Student Interaction Management Solution
SUNY > University at Albany
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Description
The University at Albany is seeking information on a centralized solution for managing Financial Aid constituent communications and service activities. The desired platform should provide a unified view of student records and interaction history across email, phone, cases and tickets, appointments, walk-in visits, web forms, video interactions, and knowledge resources, while supporting routing, assignment, collaboration, workflow automation, self-service, and auditable records. Vendors should describe capabilities for case and ticket management, appointment scheduling for virtual and in-person services, walk-in and lobby management, telephony and contact-center operations, centralized email, knowledge-base and self-service functions, reporting and analytics, and integrations with systems including PeopleSoft Campus Solutions, EAB Navigate, Technolutions Slate, CampusESP, Campus Logic, Microsoft Outlook, Cisco telephony, video-conferencing platforms, Power BI, Microsoft Entra ID, and Shibboleth. Responses should address FERPA and higher-education privacy, accessibility, security, data governance, deployment, implementation, support, higher-education experience, comparable customers, licensing, and pricing models. Vendors must provide a VPAT, HECVAT, and other relevant security documentation such as SOC 2 reports. This RFI is for information gathering and planning only; formal pricing is not requested.
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