Lexington Call Center System

Federal Prison Industries, Inc. issued this Justification and Approval (J&A) under solicitation number 15ULEX26P00000031 for a telephony solution located in Lexington, KY. The project requires a call center system capable of providing quality voice services to 200 user devices within a corrections environment. The system must support specialized routing for defined business groups, allowing supervisors to monitor agent status and phone calls in real time. Standard agent functions include basic call controls such as answering, transferring, and conferencing, alongside restricted outside access and outbound calling through controlled speed dial lists.

The technical scope includes requirements for historical and statistical reporting, call recording and playback, and voicemail functionality limited to supervisory staff. The solution must support automated menu options and routing changes based on business hours and holiday schedules. Integration is required with external systems, specifically call recording software such as Audiolog and company databases like SAP S4/HANA via API for sales order entry. All users will be stationed at the local site.

This requirement is classified under NAICS 561421 for Telephone Answering Services and PSC 5805 for Telephone and Telegraph Equipment. Michael Gibson serves as the Contracting Officer for this action. Documentation associated with this notice includes one attachment titled 12 Point JA for Lexington Call Center_.pdf, which was published on April 21, 2026.