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GOVERNMENT OF ONTARIO has floated a tender for Cloud-based Contact Centre as a Service (CCaaS). The project location is Canada and the tender is closing on 04 Dec 2024. The tender notice number is , while the TOT Ref Number is 109136832. Bidders can have further information about the Tender and can request the complete Tender document by Registering on the site.
Procurement Summary
Country : Canada
Summary : Cloud-based Contact Centre as a Service (CCaaS)
Deadline : 04 Dec 2024
Other Information
Notice Type : Tender
TOT Ref.No.: 109136832
Document Ref. No. :
Competition : ICB
Financier : Self Financed
Purchaser Ownership : Public
Tender Value : Refer Document
Purchaser's Detail
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Login to see detailsTender Details
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.
Project Type : ServicesProject Categories43211500-Computers43211700-Computer data input devices43212200-Computer data storage management systems43223200-Mobile messaging platforms43231500-Business function specific software43232100-Content authoring and editing software43232200-Content management software43232300-Data management and query software43232600-Industry specific software43232700-Network applications software43232800-Network management software43232900-Networking software43233000-Operating environment software43233200-Security and protection software43233500-Information exchange software43233700-System management software81111500-Software or hardware engineering81111700-Management information systems MIS81111800-System and system component administration services81111900-Information retrieval systems81112200-Software maintenance and support81162000-Cloud-based software as a service81162200-Cloud-based infrastructure as a service81162300-Cloud-based business process as a service
Project Type ServicesProject Categories43211500-Computers43211700-Computer data input devices43212200-Computer data storage management systems43223200-Mobile messaging platforms43231500-Business function specific software43232100-Content authoring and editing software43232200-Content management software43232300-Data management and query software43232600-Industry specific software43232700-Network applications software43232800-Network management software43232900-Networking software43233000...
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