Tender Details

Country: Canada
Summary: Cloud-based Contact Centre as a Service (CCaaS)
CAT Ref No: 109136832
Deadline: 04 Dec 2024
Financier: Self Financed
Purchaser Ownership: Government
Tender Value: Refer Document
Notice Type: Tender
Document Ref. No.:
Purchaser's Detail:
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Description:
Detailed_Description : The Ministry of Public and Business Service Delivery and Procurement (the “Ministry") is establishing a Cloud Contact Centre as a Service (CCaaS) Enterprise Vendor of Record (VOR) Arrangement for the provision of a single Vendor to be the Managed Service Provider (MSP) that will provide an integrated solution, delivered as a Software as a Service (SaaS), with the following cloud capabilities and services listed below: •Contact Centre as a Service (CCaaS) •Workforce Management (WFM) •Quality Management (QM) •Customer Relationship Management (CRM) and Knowledge Management (KM) •Professional Services The MSP assumes responsibility for delivering the described deliverables in this document, alongside the associated Schedules and Appendices contained within this RFB. Bidders are required to submit bids for all categories, and the evaluation and award process will be conducted collectively for all categories.
Scope of Work : Ontario is making it easier and more convenient for individuals and businesses to access government services. Foundational to this transformation is acquiring and implementing modernized CCaaS Integrated Solutions for the government-wide delivery of public-facing programs. The CCaaS Integrated Solution will meet present and future program delivery needs while enabling inclusive customer options through multiple engagement channels, including inbound voice, chatbot, live chat, video chat, email, outbound voice, and more. The Ministry aims to achieve this by securing access to qualified technology solution providers through a Managed Service Provider model. In addition, the Province of Ontario is committed to realizing operational and Information Technology cost savings for Ontario taxpayers. With a focus on user needs and critical requirements for operations, this approach will enable the Ministry to extend these services across the entire Ontario government CCaaS technology ecosystem, including Clients or organizations that qualify as part of the Broader Public Sector (BPS). This Enterprise VOR will support the delivery of program mandates across the Government in alignment with the Supply Ontario Mandate.
Documents:

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Cloud-based Contact Centre as a Service (CCaaS) - Canada Tender

The GOVERNMENT OF ONTARIO, a Government sector organization in Canada, has announced a new tender for Cloud-based Contact Centre as a Service (CCaaS). This tender is published on CanadaTenders under CAT Ref No: 109136832 and is categorized as a Tender. Interested and eligible suppliers are invited to participate by reviewing the tender documents and submitting their bids before the deadline on 2024-12-04.

The estimated tender value is Refer Document, and full details, including technical specifications and submission requirements, are provided in the official tender documents. Ensure all submissions meet the criteria outlined to be considered for evaluation.