CanadaBuys #DPI20261002

Bilingual Customer Service Management Solution with Knowledge Base and Ticketing

CBC/Radio-Canada is seeking a bilingual customer service management solution that combines a knowledge base with customer ticketing capabilities. - Government buyer: CBC/Radio-Canada; no sub-agency or office details are provided. - Requested solution: An English- and French-language web-based knowledge base and ticketing system. - Knowledge base: multimedia articles, customizable forms, customer self-help and ticket deflection, analytics, and a customizable interface. - Ticketing: multichannel intake and responses, API-based submissions, categorization and triage, resolution and escalation workflows, reporting and dashboards, and read-only access for relevant internal stakeholders. - Notable requirements: AI-enabled chatbot support, article recommendations, ticket categorization, drafting assistance, analytics, and configuration suggestions are desirable. - OEMs and vendors: No solution OEM or product brand is named. MERX is identified as the proposal submission platform.

Description

CBC/Radio-Canada is requesting proposals to establish a services agreement for a customer service management solution that includes a bilingual knowledge base and ticketing system. The knowledge base is expected to provide web-based articles, customizable feedback and question forms, self-help and ticket-deflection features, analytics, and a customizable interface. The ticketing solution is expected to receive and respond to customer tickets across multiple channels, support triage and resolution workflows, provide reports and dashboards, and enable relevant read-only access for internal stakeholders. Proposals must be submitted electronically through MERX by October 23, 2026 at 8:00 p.m. Eastern Time; the proposed contract term is three years with two one-year renewal options.

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