IFB/PS/APD/2603-1260154/E911 Cloud Based Customer Contact Center Solution

The City of Atlanta’s Emergency 911 Department is seeking a comprehensive, cloud‑based AI‑enhanced customer contact center solution to handle non‑emergency calls generated by E‑911 call processing equipment. The vendor will provide a fully managed, scalable platform that integrates with existing 911 infrastructure, offers real‑time analytics, voice‑to‑text transcription, and omnichannel support (voice, chat, email). The contract will likely include implementation, migration, training, and ongoing support services. • Cloud‑hosted contact‑center platform with AI call routing and transcription • Integration with existing E‑911 CPE and city IT systems • Real‑time reporting dashboards and analytics • 24/7 technical support and system maintenance • Training for city staff and documentation