California eProcure #FTB-2627-00911

FTB Genesys and Nuance Contact Center Subscriptions and Application Support

The California Franchise Tax Board is seeking Genesys and Nuance subscriptions and support for its enterprise customer-service contact center. - Buyer: State of California, Franchise Tax Board (FTB), Technology Services Division; procurement official TaNita Guereca. - OEMs: Genesys and Nuance. Other named platform integrations/vendors include Qfiniti and Mindful Callback; no support reseller is identified. - Products: Extensive Genesys subscription renewals and lab licenses, new Nuance speech-recognition subscriptions, and seasonal Genesys licenses. The detailed part numbers and quantities are listed below. - Services: Up to 100 hours of Genesys application support through a value-added reseller, capped at $20,000. Required support includes 24/7 availability, updates and corrective code, defect investigation, quarterly meetings, integration coordination, and access to Genesys case management. Consultants must be Genesys-certified and have at least 10 years of relevant experience. - Term: One year; subscriptions span two successive half-year periods, with seasonal licenses for a shorter period. No option years are specified. - Pricing for subscriptions is not provided, so a total contract-value estimate cannot be reliably determined.

Description

The California Franchise Tax Board is seeking a vendor to renew and procure Genesys software subscriptions and application support services for its Enterprise-Wide Customer Service Platform II Contract Center Platform. The procurement includes various Genesys subscriptions, Nuance subscriptions, seasonal Genesys subscriptions, and application support professional services. The solicitation is an Invitation for Bid, with bids due November 24, 2026, at 5:00 PM Pacific Time. The IFB states that awards may be made for individual items or all items to the responsive, responsible bidder with the lowest net cost meeting the requirements.

View original listing