Cloud Contact Centre Platform and Services
City of Vancouver
Original Solicitation Links
PS20261849-TS-RFP
]contact centre as a service solution
Contact
Submission Instructions
Description
The City of Vancouver is seeking a secure, scalable, cloud-based Contact Centre as a Service solution to replace its Cisco Unified Contact Center Enterprise platform. The solution must support voice and digital channels, intelligent routing, IVR/IVA capabilities, queue and workforce management, agent and supervisor tools, reporting and analytics, recording and quality management, 24/7/365 support, 99.99% availability, secure Canadian data hosting, and compliance with applicable privacy, security, and PCI DSS requirements. Required integrations include ServiceNow, Cisco and Microsoft Teams telephony, Entra ID/Azure AD, Calabrio, reporting and data-export systems, and ICEPay for payment-related interactions. The scope includes phased implementation for approximately four existing contact centres initially, with possible expansion to additional centres; solution design, configuration, migration, PSTN connectivity, integration, testing, training, go-live support, a 14-day hypercare period for each transition, and a 90-day reliability period after the 311 go-live. Future phases may add omnichannel services, AI and automation, Copilot integration, and optimization initiatives. The expected term is five years with four possible one-year extensions, for a maximum of nine years.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Professional (Error and Omissions) Liability — $2,000,000.00
- Cyber Liability — $2,000,000.00
- Commercial General Liability — $5,000,000.00
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