live agent contact center platforms, helpline management systems, and integrated telephony software that state and local governments procure to field inbound calls, manage customer interactions, route inquiries to appropriate departments, and generate operational reporting. Recent solicitations show jurisdictions acquiring end-to-end call center staffing, operations, and technology integration across healthcare, social services, workforce, housing, emergency dispatch, and public safety functions. Issuing bodies span state departments (Texas Health and Human Services Commission, Texas Department of Agriculture, Illinois Department of Veterans Affairs, Texas Workforce Commission), county governments (San Mateo County, California; Hillsborough County, Florida; Clackamas County, Oregon), cities and transit authorities (City of Atlanta, Orange County Transportation Authority), school districts (Cleveland Metropolitan School District), housing authorities (Housing Authority of the City of Alameda), and higher-education institutions (Valencia College District, Florida). Repeat buyers include the Texas Health and Human Services Commission (managing Medicaid enrollment and cost-sharing across eight managed care programs), the Illinois Department of Veterans Affairs (operating behavioral health support lines), and Illinois Department of Human Rights (administering helpline services), indicating sustained procurement cycles for helpline operations and mission-critical contact center functions.

Recent activity concentrates in Texas, California, Illinois, Florida, and Oregon, with representative opportunities including the County of San Mateo's RFP (RFP No. 66000-2526-246, due June 4, 2026) for live agent bilingual services and SMS campaign support for a public hospital system with five-year term and $1 million general liability insurance requirements; the Texas Health and Human Services Commission's RFP (RFP No. HHS0016867, due September 4, 2026) for enrollment broker operations across eight Medicaid programs with a sole-source procurement framework and historical compensation of $75 million to $82 million per state fiscal year; the Cleveland Metropolitan School District's RFP (RFP21439, due May 13, 2026) for customer care call center staffing handling 5,000 to 12,000 monthly calls across 63 school sites with three-year initial term and performance benchmarks (95.30 percent English service level, 85.35 percent Spanish); and the Texas Workforce Commission's RFP (3202500130, due May 16, 2025) for auxiliary contact center services with 26 percent Historically Underutilized Business goal. Procurement activity reflects sustained demand for multilingual capabilities, HIPAA and cybersecurity compliance (NIST SP 800-53 Revision 5, TX-RAMP Level 2), comprehensive liability and cyber insurance ($1 million to $10 million per coverage type), and integration with existing dispatch and information systems; Texas procurement vehicles have used HUB participation goals consistently, while California and Illinois jurisdictions apply living wage and local business preference ordinances.