Specifications include, but are not limited to: The Office of Procurement Services issues this solicitation to establish a Master Agreement for: Web-Based Chat Software as a Service. Application Features: - Must be a Web-based SaaS Chat solution without need for customer installation of a plug in to utilize Chat. - Chats Must allow for pre-chat survey, providing the ability to utilize pre-configured customer specific scripts and questions related to who they are and what help they need in order to route customer to the proper technician. - Must have the appearance of an integrated part of KYTC web presence, not add-on, with ability to customize appearance and Chat functionality. - Must have the ability to hold Chat conversations in both English and Spanish through integrated language conversion within the Chat software.