Cloud Based Call Center Platform

The agency is seeking a modern, flexible, cloud-based contact center platform to support the delivery of Unemployment Insurance services. The project aims to solve the need for a responsive, claimant-focused solution that aligns with future operational and technology needs while enhancing the overall claimant experience through accessible, efficient customer support. The platform must scale rapidly in response to fluctuations in unemployment insurance claim volumes and integrate securely with existing systems to support accurate, timely service delivery. The scope of work requires a cloud-based platform that supports a minimum of both voice and chat channels, with additional interaction channels preferred. The requested solution must incorporate modern capabilities, including intelligent automation, artificial intelligence-supported interactive voice response, and improved communication tools to streamline interactions. Additionally, the platform must externalize identity and access management. Eligible bidders must be onshore organizations based solely in the United States. The agency requires the performance of all work to be conducted offsite. Bidders must submit their proposals digitally via email or through the online portal. The agency is looking for proposals to determine the budget for this project. The contract period will span one year. Bidders must submit all questions regarding this opportunity no later than July 1, 2026.