Washington Suburban Sanitary Commission #2026-088

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 customer service operations. - Government Buyer: - Washington Suburban Sanitary Commission (WSSC), a major water and wastewater utility in Maryland - Products/Services Requested: - Implementation of a CCaaS and IVR platform to replace the current on-premises telephony system - Features required: - Browser-based softphone operations - Integration with enterprise systems - Support for approximately 250 agents - Modules for reporting, recording, quality management, desktop analytics, e-learning, and workforce management - Services include: - Full implementation (SOW Deliverables 1-6) - 90-day hypercare support post-implementation - One-year managed services - Deployment, project management, and training - OEMs and Vendors: - No specific OEMs or vendors are named in the notice - Vendors must demonstrate inclusion in the Gartner Magic Quadrant (MQ) for CCaaS - Unique or Notable Requirements: - Solution must comply with all WSSC policies and regulations - Open to all qualified vendors; intergovernmental and cooperative purchasing clauses included - Vendors must provide documentation of relevant experience and Gartner MQ listing - Place of Performance: - WSSC headquarters and facilities in Laurel, Montgomery County, Maryland

Description

The Washington Suburban Sanitary Commission (WSSC) is soliciting sealed responses for a Contact Center as a Service (CCaaS) and Interactive Voice Response (IVR) solution. The project includes implementation, 90-day hypercare support, one-year managed services, deployment, project management, and training. The solution must support browser-based softphone operations, integrate with enterprise systems, and support approximately 250 agents. The procurement aims to replace an aging on-premises telephony system to improve customer service and provide real-time insights.

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