AVAYA Products and Call Center as a Service

Mississippi seeks vendors for AVAYA products, managed services, and a hosted call center (CCaaS) solution, with mandatory pre-bid details provided.

Comply with Mississippi Employment Protection Act and provide E-Verify documentation.
Comply with National Defense Authorization Act, Section 889.
Comply with National Security on State Devices and Networks Act.
Ensure no work is performed from countries identified as countries of particular concern by the U.S. government.
Provide proof of good standing to do business in Mississippi from the Secretary of State.
Certify authorization to sell and deliver all proposed items and services.
Agree to non-disclosure of Social Security Numbers.
Provide a Certificate of Liability Insurance.
Attend the mandatory onsite/virtual vendor conference.
Submit proposals on a USB flash drive.
Submit all invoices electronically via PayMode for state agencies.
Provide a performance bond or irrevocable bank letter of credit for Category I ($2,000,000) and/or Category II ($3,000,000).
Ensure all account and support personnel are proficient in spoken and written English.
Agree that the State of Mississippi shall own all right, title, and interest to data used, resulting from, and collected by the Vendor.
Do not access State of Mississippi User accounts or data except as required for operation, service, or written request.
Do not store or transfer State of Mississippi data outside of the United States, including backup and disaster recovery locations.
Provide immediate notification of any unauthorized data access or disclosure.
In the event of termination, implement an orderly return of State data in CSV or XML format and guarantee secure disposal.
Conduct criminal background checks for all staff, including subcontractors.
Allow the State access to system security logs.
Allow the State to audit conformance, including contract terms, system security, and data centers.
Ensure any agent or subcontractor granted access to the solution agrees to the same restrictions and conditions.
Disclose non-proprietary security processes and technical limitations to the State.
Submit bills by the 10th day of each month, with liquidated damages for delays.
Fully disclose all administrative, federal regulatory, and other fees with maximum rates.
Perform an annual audit of all services sold through the contract.
Do not bill for partial or incomplete services.
Stop billing for cancelled services on the customer requested date.
Submit a preliminary Continuity of Operations Plan (COOP).
Submit a preliminary Project Management Plan (PMP).
Submit a preliminary, comprehensive User Acceptance Testing Plan (UATP).
For Avaya Products: Account Manager/Client Executive and Technical Account Manager/Voice Engineer must be designated to the State of Mississippi account and located in the US or Canada (preferably Mississippi for AM).
For Avaya Products: Provide detailed resume information and customer references for each proposed individual.
For Avaya Products: Provide an escalation process for account team issues.
For Avaya Products: Communicate planned account team changes to the State for approval at least 14 calendar days prior.
For Avaya Products: Be certified to sell and service AVAYA products and provide documentation of AVAYA standing and highest level of support certification.
For Avaya Products: All equipment must be new, AVAYA certified, in static resistant packaging, and not impair existing AVAYA equipment performance.
For Avaya Products: All material must be shipped prepaid destination, with cost included in cost matrix and catalog.
For Avaya Products: All equipment must include a full parts warranty for a minimum of 12 months, with defective equipment replaced or repaired at no additional charge within 48 hours.
For Avaya Products: Installation must be performed by trained personnel or AVAYA certified technicians, with costs and materials being the Vendor's responsibility.
For Avaya Products: Comply with all City, County, State, and Federal codes, rules, NEC and REA codes, and regulations for installation.
For Avaya Products: Propose the entire line of AVAYA products based on a percentage discount off list price, guaranteed for contract life.
For Avaya Products: Provide a fixed cost to renew and extend the full suite of AVAYA Subscription licenses expiring 12/31/26, fixed for the entire term.
For Avaya Products: Deliver price quotes within two weeks of the initial request.
For Managed Services: Service Delivery Manager must be designated to the State of Mississippi account and located in the US or Canada.
For Managed Services: Conduct weekly meetings with the Service Delivery Manager.
For Managed Services: Provide a description of technical support and SLAs, including remedies and penalties, with the State having the right to upgrade severity of any outage.
For Managed Services: Have a minimum of one technician located within 50 miles of Jackson.
For Managed Services: Be willing to maintain the solution on-premise through the life of the contract.
For Managed Services: Perform all dot release upgrades to Avaya infrastructure components at no additional charge.
For Managed Services: Provide 24x7x365 support.
For Managed Services: Indicate SLA for remediation of security vulnerabilities and any penalties.
For CCaaS: Propose a 100% Software-as-a-Service (SaaS)-based solution.
For CCaaS: If proposing native AWS or Azure services, they must be provisioned inside ITS landing zones.
For CCaaS: Comply with Kari’s Law, RAY BAUM’S Act, and all applicable regulations for 911 call routing with dispatchable location information.
For CCaaS: Provide a 24x7x365 Network Operations Center (NOC) staffed by full-time technical support specialists located in the continental United States.
For CCaaS: Commit to minimize queue time for access to support staff (maximum 5 minutes).
For CCaaS: Service manager/customer success manager must provide notification by phone within 30 minutes of a major outage.
For CCaaS: Maintain all systems in compliance with current industry standards, applying security patches, updates, and maintenance timely.
For CCaaS: Notify each logical entity a minimum of 10 business days prior to any scheduled maintenance.
For CCaaS: Platform must provide omnichannel capabilities (voice, chat, email, social media, SMS).
For CCaaS: Platform must provide call routing capabilities including skills-based and time-of-day routing, and call back capabilities.
For CCaaS: Platform must provide Interactive Voice Response (IVR) capabilities.
For CCaaS: Platform must provide Workforce Management capabilities, including Call/Screen Recording, Agent Coaching, Monitoring, Quality Management, Scheduling, Forecasting, and Post Call Survey.
For CCaaS: Platform must provide APIs or Web Services to integrate with existing CRM systems.
For CCaaS: If e-commerce, point-of-sale, or credit card processing is needed, Vendor must be willing to integrate with Tyler Technologies or provide justification for an alternative payment processor.
For CCaaS: If using Vendor's payment solution, Vendor must assume all responsibility for meeting Payment Card Industry (PCI) compliance requirements annually and assume all liability in the event of a system breach.

$10,000,000 – $50,000,000

First Advertisement Date for RFP: March 3rd, 2026

Second Advertisement Date for RFP: March 10th, 2026

Deadline for Vendor Conference Registration: March 13th, 2026

Mandatory Onsite/Virtual Vendor Conference: March 16th, 2026

Deadline for Vendor’s Written Questions: March 19th, 2026

Deadline for Questions Answered and Posted to ITS Website: March 31st, 2026

Proposal Response Deadline/Opening of Proposals: April 15th, 2026

Begin Evaluation of Proposals: April 16th, 2026

ITS Board Presentation (estimated): May 21st, 2026

Begin Contract Negotiation: May 2026

Proposed Project Implementation Start-up: July 1st, 2026

Estimated Project Go-Live: August 3rd, 2026

Mississippi Department Of Information Technology Services

Organization overview and procurement intelligence available on paid plans.

This RFP seeks a vendor to provide AVAYA products and related managed services, including a comprehensive Call Center as a Service (CCaaS) solution. The engagement is structured into three categories: Category I covers the supply of Avaya products; Category II focuses on managed services for system support and operation; Category III pertains to providing and managing CCaaS functionalities.

A mandatory pre-bid meeting is scheduled for March 16, 2026, and prospective bidders must submit all questions regarding the RFP by March 31, 2026. Interested vendors should be prepared to deliver a complete suite of AVAYA hardware, software, and managed call center services tailored to the client’s requirements.

AVAYA Products and Call Center as a Service

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