Project: Tender_17837 - Cloud-Based Contact Centre as a Service (Ccaas) Tender, Canada - 109352661

Procurement Summary

Country : Canada

Summary : Project: Tender_17837 - Cloud-Based Contact Centre as a Service (Ccaas)

Deadline : 04 Dec 2024

Other Information

Notice Type : Tender

TOT Ref.No.: 109352661

Document Ref. No. : tender_17837

Competition : ICB

Financier : Self Financed

Purchaser Ownership : Public

Tender Value : Refer Document

Purchaser's Detail

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Tender Details

he 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 se...
Solicitation Type : RFB - Request for Bid (Formal)
Reference Number : 00004283134
Location : Ontario
Purchase Type : Not Stated
Dates Publication : 2024/10/28 02:37:00 PM EDT
Closing Date : 2024/12/04 11:00:00 AM EST
Contact Information : Jason Li
: Jason.Li@supplyontario.ca
:
Description : he 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 governm...

Documents

 Tender Notice