Merx #572359

Ornge Solicits Cloud-Based Unified Telephony and Contact Centre Solution to Replace Cisco Systems

Ornge, Ontario's government air ambulance and critical care transport service, is seeking a cloud-based Unified Telephony and Contact Centre solution to replace its aging on-premises Cisco phone and contact centre systems. - Government Buyer: - Ornge (Ontario Ministry of Health), Operations Control Centre (OCC) - OEMs and Vendors Mentioned: - Cisco (current telephony and contact centre infrastructure) - Eventide (NEXLOG Recording System) - Products/Services Requested: - Cloud-based Unified Telephony and Contact Centre solution to support 24x7 operations across all Ornge locations (HQ, disaster recovery, and 14 remote bases) - Migration and implementation services, including phased coexistence with existing Cisco UC environment and site-by-site migration - Integration with Eventide NEXLOG Recording System, Variphy, Microsoft Power BI, and other third-party systems - Support for 1200 users and 820 IP phones (Cisco models 8845, 7965, 7975, Jabber, IP Communicator) - Advanced contact centre features: omnichannel support (voice, SMS, email, chat, video), AI capabilities (real-time transcription, post-call summaries), skill-based routing, quality analytics, and supervisor monitoring - Local survivability at remote sites, carrier diversity, geo-redundant architecture, and 99.999% uptime - Compliance with healthcare privacy and security standards (PHIPA, SOC 2, ISO 27001), data residency in Canada, and Zero Trust integration with Azure AD MFA - Unique or Notable Requirements: - Experience with Cisco telephony and contact centre migration (CUCM, CME, UCCX) - Seamless extension dialing, auto attendant menus, PSTN DID portability - Integration with Eventide NEXLOG for call recording and with analytics/reporting tools - Local survivability and automatic failover for remote bases - Final system must be production-ready before end-of-life for current Cisco systems - Work will be performed at Ornge HQ, OCC DR site, and all remote bases throughout Ontario.

Description

This Request for Proposals (RFP) issued by Ornge invites prospective proponents to submit proposals for the provision of a cloud-based Unified Telephony and Contact Centre solution. The solution will replace Ornge's end-of-life on-premises phone systems and support 24x7 operations across all Ornge locations, including the Operations Control Centre (OCC) and remote bases. The solution must be highly available, resilient, and comply with healthcare, privacy, and security requirements. The contract term is up to five years.

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