Opportunity
North Texas Tollway Authority Marketplace #B2600001100
NTTA Verint customer service workforce management software upgrade
Posted
October 30, 2026
Respond By
November 12, 2026
Identifier
B2600001100
NAICS
541511, 541512, 541519
The North Texas Tollway Authority (NTTA) is seeking services to upgrade its Verint customer service workforce management environment. - Buyer: North Texas Tollway Authority (NTTA), PROCURE – Procurement Services / Procurement Department, Information Technology. - OEM: Verint — the existing software environment includes Workforce Management (WFM), Quality Monitoring voice recording, Desktop Processing and Analytics (DPA), and Speech Analytics. - Scope: Upgrade and patch an eight-server production environment, change service-account passwords, verify prerequisites and backups, perform production work after hours, conduct a streamlined Site Acceptance Test, and provide go-live support. Required updates include the latest generally released HFR patch, security tools and packages, WFO and compatibility packages, published KB updates, and mandatory KB updates. - Services listed, each quantity 1: lab implementation; production implementation; Business Consulting Services (BCS); Verint Service Units (VSU); Value Realization Services (VRS); and training/enablement. No part numbers are provided. - A separate attachment also describes a dynamic budgeting and reporting tool for the NTTA Finance team; it does not provide a part number or quantity. - Estimated value: under $50,000. The engagement is one year from award, with renewal options at NTTA’s discretion.
Description
North Texas Tollway Authority (NTTA) is requesting professional services to upgrade and patch its existing Verint production environment and change service account passwords. The software includes Workforce Management (WFM), Quality Monitoring (QM) voice recording, Desktop Processing and Analytics (DPA), and Speech Analytics. The scope includes installing the latest specified patches and packages, validating patch levels and backup readiness, performing after-hours production work, conducting a Site Acceptance Test, and providing go-live support. The RFQu states a one-year contract term.