Contact Center as a Service (CCaaS) Solution
| Agency: |
State Government of Maryland |
| State: |
Maryland |
| Type of Government: |
State & Local |
| NAICS Category: |
- 541512 - Computer Systems Design Services
- 541519 - Other Computer Related Services
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| Posted Date: |
Apr 6, 2026 |
| Due Date: |
May 1, 2026 |
| Solicitation No: |
BPM056334 |
| Original Source: |
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| Contact information: |
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| Bid Documents: |
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ID:
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BPM056334
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Title:
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Contact Center as a Service (CCaaS) Solution
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Status:
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Open
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Due / Close Date:
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5/1/2026
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Publish Date:
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4/6/2026 4:19:17 PM
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Main Category:
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Components for information technology or broadcasting or telecommunications
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Solicitation Type:
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Public Notice
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Issuing Agency:
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Washington Suburban Sanitary Commission
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Title
Contact Center as a Service (CCaaS) Solution
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Alternate ID
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Main Category
Components for information technology or broadcasting or telecommunications
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Issuing Agency
Washington Suburban Sanitary Commission
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Procurement Officer / Buyer
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Email
sejal.lakhawala@wsscwater.com
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Solicitation Summary
The Washington Suburban Sanitary Commission (WSSC) currently uses an aging on-premises telephony system and IVR. The contact center systems include Reporting (real-time, historical, and integrated), Recording, Quality Management, Desktop Analytics, E-Learning, and Workforce Management. A modern Contact Center as a Service (CCaaS) and Interactive Voice Response (IVR) solution is required to improve customer service performance, provide real-time operational insights, and support multiple departments with varying levels of call center sophistication. The new CCaaS platform must support browser-based softphone operations for all users, integrate with key enterprise systems, and standardize call handling across the organization
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Additional Instructions
In order to view solicitation documents your firm must register for WSSC supplier portal and OpenGov. Please see these links: https://www.wsscwater.com/supplier and
https://procurement.opengov.com/portal/wsscwater/projects/244657.
Furthermore, bids must be submitted on OpenGov prior to the due date. Questions and submittals must be submitted on OpenGov.
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Procurement Officer / Buyer
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Alternate Link
https://procurement.opengov.com/portal/wsscwater/projects/244657
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* Disclaimer: This website provides information about bids, requests for proposals (RFPs), or requests for qualifications (RFQs) for convenience only and does not serve as an official public notice. Individuals who wish to respond to or inquire about bids, RFPs, or RFQs should contact the relevant government department directly.
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