Contact Centre as A Service Solution

The City of Vancouver is seeking a cloud‑based Contact Centre as a Service (CCaaS) platform to replace its existing on‑premise Cisco UCCE solution. The contract will cover design, implementation, integration with existing City systems (ServiceNow, Microsoft Teams, ICEPAY, Azure AD, etc.), migration of voice queues, training, and a five‑year fixed‑price service term with optional one‑year extensions. The vendor must meet extensive functional and technical requirements, including omnichannel capabilities, AI‑driven assistance, 99.99 % uptime, Canadian data residency, and compliance with FIPPA, PIPA, PIPEDA, and PCI‑DSS. • Deliver a fully configurable, scalable CCaaS platform (voice, SMS, chat, AI/IVR, reporting). • Integrate with ServiceNow CSM/ITSM, Microsoft Copilot, Azure AD, and the City’s existing telephony infrastructure. • Provide 24/7/365 technical support, training, and a 90‑day reliability period plus ongoing maintenance for the contract term.