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 agency requires high availability with documented disaster recovery, as well as ongoing managed services encompassing twenty-four-seven system monitoring, incident detection, end-user support, troubleshooting, and monthly key performance indicator reporting. The scope of work covers 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 platform must support voice channels, with email, chat, and short message service options included as separately priced line items. The agency also requires an interactive voice response system with a custom menu builder, API data integration, dual voice and dual tone multi-frequency input, automated scheduling, and exportable call flows. Eligibility is limited to onshore organizations based in the United States. The agency requires the performance of all work to occur offsite. The contract period will span three years, and the agency is looking for proposal submissions to establish the budget. Bidders must submit all questions no later than June 1, 2026, and may submit their final responses digitally via email or online.