Contact Center-As-A-Service Solution and Implementation Services
Overview
Fit Score
Settle Intelligence
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SUMMARY
KEY REQUIREMENTS
BUDGET
EstimateCONTRACT DURATION
TIMELINE
Proposal package available: March 25th, 2026
Pre-Proposal meeting: April 2nd, 2026
Cutoff date for receipt of questions: April 9th, 2026
Date for final addendum: April 16th, 2026
Proposals due: April 30th, 2026
Notification to potential most responsive Proposer: June 26th, 2026
Anticipated Contract approval by the Authority Board: July 9th, 2026
Anticipated notice to proceed with Subscription: April 2027
Anticipated Contract Completion Date: April 2030
QUESTION DEADLINE
Issuing Agency
E-470 Public Highway Authority
Organization overview and procurement intelligence available on paid plans.
DESCRIPTION
The organization seeks a vendor to deliver and implement a comprehensive contact center-as-a-service (CCaaS) solution, aiming to enhance both customer and agent experiences by transitioning its current Cisco Unified Contact Center Express platform to a modern, feature-rich cloud solution. Key objectives include deploying full CCaaS capabilities, with initial emphasis on interactive voice response (IVR), case management, advanced reporting, and omnichannel communications incorporating artificial intelligence and innovative technologies.
The proposed solution must be compatible across Windows, Mac, iOS, and Android devices, providing responsive design for all screen sizes and resolutions, full SoftPhone support, and integration of WebRTC for real-time communications. Essential features also include 24x7 vendor support, Single Sign-On compatibility, location-specific 911 services, and integration options to migrate Traffic Management Center operations to the platform. The CCaaS system should deliver real-time agent productivity dashboards, detailed reporting functions, and support for a variety of omnichannel interactions such as phone, email, chat, virtual assistants, SMS, social media, web, and search engines. Additional requirements include robust call routing, analytics capture, auto-answer capabilities, and seamless integration with Microsoft Entra ID for secure user authentication.
A virtual pre-proposal meeting is scheduled for April 2, 2026, and all inquiries must be submitted by April 9, 2026.
Source attribution
This Settle analysis is based on the issuing organization’s public RFP listing.