British Columbia BCBid #227216

British Columbia Pension Corporation Contact Centre as a Service (CCaaS) Platform and Implementation

The British Columbia Pension Corporation is seeking to modernize its contact centre operations with a new, enterprise-grade, cloud-native Contact Centre as a Service (CCaaS) platform. - Government Buyer: - British Columbia Pension Corporation - Products/Services Requested: - Cloud-native CCaaS platform to support 600+ staff - Integrated agent experience and advanced workforce engagement management - Real-time analytics, automation, and enterprise security controls - Compliance 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 - End-to-end delivery: implementation, integration, stabilization, and transition to steady-state operations - Unique/Notable Requirements: - Strict compliance with Canadian data residency and privacy laws - Enterprise security controls - No specific OEMs or vendors named; open to all qualified providers

Description

The British Columbia Pension Corporation is seeking proposals for an enterprise-grade cloud-native Contact Centre as a Service (CCaaS) platform to modernize its contact centre operations. The platform should support over 600 staff and provide 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 and scalably with existing enterprise systems such as Microsoft 365, Azure Active Directory, and CRM platforms. The procurement will contract a single Prime Proponent responsible for end-to-end delivery including implementation, integration, stabilization, and transition to steady-state operations.

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