The AI Contact Center project is a strategic initiative to modernize and unify the university’s customer support operations by implementing a next-generation, AI-enabled omnichannel contact center platform that consolidates all communication channels (voice, chat, etc.) and replaces the legacy system. This vendor-neutral effort involves procuring a cloud-based, AI-driven contact center service with advanced capabilities (e.g. intelligent routing and self-service automation) and compliance-ready telephony, designed to integrate seamlessly with existing platforms like help.osu.edu and ServiceNow. By leveraging AI and a unified approach across channels, the project will transform service delivery and enhance user experience while aligning with the university’s broader strategic priorities for improved customer service and support efficiency.
Background
The project scope is shaped by the university’s prior contact center experience, current environment and new technology. The institution has long relied on a legacy Genesys platform for various support units, and recent developments in technology (including AI enablement) have prompted a push for change. Additionally, the university’s integrated support ecosystem – notably the help.osu.edu portal (tied into ServiceNow ticketing) – sets an expectation that any new solution must seamlessly integrate with existing systems and preserve user context across channels. Finally, strict compliance requirements (e.g. HIPAA for health data and PCI for payments) are a key condition, necessitating that the chosen contact center technology support secure telephony and meet regulatory standards – a factor that heavily influenced vendor evaluation and scope decisions.
Scope of Work
The AI Contact Center project is a comprehensive, multi-phase initiative to modernize the university’s customer support operations by replacing the legacy contact center platform with an AI-powered, omnichannel solution. It spans the full project lifecycle – from requirements gathering and vendor-neutral evaluation through a competitive procurement process to a phased implementation – ensuring seamless integration with existing systems and a smooth migration from the current platform. By leveraging advanced AI capabilities, the project will transform service delivery and user experience while aligning with the university’s strategic support priorities for improved, future-ready customer service.
Minimum Requirements
- Security
- Accessibility
- Generative and Agentic AI Solution
- Phone Agnostic Solution
- CRM Integrations
- Omnichannel Contact Center (calls, e-mail, chat, web, etc.)
How to Register to Bid If you are interested in bidding on this project, please use the blue “Respond” button on this page to register with Ariba and indicate your interest in this bid process. Interested vendors will be added to the bid when their profile is complete and approved.
Categories: Contact center software, Information retrieval or search software maintenance, Industry specific software maintenance, Platform software as a service
Delivery Locations: Columbus - Ohio
Event Type: RFI
Estimated Value: $200,000 – $700,000