New York State Contract Reporter #E500954JH

SUNY Albany RFI for Student Interaction Management Solution for Financial Aid

The State University of New York (SUNY), University at Albany, is seeking information from the market on solutions for managing Financial Aid communications and service activities. - Government Buyer: - State University of New York (SUNY), University at Albany - Purpose: - Request for Information (RFI) to identify unified platforms for centralized management of Financial Aid constituent interactions - Products/Services Requested: - Student Interaction Management Solution capable of: - Centralizing and tracking all constituent communications (email, phone, web, appointments, walk-ins, video, etc.) - Omnichannel engagement and case/ticket management - Appointment scheduling and walk-in management - Telephony/contact center support and centralized email - Knowledge base, analytics, and reporting - Integrations with systems such as PeopleSoft, EAB Navigate, Technolutions Slate, Microsoft Outlook, Cisco Telephony, and Zoom - Unique/Notable Requirements: - Must support both authenticated and unauthenticated users - Strict compliance with FERPA, WCAG 2.1 AA, HECVAT, and SOC 2 standards - Respondents should detail solution capabilities, integration experience, licensing, implementation, support, and higher education experience - No specific OEMs, vendors, part numbers, or purchase quantities are specified, as this is an open information-gathering process

Description

The University at Albany (SUNY) is seeking information on solutions that support the centralized management of Financial Aid constituent communications and service activities. The University desires a single solution to centralize, track, and manage constituent interactions across multiple communication channels to improve service consistency, reduce staff burden, increase operational efficiency, and maintain a comprehensive, auditable record of interactions throughout the student lifecycle. This RFI is for information gathering and planning purposes to understand available products, services, implementation approaches, industry best practices, and potential procurement strategies.

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