Opportunity
City of Sacramento PlanetBids #P27071011001
City of Sacramento Seeks AWS Connect Migration Partner for Contact Center Modernization
Posted
July 15, 2026
Respond By
August 07, 2026
Identifier
P27071011001
NAICS
541512, 541519, 517311
The City of Sacramento is seeking an integration partner to migrate its nine contact centers from a Cisco on-premises Packaged Contact Center Enterprise (PCCE) system to an AWS Connect Contact Center solution. - Government Buyer: - City of Sacramento, IT - Information Technology Department - OEMs and Vendors: - Amazon Web Services (AWS) Connect is the required platform - No other specific OEMs mandated; Cisco is the incumbent system - Products/Services Requested: - AWS Connect Contact Center Solution for approximately 193 agents, handling 75,000 calls per month - Migration and integration services, including: - Phased migration from Cisco PCCE to AWS Connect - Direct Inward Dialing (DID) porting and SIP trunk setup - Integration with Intelligent Virtual Assistants (IVA) using generative AI - Integration with Salesforce, ServiceNow, Oracle CC&B, and ESRI GIS - Implementation of omni-channel communication, call and screen recording, PCI compliance redaction, real-time transcription, post-call surveys, and multi-language support - Comprehensive training and ongoing support - Unique/Notable Requirements: - AWS certification required for integrators - Experience with generative AI-powered virtual assistants - Integration with multiple CRM and GIS platforms - Scalable, omni-channel solution with advanced telephony features (e.g., call-back, call scheduling) - Compliance with PCI standards and support for quality management and reporting - Phased migration approach and comprehensive agent/supervisor training
Description
The City of Sacramento is seeking an integration partner to migrate its eight call centers from a Cisco on-premises PCCE environment to AWS. The project supports 193 agents and handles approximately 75,000 calls per month. The migration plan must include steps such as DID porting, SIP trunk setup, IVA and Salesforce integration, and GIS connectivity. The goal is to implement a scalable, omni-channel solution that enhances customer service and optimizes interactions across various city departments.