A. Provide a professional, high-quality, and scalable call center solution. B. Offer seamless integration with Epic to manage patient scheduling, records, and communication to include: i. Patient identification for incoming calls. ii. CTI integration with Epic Cheers-CRM, Call Hub and UTSA telephony solution Cisco Finesse. C. Utilize AI (e.g., conversational AI/chatbots, predictive analytics) to improve efficiency and patient experience in alignment with Epic Cheers, unified communications, and other patient experience tools to include MyChart and Hello World. D. Ensure service availability at all times (24 hours/day, 7 days/week, 365 days/year). E. Support both English and Spanish language communication i. Additional languages are an OPTIONAL service for this RFP. If Proposer has the ability to provide this service, include the additional languages available and provide the corresponding pricing in your quote. Each submission will be evaluated ONLY on the items as listed in Section 2.3.2 – Scored Criteria.
