Lexington Call Center System

The contract calls for a telephony solution designed to support 200 user devices within a corrections environment, facilitating quality voice calls and routing capabilities to designated business groups. Each group features supervisors who have the ability to monitor both agent and customer calls, track agent status, and manage calls with basic controls such as answering, hanging up, holding, transferring, conferencing, and restricted outside access. Agents will access outbound customer calls primarily through controlled speed dial lists. The system requires real-time monitoring, historical and statistical reporting, as well as supervisory monitoring, recording, and playback of inbound and outbound calls. Voicemail services are designated solely for supervisory staff, and call routing along with menu options will adjust based on business hours and holiday schedules. All users will be located on-site, and the telephony solution must integrate with Audiolog call recording software and the company's SAP S4/HANA database through an API to support sales order entry. The contract, titled "Lexington Call Center System" with solicitation number 15ULEX26P00000031, is under the Department of Justice via Federal Prison Industries, located in Washington, D.C., with the place of performance in Lexington, Kentucky. The contract addresses a service classified under NAICS code 561421 and was posted on April 21, 2026. Key points of contact include Michael Gibson as the primary contracting officer and Aaron Mitchell as the secondary contact. The solution is aimed at enhancing call management, supervision, compliance, and integration of telecommunications infrastructure within a correctional institution setting.