RFP 2025-01 - Conversational Intelligence Tool
Closed State & local contract opportunity Posted
- Solicitation number
- S-X26083-00013397
- State
- Oregon
- Responses due
Opportunity facts
- Jurisdiction
- NIGP codes
- 20820 Business Software, Misc.: Agenda, Labels, Mail List, Planning, Scheduling, Etc.
- 20827 Communications: Networking, Linking, Etc. (Includes Clustering Software)
- 20832 Customer Relationship Management Software (Crm)
- 20844 E-Mail Software
- 92014 Applications Software (For Minicomputer Systems)
- 96120 Customer Service Evaluation Services
- UNSPSC codes
- 43232702 Desktop communications software
- 43233507 Mobile operator specific standard software
- 80142000 Customer relationship management services
- 43233501 Electronic mail software
- 43231518 Process mapping and design software
- 43232105 Charting software
- 43232108 Calendar and scheduling software
- 43232620 Risk management data and analysis software
- 81162008 Enterprise resource planning software as a service
- 43232902 Communications server software
Show all 28
- 43232917 Software defined networking/ virtualization software
- 78142210 Aviation safety management systems and related services
- 83130101 Wire communication service
- 43233504 Instant messaging software
- 81162007 E-mailing and calendaring software as a service
- 43231500 Business function specific software
- 43232205 Fonts software
- 80142001 Customer data maintenance service
- 43231510 Label making software
- 43232204 Embedded text entry software
- 83130100 Communication service
- 25202801 Communications control and monitoring equipment
- 43232302 Clustering software
- 43233508 Mobile operator specific application software
- 43232910 Wireless software
- 83130102 Wireless communication service
- 43232303 Customer relationship management CRM software
- 80141638 Customer relationship services
- Point of contact
-
- Ann Gregory gregorya@careoregon.org (503) 416-1740
Opportunity details come from oregonbuys.gov. Updated .
About this opportunity
CareOregon has issued Request for Proposals (RFP #2025-01) for a comprehensive Conversational Intelligence Tool targeting their contact center operations. The procurement seeks a sophisticated solution capable of evaluating and providing feedback on 100% of contact center calls to enhance performance, improve customer experience, and drive operational efficiency. The tool must integrate seamlessly with CareOregon's existing NICE cxOne platform and demonstrate multilingual support, advanced AI functionality for sentiment analysis, quality monitoring, and real-time coaching capabilities. Proposals are due on April 28, 2025, at 2:00 PM Pacific Time, with potential demonstrations and interviews for top-scoring vendors scheduled between May 5-16, 2025. The evaluation will utilize a 100-point scoring system, distributed across categories including Proposer's Background and Qualifications (25 points), Scope of Work (30 points), Equity, Diversity, and Inclusion Efforts (10 points), Demonstrations/Interviews (15 points), and Fees (20 points). The selected vendor will be expected to implement the solution by July 2025, with an initial two-year contract term and options for two additional two-year renewals.
CareOregon explicitly encourages proposals from minority, women, service-disabled veteran, and emerging small businesses, indicating a strong commitment to diverse vendor participation. The procurement emphasizes robust security measures compliant with healthcare industry standards, suggesting that respondents must demonstrate extensive experience in secure, HIPAA-aligned technology solutions. While specific budget ranges are not disclosed, the comprehensive nature of the tool and the healthcare context imply a potentially significant contract value. Prospective vendors must possess demonstrated expertise in conversational intelligence technologies, AI-driven performance monitoring, and contact center optimization. The requirement for integration with the existing NICE cxOne platform suggests that respondents should have technical capabilities in complex software ecosystem implementations, particularly within healthcare contact center environments.
Opportunity text
CareOregon is seeking proposals from qualified vendors to provide a conversational intelligence tool for our contact center. The selected solution must be capable of evaluating and providing feedback to enhance performance, improve customer experience, and drive operational efficiency.
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