Cloud-Based Contact Centre as A Service Solution

The buyer requires a modernized, secure, cloud-based Contact Centre as a Service (CCaaS) solution to transform from its on-premise system and provide reliable access to city services. The requested scope includes implementing a platform that supports voice and digital channels, omnichannel engagement, call routing, self-service, automation, reporting, analytics, and AI-enabled functionality with Microsoft Copilot chatbot integration. The contractor must provide an integrated agent desktop experience within ServiceNow for the Service Desk and 311 contact centres, alongside a standard CCaaS desktop experience for all other contact centres. The buyer mandates that the platform align with modern public-sector best practices of comparable Canadian and global cities. Only Canadian organizations are eligible for this opportunity. The vendor will perform all work offsite. Bidders can submit responses digitally through email or online. The buyer is looking for proposals to determine the budget, and the provided text omits specific evaluation criteria and key dates.