Massachusetts COMMBUYS #BD-25-1281-HOLDN-HOLDN-135152

Multi-site cloud-hosted UCaaS phone system, phones, licenses, and implementation services

The Town of Holden is seeking a three-year, multi-site cloud phone system to replace its existing Avaya platform. - Government buyer: Town of Holden, Massachusetts, through the Office of the Town Manager; service also covers participating sites in Paxton, Princeton, and West Boylston. - OEMs and named technology providers: Yealink is the reference phone manufacturer, with the T46U as the reference model or equal; Avaya is the incumbent phone platform being replaced; Microsoft Teams integration is requested. No reseller or winning vendor is named. - Products and quantities: 195 new IP desk phones; 1 cordless/DECT handset and base; 38 analog devices and up to 38 analog adapters; 195 full-user cloud calling licenses; 38 analog, fax, or common-area licenses; and approximately 221 telephone numbers to port. Five spare desk phones are an optional priced item. - Services: Turnkey provisioning, implementation, configuration, number porting, testing, project management, training, cutover support, and ongoing maintenance and support. Pricing also includes fax/analog-line service, AI features, Teams integration, and other optional items. - Notable requirements: Cloud-hosted service for multiple locations; resilient calling; E911 configuration and testing; security and handset/platform compatibility; unlimited U.S. and Canada calling for full users; and AI-assisted capabilities. Requested AI options include a 24/7 virtual receptionist, call transcription and summaries, and call analytics. The system must be implemented and cut over within 90 days of contract execution. - Optional items: Additional training, business SMS, video meetings, an on-site survivability appliance or gateway, extra user licenses, removal and recycling of old equipment, and any other equipment needed for a complete working system.

Description

The Town of Holden is requesting proposals for a cloud-hosted Unified Communications as a Service (UCaaS) phone system under M.G.L. c. 30B, § 6. The contractor will supply, provision, install, test, and support a multi-site system replacing the current phone system, with approximately 195 IP phones and 245 extensions, including analog devices, across Holden and specified member-town sites. The three-year contract scope includes AI-assisted features, number porting, new desk phones, implementation, training, and ongoing support. Proposals must be submitted as separate sealed Technical and Price paper envelopes by December 2, 2026, at 2:00 p.m.; electronic responses are not accepted.

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