Maryland Procurement Portal #BPM056334

WSSC Solicits Modern Contact Center as a Service (CCaaS) and IVR Solution

The Washington Suburban Sanitary Commission (WSSC) is seeking proposals for a modern Contact Center as a Service (CCaaS) and Interactive Voice Response (IVR) solution to upgrade its current telephony systems. - Government Buyer: - Washington Suburban Sanitary Commission (WSSC) - Products/Services Requested: - Contact Center as a Service (CCaaS) and IVR solution - Features required: - Browser-based softphone for all users - Integration with enterprise systems - Standardized call handling across departments - Support for multiple departments with varying call center needs - Real-time, historical, and integrated reporting - Call recording and quality management - Desktop analytics and e-learning - Workforce management - OEMs and Vendors: - No specific OEMs or vendors are named in the solicitation - Unique or Notable Requirements: - Solution must replace aging on-premises telephony and IVR systems - Bidders must register on the WSSC supplier portal and submit proposals via OpenGov - Solution must support integration and advanced analytics for multiple departments

Description

The Washington Suburban Sanitary Commission (WSSC) is seeking a modern Contact Center as a Service (CCaaS) and Interactive Voice Response (IVR) solution to replace its aging on-premises telephony system. The new system must improve customer service performance, provide real-time operational insights, and support multiple departments with varying call center needs. It should include features such as browser-based softphone operations, integration with key enterprise systems, and standardized call handling across the organization. Bidders must register on the WSSC supplier portal and submit bids via OpenGov before the May 1, 2026 deadline.

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