Contact Center as a Service (CCaaS) Solution

Background
The Washington Suburban Sanitary Commission (WSSC) is seeking a modern Contact Center as a Service (CCaaS) solution to replace its aging on-premises telephony system and Interactive Voice Response (IVR).
The goal of this contract is to enhance customer service performance, provide real-time operational insights, and support various departments with differing levels of call center sophistication.
The new CCaaS platform must facilitate browser-based softphone operations for all users, integrate with key enterprise systems, and standardize call handling across the organization.

Work Details
The contractor will provide a CCaaS solution that includes:
- Real-time reporting capabilities
- Historical reporting
- Integrated recording features
- Quality management tools
- Desktop analytics
- E-learning modules
- Workforce management functionalities.
The solution must meet all 'must have' requirements outlined in the CCaaS requirements spreadsheet attached to the solicitation.

Period of Performance
The contract will be performed over a period of three years with two optional one-year extensions.

Place of Performance
The services will be performed at WSSC facilities located in Maryland.

Bidder Requirements
Offerors must meet the following minimum qualifications:
1) The CCaaS provider must be listed in Gartner’s Magic Quadrant for Contact Center as a Service.
2) Offerors must have at least 10 years of experience as a CCaaS provider or reseller.
3) If acting as a reseller, the Offeror must hold a current top-tier partnership designation with the underlying CCaaS platform vendor.
4) Offerors must fulfill all 'must have' requirements specified in the CCaaS requirements spreadsheet.