Enterprise Contact Center RFP
ID: SRC0000030184
• State: Ohio
Opportunity Assistant
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Description
Background
The State of Ohio, through the Department of Administrative Services, Office of Procurement Services, is issuing this Request for Proposals (RFP) to solicit proposals from contractors for contact center as a service solutions.
The goal is to establish a pre-qualified pool of contractors capable of providing advanced contact center services that include automatic call distribution, interactive voice response and recognition (IVR), virtual agents, chatbots, and omnichannel communications with AI capabilities such as agent assist and call wrap-up.
The State currently utilizes the Next Generation Telephony Service (NGTS) solution and prefers to maintain its existing infrastructure while exploring new solutions.
Work Details
Contractors must provide one or more solutions that meet the following requirements:
- Advanced Analytics and Reporting
- Omnichannel Support
- Workforce Optimization
- Automation
- Cloud-based infrastructure
- Security and Compliance
- Self-Service options
- Integration
- Collaboration tools for agents
- Intelligent routing and skills-based routing.
The contractor will also manage the implementation and operations of the solutions provided. Specific deliverables will be defined in subsequent Statements of Work (SOWs) issued by DAS.
Period of Performance
The contract term will be defined in Part 8, Draft Contract, with an option for renewal at the discretion of the State for a period of one month. Further renewals will require mutual agreement between the Contractor and the State.
Place of Performance
The services will be performed within the State of Ohio, with specific locations to be determined based on project needs.
Bidder Requirements
Offerors must be registered with Ohio Shared Services to do business in Ohio. They must also complete various forms including Offeror Certification Form, Offeror Registration Form, Independent Contractor Acknowledgement Form, Subcontractor Utilization Form, and others as specified in Section 4. Additionally, Offerors must provide evidence of financial stability and prior project experience in similar domains.
The State of Ohio, through the Department of Administrative Services, Office of Procurement Services, is issuing this Request for Proposals (RFP) to solicit proposals from contractors for contact center as a service solutions.
The goal is to establish a pre-qualified pool of contractors capable of providing advanced contact center services that include automatic call distribution, interactive voice response and recognition (IVR), virtual agents, chatbots, and omnichannel communications with AI capabilities such as agent assist and call wrap-up.
The State currently utilizes the Next Generation Telephony Service (NGTS) solution and prefers to maintain its existing infrastructure while exploring new solutions.
Work Details
Contractors must provide one or more solutions that meet the following requirements:
- Advanced Analytics and Reporting
- Omnichannel Support
- Workforce Optimization
- Automation
- Cloud-based infrastructure
- Security and Compliance
- Self-Service options
- Integration
- Collaboration tools for agents
- Intelligent routing and skills-based routing.
The contractor will also manage the implementation and operations of the solutions provided. Specific deliverables will be defined in subsequent Statements of Work (SOWs) issued by DAS.
Period of Performance
The contract term will be defined in Part 8, Draft Contract, with an option for renewal at the discretion of the State for a period of one month. Further renewals will require mutual agreement between the Contractor and the State.
Place of Performance
The services will be performed within the State of Ohio, with specific locations to be determined based on project needs.
Bidder Requirements
Offerors must be registered with Ohio Shared Services to do business in Ohio. They must also complete various forms including Offeror Certification Form, Offeror Registration Form, Independent Contractor Acknowledgement Form, Subcontractor Utilization Form, and others as specified in Section 4. Additionally, Offerors must provide evidence of financial stability and prior project experience in similar domains.
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Overview
Opportunity ID
SRC0000030184
Response Deadline
Dec. 5, 2025
Past Due
Date Posted
Nov. 26, 2025
Source
Pre-Bid Conference
Optional pre-proposal conference held virtually via Microsoft Teams.
Est. Value Range
Experimental
$5,000,000 - $20,000,000
(AI estimate)
Agency Distribution
High
On 11/26/25 DAS-Administrative Services in Ohio issued Enterprise Contact Center with ID SRC0000030184 due 12/4/25.
Contacts
Documents
Posted documents for Enterprise Contact Center RFP
Opportunity Assistant
AI Analysis
AI Generate
Classifications
Additional Details
Set Aside
MBE Set Aside
Lot #
1
Round #
2
Inquiry End Date
11/24/2025 12:00:00 AM