06926Y0366-Maintenance and Support of Ribbon Hardware/Software

The Department of Social Services (DSS)/New York City Human Resources Administration (HRA) is seeking a vendor to provide maintenance and support for Ribbon hardware and software. The solution should replace the end-of-life technology that was previously in use and provide a common phone number with new technological capabilities to improve the speed and ease of access to necessary information for DSS clients. The software should support Contact Center as a Service (CcaaS) and be hosted by the Contact Center provider, allowing DSS to have access to the latest technology at any time. • The vendor should provide maintenance and support for Ribbon SBC hardware, which connects the agency telecom to the public domain using Verizon SIP trunks. • The equipment is critical for the agency's telephone and rightfax services to be up and running. • Any outage of this equipment will result in disruption of agency phone calls, voice mail, and right fax services. • The service is strictly to gate keep agency telephone calls and right fax services. • Vendors will have access to all documents and proposal instructions through PASSPort.