Office Of The ControllerIssuing agency·Kentucky·via a public procurement portalContact Center as a Service RFP
Category: IT. Type: Request for Proposals (RFP). Agency: Office Of The Controller. Documents: Attachment B - Cost Proposal Form RFP 2700000097.xlsx; Attachment C - Annual Affidavit and Other Affidavits- RFP 758 2700000097.pdf; Attachment D - Vendors Question Form- RFP 758 2700000097.xlsx; Attachment E - Personal Information RFP 758 27000000097.pdf; Attachment G - Functionality Matrix RFP 758 2700000097.xlsx; Attachment H - Contact Center and Service Deliverables RFP 758 27000000097.docx; Attachment I - Service Level Agreement RFP 758 27000000097.docx; Attachment J - Business Associate Agreement RFP 758 27000000097.docx; Attachment K - CHFS Standard Terms and Conditions RFP 758 27000000097.docx; Attachment L - Current Contact Center Operations Overview RFP 758 27000000097.docx; Attachment A-Terms and Conditions RFP 758 27000000097.pdf; Attachment F - Mandatory Requirements Checklist RFP 758 2700000097.xlsx; Final_RFP_758_2700000097_1_SO_FORM.PDF — Assembled pdf file for document [RFP,758,2700000097,1] - Solicitation Printer; Addendum 1 - Attachment A-Terms and Conditions RFP 758 27000000097 Contact Center as a Service.pdf; Final_RFP_758_2700000097_2_SO_FORM.PDF — Assembled pdf file for document [RFP,758,2700000097,2] - Solicitation Printer
The vendor shall provide a readily available, cloud-hosted, configurable, and HIPAA-compliant CCaaS solution that supports voice, email, chat, SMS, TDD/TTY, and optionally social media. The solution must include IVR, voice bot, chatbot, CRM, and analytics, and comply with all CMS conditions and standards. The vendor shall own, rent, or lease and maintain all Contact Center platforms, including IVR, VoIP telephony, multi-channel ACD, CTI, RESTful API, call recording, screen recording, workforce management, and a contact management system. The vendor shall also provide Managed Services (fully outsourced contact center operations), Managed Staffing (vendor-managed staff paid hourly), and Augmented Staffing (staff supplied to support agency-managed contact centers). The vendor must migrate all current operations from the incumbent vendor, including TFNs, DIDs, IVRs, call flow logic, data, and integrations, and ensure the system is fully operational within six to eight months after contract execution. The vendor shall also provide post-implementation maintenance and operational support, including help desk operations, incident management, disaster recovery, and training.
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Most Kentucky work asks for the two below, and the solicitation documents are where it’s stated. One prequalification covers both — on this bid and the next.
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Source: Office Of The Controller (solicitation RFP-758-2700000097-2), retrieved via a public procurement portal. View the official posting, and always confirm requirements and deadlines with the issuing agency.
