Description
This solicitation seeks a comprehensive Unified Communications (UC) and Contact Center solution that can be deployed across the wide network of Sourcewell’s Participating Entities – ranging from local governments to educational institutions in the United States and Canada. The contract will cover provision of a scalable, multi‑tenant platform encompassing voice, video, messaging, and omni‑channel contact center capabilities, as well as integration, training, support, and long‑term maintenance services. Vendors must demonstrate ability to deliver secure, compliant, and interoperable solutions that can scale to thousands of end users and satisfy diverse agency requirements.
• Provide a centrally‑managed UC platform (voice, video, chat, messaging) with licensing for multi‑tenant use.
• Deliver full‑featured contact‑center functionality (call routing, queuing, CRM integration, analytics, multi‑channel support).
• Ensure integration with existing legacy PBX, ITSM, ERP, and other agency systems while meeting security, accessibility, and data‑privacy standards.
• Offer ongoing support, training, and service‑level agreements for a multi‑year contract period.
• Must be able to serve a geographically dispersed user base across many states and provinces.