Opportunity
Merx #227216
BC Pension Corporation seeks cloud-native Contact Centre as a Service (CCaaS) solution and implementation.
Posted
March 30, 2026
Respond By
April 17, 2026
Identifier
227216
NAICS
541512, 541513
The British Columbia Pension Corporation is seeking to modernize its contact centre operations through the procurement of a cloud-native Contact Centre as a Service (CCaaS) platform. - Government Buyer: - BC Pension Corporation (Canada) - OEMs Highlighted: - Genesys Cloud CX - Five9 - NICE CXone - Products/Services Requested: - Enterprise-grade, cloud-native CCaaS platform - End-to-end implementation, integration, stabilization, and transition to steady-state operations - Solution must support 600+ staff and serve members, employers, and benefit administrators - Key Technical and Functional Requirements: - Integrated agent experience and omnichannel capabilities - Advanced workforce engagement management - Real-time analytics and automation - Enterprise security controls compliant with BC FOIPPA and Canadian data residency - Secure integration with Microsoft 365, Azure Active Directory, CRM platforms, workforce management tools, and other business applications - Vendor Responsibilities: - Full delivery, including implementation, integration, and ongoing operations
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 serve members, employers, and benefit administrators across British Columbia, offering integrated agent experience, advanced workforce management, real-time analytics, automation, and enterprise security 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 procurement aims to contract a single Prime Proponent responsible for end-to-end delivery, including implementation, integration, stabilization, and transition to steady-state operations.