CanadaBuys #BC227216

British Columbia Pension Corporation Contact Centre Modernization (CCaaS) Solicitation

British Columbia Pension Corporation is seeking to modernize its contact centre operations with a cloud-native Contact Centre as a Service (CCaaS) platform. - Government Buyer: - British Columbia Pension Corporation - Operates across British Columbia - OEMs and Vendors: - Genesys Cloud CX - Five9 - NICE CXone - Products/Services Requested: - Enterprise-grade, cloud-native CCaaS platform - Implementation, integration, stabilization, and transition to steady-state operations - Must support 600+ staff - Integrated agent experience, workforce engagement management, real-time analytics, automation - Enterprise security controls compliant with BC FOIPPA and Canadian data residency requirements - Secure integration with Microsoft 365, Azure Active Directory, CRM platforms, workforce management tools, and other business applications - Unique/Notable Requirements: - Compliance with BC FOIPPA and Canadian data residency - End-to-end delivery by selected Prime Proponent - 36-month contract duration - Place of Performance: - British Columbia Pension Corporation, Victoria, BC, Canada

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 new platform should support over 600 staff and provide an integrated agent experience, advanced workforce engagement management, real-time analytics, automation, and enterprise security controls compliant with BC FOIPPA and Canadian data residency requirements. The solution must integrate securely with existing systems such as Microsoft 365, Azure Active Directory, and CRM platforms. The contract will be awarded to a single Prime Proponent responsible for end-to-end delivery including implementation, integration, stabilization, and transition to steady-state operations.

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