227216 - Call Centre as a Service Solution and Implementation -26ITS-RFP008 (Канада - Тендер #71603857)

AI Overview

Seeking a prime proponent to deliver an enterprise-grade cloud-native Contact Centre as a Service (CCaaS) platform to modernize contact centre operations supporting 600+ staff and serving members, employers, and benefit administrators.

Basic Information

Reference Number

00004973493

Issuing Organization

BC Pension Corporation

Solicitation Type

RFP - Request for Proposal (Formal)

Solicitation Number

227216

Title

Call Centre as a Service Solution and Implementation -26ITS-RFP008

Source ID

SCRIBE

Details

Location

British Columbia

Purchase Type

Not Stated

Dates

Publication

2026/03/30 10:49:00 AM EDT

Closing Date

2026/04/17 05:00:00 PM EDT

Contact Information

Angela Bennett

tenders@pensionsbc.ca

Description

The British Columbia Pension Corporation is seeking to modernize its contact centre operations by procuring an enterprise-grade cloud-native Contact Centre as a Service (CCaaS) platform.
The Corporation currently operates a cloud-based contact centre solution and seeks to replace it with a modern, cloud-native omnichannel CCaaS platform that will support its 600+ staff and serve its members, employers, and benefit administrators across British Columbia. The new platform should deliver an integrated agent experience, advanced workforce engagement management capabilities, real-time analytics, automation capabilities and enterprise security controls aligned with BC FOIPPA and Canadian data residency requirements.
The new solution will operate within a broader enterprise ecosystem and support secure, scalable integration with existing systems, including Microsoft 365, Azure Active Directory, CRM platforms, workforce management tools, and other business applications. This will enable the Corporation to improve service delivery to its members, modernize its internal operations, and establish a foundation for ongoing digital transformation
The Corporation has completed extensive market research and requirements validation, including the use of independent analyst research. As a result, the Corporation has determined that the following Contact Centre as a Service (CCaaS) platforms are capable of meeting its functional, technical, and strategic requirements:

• Genesys Cloud CX
• Five9
• NICE CXone
• The objective of this procurement is to contract with a single Prime Proponent who will be responsible for the end-to-end delivery of the solution, including implementation, integration, stabilization, and transition to steady-state operations. The Prime Proponent may be:
  
• The CCaaS platform vendor;
• An authorized reseller of the CCaaS platform; or
• A certified implementation partner authorized to deliver services for the proposed CCaaS platform.
• Regardless of the delivery model proposed, the Prime Proponent will retain full contractual, delivery, and performance responsibility for all services, including those delivered by subcontractors.
  

See more Disclaimer All amendments to the associated notice, including amended documents, plans and specifications (where applicable), are issued on bcbid.gov.bc.ca. MERX asks that you refer to bcbid.gov.bc.ca notice for these amendments. MERX stipulates that potential bidders may also be required to register with the buying authority as a bidder/plan taker. The contact information can be found within the notice abstract.

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