CanadaBuys #SEN-027 26-27

Senate of Canada RFI: Replacement of Call Queue Management System

The Senate of Canada is seeking industry input on replacing its current Call Queue Management System. - Government Buyer: - Senate of Canada, Finance and Procurement Directorate, 60 Queen Street, Ottawa, ON - OEMs and Vendors: - No specific OEMs or vendors named; open to all qualified suppliers - Products/Services Requested: - Modern Call Queue Management solution - Must integrate with Microsoft Teams telephony - Support for bilingual (English and French) caller experience - Key features required: - Queue management, callback functionality, advanced reporting - Business continuity, high availability, disaster recovery - Integration with enterprise systems - Scalability for up to 12 agents - Multilingual IVR, real-time monitoring, omnichannel support (voice, email, chat, SMS) - Advanced administration and security certifications - Flexible hosting models (SaaS, public cloud, hybrid) - Unique/Notable Requirements: - Robust Microsoft Teams integration - Comprehensive agent and supervisor features - Vendors must provide indicative pricing, licensing models, implementation costs, ongoing support fees, and total cost of ownership estimates - This is an RFI for information gathering; no specific products, part numbers, or purchase quantities listed

Description

The Senate of Canada is seeking information from industry on modern Call Queue Management solutions capable of replacing its current platform. The solution must operate with Microsoft Teams telephony and support a bilingual caller experience. This Request for Information (RFI) is issued solely for information and planning purposes and does not constitute a solicitation or obligation. The Senate intends to gather information to inform future procurement processes and budgetary planning.

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