Description
The Commonwealth of Kentucky is seeking a vendor to provide a fully managed Contact Center as a Service (CCaaS). The solicitation requires vendors to submit both a technical solution outlining platform capabilities, integration, security, and service levels, as well as a cost proposal. Submissions are to be made electronically by the closing date. The contract will cover provision of cloud‑based call handling, omnichannel support, reporting, and ongoing maintenance for the state’s various agencies.
• Scope includes provisioning of a cloud‑based contact‑center platform, user licenses, integration with existing state systems, and 24/7 support.
• Vendors must detail technical architecture, security compliance (e.g., FIPS, NIST), SLA metrics, and pricing structure.
• Electronic submission only; no onsite pre‑bid meeting or mandatory site visit.
• Award decision and contract execution timeline not disclosed.