Specifications include, but are not limited to: MUST HAVES: 1) Enable intake of multiple communication methods including a. Telephone calls i. Native Telephony ii. Screen pop in System iii. Call forward to hard line or cell iv. Call recording captured in ticket and stored for 5 years v. Initial call inside email, web form, chat or mobile app ticket (Omnichannel) vi. Warm Transfer vii. Call Barging viii. Live Dashboard ix. Telephony reporting out of the box, no integration b. Email c. Website customer friendly form/contact d. Mobile Ticket Submission APP (IOS + ANDROID) i. Ticket Form Submission 1. Geolocation Capture 2. Photo Attachments Supported ii. In-App Integration with: 1. Chat 2. Request call back 3. Knowledge base e. Native Social Media Connector - The Below Events Should Automatically Create Tickets without Custom Integration (must by plug and play authentication/connection/linking) i. Twitter posts ii. Facebook wall posts iii. Facebook direct messages 2) Out of Box/Automatic ticket creation from the following channels without customization a. Web form b. Mobile app submission c. Inbound call d. Outbound call e. Inbound SMS f. Outbound SMS g. Inbound chat