Call Center Modernization and Webex Migration Consulting
Chicago Housing Authority > Procurement and Contracts > Information Technology
Original Solicitation Links
SP 91841
]SP 91841: Call Center Consultant
Contact
Submission Instructions
Description
The Chicago Housing Authority is soliciting a consultant to modernize and migrate its legacy call center to Cisco Webex Calling, UCM Cloud, and Webex Contact Center. The scope includes CUCM discovery and migration, Webex Calling and omnichannel contact center deployment, DID and call-routing migration, SIP trunk and gateway configuration, Microsoft 365/SMTP integration, Finesse and 2Ring integration, testing, and security-aligned network and voice infrastructure configuration. The consultant must provide topology diagrams, configuration documentation, migration and cutover runbooks, contact center flow and queue documentation, administrative and troubleshooting guides, training and knowledge transfer for CHA's infrastructure team, and Level 3 operational support. The work is to be performed onsite during Monday-through-Friday, 8:00 a.m. to 4:30 p.m., with an expected nine-month project effort of 1,440 hours within a 12-month initial and option-period structure. Respondents must submit a signed quote and resumes for all proposed consultants; the fee form is provided as an Excel attachment. Required insurance documentation is due before contract commencement rather than with the quote.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Commercial General Liability — $1,000,000.00
- Commercial General Liability aggregate — $2,000,000.00
- Auto Liability — $1,000,000.00
- Workers' Compensation
- Employer's Liability — $500,000.00
- Technology Errors & Omissions, including Cyber Liability — $1,000,000.00
- Technology Errors & Omissions, including Cyber Liability aggregate — $2,000,000.00
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