Enterprise Contact Center RFP

The State of Ohio is seeking one or more contractors to provide contact center as a service solutions, including automatic call distribution, interactive voice response and recognition (IVR), virtual agent, chatbot, and omnichannel communications along with large language models (LLM) or artificial intelligence (AI) capabilities. The contractor must provide one or more solutions that meet all requirements detailed in the RFP, and must manage the implementation and operations of the solution(s). Key features include advanced analytics and reporting, omnichannel support, workforce optimization, automation, cloud-based infrastructure, security and compliance, self-service options, integration, collaboration tools for agents, and intelligent routing and skills-based routing. • The solution must facilitate AI use cases focusing on consistent customer data integration and improve customer experience with purpose-built customer experience components. • The contractor will be required to provide a technical proposal and a cost proposal, and must submit their proposals electronically through OhioBuys. • The state may award from one to three contracts for this RFP, and the contract term will be from the date of the state's signature through November 30, 2030, with possible renewals.