State University of New York (SUNY) — University at AlbanyIssuing agency·Albany, NY·via the nyscr.ny.gov statewide procurement bulletinWe post new it & software opportunities in New York as agencies publish them. Get them in one email — free, and unsubscribe whenever.
The University at Albany (SUNY) is issuing this Request for Information (RFI) to gather information from qualified vendors regarding cloud‑based constituent communications solutions that can support centralized service delivery for the Financial Aid Office.
The purpose of this RFI is to:
• Identify a single, modern solution that enables the Financial Aid Office to manage all student interactions within a centralized platform across all communication channels.
• Assess the capabilities, functionality, and maturity of available solutions.
• Inform internal planning, budgeting, and potential future procurement activities.
• Evaluate how solutions support effective omnichannel engagement, improve operational efficiency, and meet compliance and regulatory requirements.
Please use the attached RFI document as the primary document for submission
We have created space directly within the document to provide answers and additional details. In addition, vendors may forward any supporting materials at their discretion alongside the RFI document submission.
This RFI is informational only and does not constitute a solicitation, commitment, or promise to issue a future RFP.
The University is seeking a single, modern solution that enables the Financial Aid Office to manage all student interactions within a centralized platform across all communication channels, including phone, email, web tickets/cases, web forms, walk-in lobby visits, scheduled in-person and virtual appointments, and web platforms. The solution should provide a 'single pane of glass' experience that brings together constituent information, communication history, and service activities such as cases, tickets, appointments, walk-in visits, queue management, phone interactions, ability to video conference on demand, emails, and knowledge resources into one unified interface. The University is not seeking a standalone ticketing system, a call center or telephony-only solution, an appointment scheduling tool in isolation, an email management system only, or a collection of loosely integrated or siloed applications.
Source: New York State Contract Reporter (CR# 2137063), retrieved via the nyscr.ny.gov statewide procurement bulletin. View the official posting , always confirm requirements and deadlines with the issuing agency.
