What the buyer needs
AI summaryThe Maryland State Department of Education (MSDE) Office of Early Childhood seeks to renew Five9 call center software and services for its Childcare Administration Tracking System (CCATS) Help Desk and Provider Portal. Bidders must be authorized resellers of Five9 and onshore USA organizations, and small, minority, and veteran-owned businesses are encouraged to respond. Bidders must submit questions in writing to the Procurement Officer by November 16, 2026, at 2:00 PM, and submit bids electronically through eMaryland Marketplace Advantage (eMMA) by November 19, 2026, at 2:00 PM EDT. MSDE will award a single contract to the bidder meeting all mandatory requirements that offers the lowest total price on Exhibit A. The anticipated contract term runs from November 20, 2026, through November 19, 2027. Total costs may not exceed $50,000.00 for the contract term, and the contractor will bill MSDE monthly.
Scope of work
- Renew Five9 Call Center Services for one year
- Five9 Core - Voice Contact Center (5 concurrent users)
- VCC Supervisor (2 concurrent users) and VCC Administrator (1 concurrent user)
- US DID phone number (1 number)
- Technical Account Management support services (5 hours)
- VCC Recording Storage (6 units, 1 year)
- Secure RTP (SRTP) connectivity (1 domain)
- Multi-extension phone line with voicemail for CCATS and Provider Portal
How proposals are evaluated
| Criterion | Weight / scoring |
|---|---|
| Mandatory requirements (Authorized Reseller of Five9) | Not specified |
| Lowest total bid price on Exhibit A - Bid Form | Not specified |
Minimum qualifications
- Authorized Reseller of Five9
- Business must be registered with the State of Maryland
- Compliant with WCAG 2.1 Level AA and ADA accessibility standards
Documents to include with your response
- Letter of interest
- Resume demonstrating required qualifications
- Signed Bid Form Exhibit A with itemized pricing
- Updated W-9 (if not previously done business with MSDE or State)
How to submit
- Method
- Electronic via eMaryland Marketplace Advantage (eMMA)
- Instructions
- Submit electronically through eMMA following Quick Reference Guide '3 - eMMA QRG Responding to Solicitations (IFB)' for single envelope submissions. Faxed or mailed bids are not accepted.