Cloud-Based Contact Center as a Service Platform

The Commonwealth of Kentucky requires a comprehensive, cloud-hosted Contact Center as a Service (CCaaS) platform tailored to support its cabinet departments and Medicaid-related systems. The vendor must administer, maintain, and own or lease the platform built on Genesys Cloud CX and integrated with Oracle RightNow CRM, Pure Insights, and Workforce Management. Required capabilities include multi-channel support for voice, email, chat, SMS, and TDD/TTY, along with IVR, voice bots, chatbots, call recording, and an n-tier browser-based architecture. Eligibility is restricted to onshore United States organizations performing work offsite. Vendors must submit questions by October 16, 2026, and submit their proposed technical solution, cost solution, and completed bid information digitally by January 8, 2027, at 15:30.