IFB FTB-2627-00076 Genesys Software Subscriptions and Application Support Services

Background
The California Franchise Tax Board (FTB) is seeking to contract with a vendor to renew and procure various Genesys Software Subscriptions and Application Support Services in support of FTB's Enterprise Service Platform II Contact Center Platform (CCP).
The goal of this contract is to ensure the continued operation and support of the software systems that facilitate customer service operations.

Work Details
The contractor will provide the following services:
1. Renewal and procurement of Genesys Software Subscriptions including Framework, Voice Platform, Reporting, and Workforce Management.
2. Application Support Services (Professional Services) for FTB's CCP, which includes:
- Remote custom application support via phone, email, or web.
- Availability for support 24/7.
- Provision of new releases, updates, and corrective code.
- Investigation and diagnosis of tickets related to Genesys software issues.
- Quarterly meetings with FTB to discuss updates and issues.
- Collaboration with other product support suppliers to resolve integration issues.
- Up to 100 hours of Application Support Services valued at $20,000 for design or configuration maintenance.

Period of Performance
The period of performance for this contract will be from July 1, 2026, through June 30, 2027.

Place of Performance
The services will be performed remotely but may require onsite meetings at the California Franchise Tax Board located in Rancho Cordova, CA.

Bidder Requirements
Bidders must provide Genesys-certified consultants for the professional services required under this contract.
They are also required to submit various mandatory documents including a Confidentiality Statement, Seller’s Permit Certification, Payee Data Record (STD. 204), Bidder Declaration (GSPD-05-105), and others as specified in the solicitation.