Cloud-Based Enterprise and Contact Centre as a Service (CCAAS) Platform

The agency is seeking a cloud-based enterprise and Contact Centre as a Service platform with integrated quality management, recording, and workforce management capabilities. The solution must be a Cisco-based or comparable platform that supports open standards, including Secure Session Initiation Protocol using Transport Layer Security, Secure Real-Time Transport Protocol, Representational State Transfer APIs, webhooks, and single sign-on via Security Assertion Markup Language and OpenID Connect. The platform must deliver high availability with documented disaster recovery and include ongoing managed services for twenty-four-seven system monitoring, incident detection, end-user support, troubleshooting, and monthly key performance indicator reporting. The scope of work requires call recording for up to one hundred users or policy-based all-call recording, featuring pause and resume capabilities for personally identifiable information protection, encryption at rest, searchable metadata, and open-format export. The system must support voice channels, with email, chat, and short message service options structured as separately priced line items. The interactive voice response system must include a custom menu builder with API data integration, dual voice and dual tone multi-frequency input, automated scheduling, and exportable call flows. The agency limits eligibility to onshore organizations based in the United States of America. The selected partner must perform all work offsite. The contract period will span three years, and the agency is currently looking for proposals to establish the budget. Bidders must submit all questions no later than June 1, 2026, and the final response can be submitted digitally via email or online.