AI Voice, SMS & Business Automation Platform

# Request for Proposal (RFP) ## AI Voice, SMS & Business Automation Platform ### About 210 Solutions 210 Solutions is an integrated technology company specializing in Managed IT, Audiovisual, Physical Security, and Communications solutions. We are expanding into Managed AI Operations and are seeking an experienced implementation consultant or development team to build the first version of an AI-powered communications platform that will serve as both our internal production system and a demonstration platform for future customers. This engagement is for a defined scope of work. Our goal is to identify a consultant or team that can successfully deliver this project. If the engagement is successful, we anticipate issuing additional scopes of work for future AI-powered business solutions for both 210 Solutions and our customers. --- # Project Overview We want to build an AI-powered business communications platform that combines: * Voice * SMS/MMS * AI * Workflow Automation * CRM * Service Ticketing * Microsoft Teams The system should intelligently handle customer interactions, route requests, create tickets and sales opportunities, and seamlessly transition conversations to human employees when appropriate. The completed system will become the internal communications platform for 210 Solutions and serve as a repeatable solution that can later be deployed for customers. --- # Our Current Environment Our current technology stack includes: * Grandstream UCM (Preferred Phone System) * Microsoft 365 * Microsoft Teams * NinjaOne (Managed IT Ticketing) * HubSpot (CRM) * D-Tools Cloud (Quoting, Project Management, AV & Physical Security Service) * Company-managed documentation platform * Company-managed password management platform Grandstream is our preferred phone platform and is expected to remain part of the solution. The employee experience should initially be centered around Microsoft Teams. We are open to recommendations regarding how this is accomplished. --- # Proposed Architecture The following reflects our current thinking based on internal research. It is intended to communicate the direction of the project—not dictate the final implementation. Current concepts include technologies such as: * Grandstream * Microsoft Teams * TeamMate (or similar) * Telnyx (or similar) * OpenAI * n8n (or similar automation platform) Applicants are encouraged to recommend improvements or alternative architectures where they believe a better long-term solution exists. Any recommendation should include the reasoning behind the proposed change. --- # Functional Requirements ## AI Voice Receptionist The system should: * Answer incoming business calls naturally. * Determine why the caller is contacting us. * Identify whether the request is: * Sales * Existing customer support * Billing * Administrative * Other * Collect all necessary customer information. * Attempt to transfer calls to the appropriate employee. * Capture conversations when employees are unavailable. * Generate AI summaries. * Notify employees inside Microsoft Teams. --- ## AI SMS Platform Customers should be able to text our primary business number. The platform should: * Receive SMS and MMS. * Respond naturally using AI. * Determine the customer's intent. * Gather missing information. * Escalate to a human when appropriate. * Prevent duplicate AI and human responses. --- ## Contact Recognition When possible, the system should automatically identify: * Contact * Company * Location * Existing customer status * Managed service agreements * Appropriate routing destination The AI should use this information to improve the customer experience without requiring unnecessary questions. --- ## Unknown Contact Workflow If the incoming number is unknown, the AI should determine: * Customer name * Company * Location * Nature of the request The system should search available customer records before determining whether the request is from: * An existing customer * A managed customer * A new sales opportunity The AI should never guess customer information. If uncertain, it should clearly identify the request for human review. --- ## Service Request Automation For managed customers, the system should automatically create service requests in the appropriate platform. Current routing includes: ### Managed IT Create ticket in: * NinjaOne ### Managed AV Create service request in: * D-Tools ### Managed Physical Security Create service request in: * D-Tools Future integrations are expected. --- ## Sales Lead Automation For new opportunities the AI should collect: * Name * Company * Email * Phone * Location * Requested services * Timeline * Relevant project information The system should: * Create a CRM opportunity in HubSpot. * Notify the appropriate salesperson. * Generate an AI summary. * Allow seamless human takeover. --- ## Microsoft Teams Experience Employees should be able to: * Receive business calls. * Place business calls. * Receive business text messages. * Continue AI conversations. * Take over AI conversations. * View AI summaries. * Receive notifications. The exact implementation method is open for discussion. --- ## Workflow Automation The system should automate: * Voice routing * SMS routing * Contact lookup * Customer lookup * Ticket creation * CRM creation * AI summaries * Notifications * Human takeover * Error handling * Logging * Retry logic --- # Security Requirements The completed solution should follow sound engineering practices including: * MFA * Role-based permissions * Least-privilege access * Secure API credential storage * Audit logging * Backup recommendations * Documentation * Error monitoring --- # Ownership Requirements 210 Solutions must retain complete ownership of the platform. This includes: * Source code * Automation workflows * AI prompts * Configuration * Documentation * API accounts * Telephone numbers * Cloud resources * Intellectual property * Customer data Where practical, all services should be created under accounts owned by 210 Solutions. Passwords and credentials must be stored in company-approved password management. All documentation must be maintained in company-approved documentation. The completed solution should be maintainable by another qualified engineer if necessary. --- # Deliverables The completed engagement should include: * Production-ready solution * Technical documentation * Administrative documentation * Architecture diagrams * Workflow diagrams * Source code * Automation workflows * AI prompts * Deployment procedures * Backup procedures * User documentation * Knowledge-transfer session --- # Communication The selected consultant may be asked to: * Participate in technical meetings. * Communicate with vendors. * Participate in customer meetings when appropriate. * Assist with troubleshooting after deployment. 210 Solutions will remain the primary owner of all customer relationships. --- # Future Opportunities This engagement covers only the implementation of this initial platform. However, if the project is successful, we expect to issue additional scopes of work covering AI-powered business solutions for both 210 Solutions and our customers. Our preference is to establish an ongoing working relationship with consultants who consistently deliver high-quality engineering, communicate effectively, document their work thoroughly, and become familiar with our standards. Future projects may include implementation work, enhancements, maintenance, and support agreements negotiated separately. --- # Proposal Requirements Please include: 1. Introduction of yourself or your company. 2. Relevant experience. 3. Examples of similar projects. 4. Technologies you recommend. 5. Suggested improvements to our proposed architecture. 6. Assumptions or technical concerns. 7. Estimated timeline. 8. Proposed milestones. 9. Estimated cost. 10. Ongoing support options. 11. Hourly rate (if applicable). 12. Time zone and normal working hours. 13. Confirmation that you are willing to sign an NDA before beginning work. --- # Evaluation Criteria Proposals will be evaluated based on: * Technical expertise * Relevant project experience * Architecture recommendations * Communication quality * Documentation standards * Maintainability * Security considerations * Cost * Timeline * Overall confidence in successful delivery We are not simply looking for someone to build exactly what is written above. We are looking for an experienced consultant who can help us build the best long-term solution. Applicants should feel comfortable recommending improvements where appropriate and explaining the reasoning behind those recommendations.