Cloud-Based Unified Telephone and Contact Centre Solution

Overview

IT Support, Hardware & Networking

Ottawa, Ontario, Canada; Toronto, Ontario, Canada; Hamilton, Ontario, Canada; Chatham, Ontario, Canada; Oakville, Ontario, Canada; Mississauga, Ontario, Canada; Nepean, Ontario, Canada; Timmins, Ontario, Canada; Thunder Bay, Ontario, Canada; Peterborough, Ontario, Canada; London, Ontario, Canada; Greater Sudbury, Ontario, Canada; Kenora, Ontario, Canada; Sioux Lookout, Ontario, Canada; Moosonee, Ontario, Canada; Oro Station, Ontario, CanadaPosted 13 days agoDeadline: June 1st, 2026

Fit Score

Settle Intelligence

Settle helps teams find, evaluate, and respond to public RFPs. We continuously surface new opportunities, score them against your company strengths, and draft proposal responses so you can focus on the work that wins business.

SUMMARY

Seeks a cloud-based, unified contact centre platform with active/active failover setup and advanced omnichannel capabilities for Ontario.

KEY REQUIREMENTS

Must be a single legal entity
Must have a vendor account with Ornge's electronic bidding system (Merx)
Must have 8-10 years of experience delivering and migrating Cisco telephony and contact centre technologies
Must have experience with Eventide NEXLOG Recording System version 2025.4
Must ensure all customer data, including call recordings, metadata, and analytics, are stored and processed exclusively within Canada
Must support 24x7x365 operations with no scheduled downtime and minimum 99.999% uptime
Must provide three references from Canadian healthcare, emergency services, or government organizations from the last three years
Must provide a copy of Workplace Safety & Insurance Board (WSIB) certificate
Must have headquarters or main office located outside the U.S. or have at least 250 full-time employees in Canada

BUDGET

Estimate

$500,000 – $2,000,000

CONTRACT DURATION

60 months

TIMELINE

Issue Date of RFP: April 24th, 2026

Deadline for Questions: May 11th, 2026

Deadline for Issuing Addenda: May 25th, 2026

Submission Deadline: June 1st, 2026

Anticipated Ranking of Proponents: July 2026

Anticipated Execution of Agreement: September 2026

QUESTION DEADLINE

May 11th, 2026

Issuing Agency

Ornge

Organization overview and procurement intelligence available on paid plans.

See Issuer Research

DESCRIPTION

The organization is seeking a vendor to provide a cloud-based unified telephone and contact center solution. The required platform must operate across geographically separated data centers (headquarters and disaster recovery), featuring an active/active configuration that ensures continuous service with automatic failover between sites within 30 seconds.

The ideal system will support leading-edge contact center technologies, including comprehensive call analytics and quality assurance workflows, advanced call scripting and routing, skill-based routing, position-in-queue prompts, queue callback or virtual queueing, call identification, priority queuing, database-driven routing and identification, AI features such as real-time transcription and post-call summaries, as well as self-service options and straightforward prompt management.

Additionally, the platform must provide omnichannel support covering voice, SMS, email, chat, and video, as well as real-time dashboards and overhead alerts. Seamless database integration is also required to enable data-driven routing and personalized customer interactions.

Source attribution

This Settle analysis is based on the issuing organization’s public RFP listing.