RFI for Contact Center Capability Modernization Feasibility Study Service

The issuing agency is seeking a vendor to provide a contact center capability modernization feasibility study service. This initiative aims to transform the agency's legacy telephony-centric contact center into a cloud-native, AI-enabled, and composable Customer Engagement Center. The envisioned system must leverage cloud-native Contact Center as a Service technology integrated seamlessly with an Operational Data Platform. The scope of work focuses on establishing omnichannel continuity to preserve customer context across self-service, chatbots, and live agents. The agency requires AI-augmented productivity solutions, including agent assist technologies and conversational AI to automate routine inquiries. The requested study must address intelligent triage, intent capture, routing, customer closure, callbacks, and follow-up workflows across both voice and digital touchpoints. The modernization effort also covers customer identification, context establishment, and eligibility handling, with a specific focus on accessibility and paratransit cases. Additionally, the system must provide real-time, multimodal trip planning, service information, and disruption guidance to assist customers during normal and disrupted operations. Eligible bidders must be onshore organizations based in Canada. The agency expects the selected vendor to perform all work offsite. Bidders must submit their responses digitally via email or through the online portal, and the agency is currently looking for proposals to determine the budget.