Contact Centre as a Service

The Province of Nova Scotia, through its Department of Cyber Security and Digital Solutions, is seeking an enterprise cloud-based Contact Centre as a Service solution for use across the Province. The requested solution includes the platform, telephony, digital communication channels, implementation, configuration, integrations, training, reporting, security, support, and ongoing service management. The procurement is intended to modernize and consolidate contact centre services, improve operational efficiency, and provide a secure, scalable, resilient, and flexible platform supporting multiple business lines. The solution must support consistent service management and reporting and enable participating organizations to respond to fluctuating demand, emergency events, and evolving service-delivery needs.