Washington Suburban Sanitary Commission #244657

WSSC Solicits Cloud-Based Contact Center as a Service (CCaaS) Solution

The Washington Suburban Sanitary Commission (WSSC) is seeking proposals for a modern Contact Center as a Service (CCaaS) solution to replace its current telephony and IVR systems. - Government Buyer: - Washington Suburban Sanitary Commission (WSSC), Maryland - Products/Services Requested: - Cloud-based CCaaS platform for approximately 250 agents - Implementation services (SOW deliverables 1-6) - 90-day hypercare (post-implementation) support - One-year managed services - Three-year annual subscription - IVR and contact center features including: - Natural language processing (NLP) and self-service applications - Multilingual support (English and Spanish) - Omnichannel communication (voice, live chat, SMS, email) - Advanced call routing and queuing - Real-time monitoring and workforce management - PCI-compliant call and screen recording - AI-driven analytics, chatbots, and social media reputation management - Integration with billing, City Works, ServiceNow, Kubra, E-Permitting, Power BI - Unique/Notable Requirements: - High availability (99.9% uptime) and infrastructure redundancy - Security: Single sign-on (SSO), role-based access control (RBAC), multi-factor authentication (MFA), encryption, audit logging, and privacy compliance - Must support integration with existing WSSC systems - OEMs and Vendors: - No specific OEMs or vendors are named in the solicitation - All responses must be submitted via WSSC's eProcurement Portal

Description

This solicitation from the Washington Suburban Sanitary Commission (WSSC) in Maryland seeks proposals for a modern Contact Center as a Service (CCaaS) solution to replace aging telephony and IVR systems. The project scope includes configuration, testing, deployment, training, and ongoing support for a cloud-based platform supporting approximately 250 agents. Key deliverables include implementation, 90-day hypercare support, one-year managed services, and a three-year annual subscription. Responses are due by May 1, 2026, with a pre-bid meeting scheduled for April 13, 2026, via Microsoft Teams.

View original listing