Specifications include, but are not limited to: A reconfiguration of the current set up in order to maximize the benefits of PureConnect, which must allow the City managed interactions with its citizens and customers to flow in an efficient and sophisticated manner. The reconfiguration must take place in a manner that is seamless to our citizens and customers. The reconfiguration must also have minimal impact and/or burden to the CSRs in the way of interaction with citizens and customers. The reconfigured set up must allow the CSRs to handle calls via a process that is similar to, or an improvement to, the existing process, use the integrated email functionality that is currently suspended and make available chat, SMS and other cutting edge functionality that the City might use in the future. The new set up should allow for effective skillsbased routing, flexible callback feature and robust contact center reporting with quality management capabilities.