Contact Center as a Service (CCaaS) Solutions

Background
The State of Oregon, through the Department of Administrative Services (DAS) and State Procurement Services (SPS), is issuing this Request for Proposal (RFP) on behalf of Enterprise Information Services (EIS) and other Authorized Agencies.

The goal of this RFP is to invite proposals for Contact Center as a Service (CCaaS) solutions to enhance managed telephony and contact center services across various state agencies. EIS has the authority to provide these services, which are critical for supporting the diverse needs of Oregon's executive branch agencies.

Work Details
The contract will involve providing CCaaS solutions that include cloud-based management of customer interactions across multiple channels such as phone, email, chat, and social media.

Proposers are expected to offer solutions that may include AWS Amazon Connect, among other platforms. The services must meet or exceed performance standards set forth in the RFP and will be detailed in a Statement of Work (SOW).

The initial term of the Master Contract will be two years, with options to renew up to a maximum of ten years. Proposals must include specific deliverables, service levels, and compliance with security standards outlined in the attached documents.

Period of Performance
The initial term of the Master Contract is two years from the effective date, with options for renewal that could extend the total duration up to ten years.

Place of Performance
The services will be performed within the State of Oregon, specifically for various state executive branch agencies as designated by EIS.