Missouri BUYS #STATE 0000000456SL

Missouri RFP for Genesys Cloud Contact Center Licenses, AppFoundry, AI Tokens, and Services

The State of Missouri is seeking proposals for a comprehensive Genesys Cloud Contact Center solution to support its Information Technology Services Division and various state agencies. - Government Buyer: - State of Missouri, Office of Administration, Information Technology Services Division, Division of Purchasing - OEM Highlight: - Genesys is the specified Original Equipment Manufacturer (OEM) for all core contact center software and services - Products and Solutions Requested: - Multiple types of Genesys Cloud CX licenses (CX 1, CX 2, CX 3, CX 4), available as both named and concurrent licenses - Each license tier includes a range of features such as voice and digital channels, omnichannel routing, speech-enabled IVR, outbound campaigns, analytics, unified communications, workforce management, quality assurance, knowledge management, AI-powered features (Agent Copilot, Supervisor Copilot, Virtual Supervisor), and predictive engagement/routing - CX 4 licenses include bundled AI Experience tokens per agent - Genesys AppFoundry solutions for integrations and add-ons - AI Tokens for advanced AI-powered features and usage - Ongoing maintenance and support for the Genesys Cloud platform - Services Requested: - Professional services for implementation, configuration, and ongoing support, delivered via a Statement of Work (SOW) process - Implementation of AppFoundry products or services as needed - Notable Requirements: - Mandatory use for consolidated agencies; optional for others - Vendors must meet minimum experience and personnel qualifications - Compliance with cybersecurity, data handling, and HIPAA (Business Associate Agreement) requirements - Annual invoicing for licenses; monthly invoicing for usage changes and AI tokens - All proposals must be submitted electronically via MissouriBUYS - Contract Details: - Initial contract period of three years, with options for two additional one-year renewals - Firm, fixed pricing required for both base and renewal periods

Description

This solicitation is a Request for Proposal (RFP) issued on behalf of the Office of Administration, Information Technology Services Division, and various state agencies. It seeks proposals for Genesys Cloud Contact Center licenses, maintenance, AppFoundry, AI tokens, and related professional services. The contract period is effective from the date of contract through three years. Proposals must be submitted electronically through MissouriBUYS by July 23, 2026, at 2:00 PM Central Time.

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