Contact Center as a Service (CCaaS) Solution

The Washington Suburban Sanitary Commission, MD (the "WSSC"), is soliciting sealed responses for Contact Center as a Service (CCaaS) Solution. Responses are to be submitted via WSSC's eProcurement Portal via https://procurement.opengov.com/portal/wsscwater PRIOR TO 2:00 pm on Friday, May 1, 2026. Late responses will not be accepted.

Project work includes Contact Center as a Service (CCaaS) and an Interactive Voice Response (IVR) solution

Background

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

Project Details

• Reference ID: 101587
• Department: Information Technology Department
• Department Head: Joseph Edwards (Chief Information Officer)

Important Dates

• Questions Due: 2026-04-14T18:00:00.000Z
• Pre-Proposal Meeting: 2026-04-13T18:00:00.000Z — https://teams.microsoft.com/meet/22728282059365?p=6Sbv7cIbtGrYNZ6qgy

Evaluation Criteria

• Demonstrations (35 pts) —

  The Offeror must provide a demo that covers, at a minimum, the core functional requirements labeled "Must have" in the attached requirement spreadsheet.

  A separate invitation to the demonstration, including the location and time, will be sent to offerors after proposals have been received.

• Firm's Experience (25 pts) —

  Offerors must have 10 years of experience implementing a CCaaS solution

• Technical Approach (25 pts) —

  The Offeror will be evaluated based on their ability to meet the functional and technical requirements outlined in the Requirements document.

• Price (15 pts) —

  Price proposal will be evaluated for best value

  1. Offeror shall provide a price in the PRICING PROPOSAL section and submit separately from the Technical Proposal. 
  2. The Pricing Page shall be completed in its entirety for the 3-year base term and two one-year options.

Submission Requirements

• MINIMUM QUALIFICATIONS —

  Each Offeror must meet the following minimum qualifications to be considered for the Award.

• Is the Offeror proposing a cloud-based contact center solution (CCaaS) from a provider that appears in Gartner's Magic Quadrant report for the Contact Center as a Service? (required)
• Please provide documentation confirming that your proposed CCaaS provider is listed in Gartner's Magic Quadrant for Contact Center as a Service. (required) —

  Please include written proof of the Gartner Magic Quadrant. Documentation must reflect the current or most recently published Gartner Magic Quadrant for Contact Center as a Service.

• Does the Offeror have at least 10 years of experience as a CCaaS provider or reseller? (required)
• If Yes, please include written documentation that clearly demonstrates having experience in the CCaaS industry for at least 10 years, calculated from the date of submission or proposal deadline backwards (i.e., references, project summaries, letters of engagement from clients over the 10-year period, etc.) (required)
• Does the Offeror, if operating as a reseller or service provider,hold a current, top-tier partnership designation with the underlying CCaaS platform vendor? (required)
• If yes, please include written proof of the vendor's certification for the proposed contact center solution, confirming its partnership status and tier level (gold, platinum, etc.) (required)
• Is the Offeror able to meet all the "must have" requirements set forth in the attached CCaaS requirements spreadsheet? (required)
• If yes, please complete CCaaS Requirements Spreadsheet per SOW Section 5.5 and attach it here (required) —

  Please download the below documents, complete, and upload.

• Appendix A: OSDI PARTICIPATION
• Does your firm meet the MBE Optimization of Diverse Business Development Program requirements? (required)
• Provide proof of approve MBE business certifications (required)
• Does your firm meet the SLBE Optimization of Diverse Business Development Program requirements? (required)
• Provide proof of approve SLBE business registrations (required)
• Does your firm meet the MBE/SLBE Optimization of Diverse Business Development Program requirements? (required)
• Provide proof of approve MBE business certifications and/or SLBE business registrations (required)
• Please download and complete the attached OSDI Forms if subcontracting (required) —

  Please download the below documents, complete, and upload.

• Appendix B: CERTIFICATE OF INSURANCE
• Please upload your up to date Certificate of Insurance here (required)
• Appendix C: SUBMISSION FORMS
• Technical Proposal (WITHOUT COST) (required) —

  Please upload your technical proposal here

• CONSENT TO USE OF ELECTRONIC SIGNATURE (required) —

  Please download the below documents, complete, and upload.

• CERTIFIED INSURANCE CONFIRMATION (required) —

  I certify that I will have on file within 10 days of Notice of Award, Certificates of Insurance acceptable to the Commission, meeting all requirements set forth in the Contract Document.

• CONTRACT CERTIFICATION AFFIDAVIT (required) —

  Please download the below documents, complete, and upload.

• CONSULTANT CONFLICT OF INTEREST AFFIDAVIT (required) —

  Please download the below documents, complete, and upload.

• IRAN INVESTMENT ACTIVITY CERTIFICATION (required) —

  Please download the below documents, complete, and upload.

• STATEMENT OF BIDDER’S QUALIFICATIONS FORM (required) —

  Please download the below documents, complete, and upload.

• STATEMENT OF OFFEROR’S QUALIFICATIONS FORM (required) —

  Please download the below documents, complete, and upload.

• PRICING
• Please upload your pricing here (required)
• REFERENCES —

  Please list 3 references below including the following information:

  1. Name and address of customer.
  2. The name, title, telephone number, and e-mail of customer contact.
  3. Description of the work performed, contract title, contract dates and price range (over or under $________)
• Reference 1 (required)
• Reference 2 (required)
• Reference 3 (required)
• Are you registered in WSSC Water's Supplier Portal? (required)
• Please provide your Supplier Portal identification number (ID): (required)
• Please confirm that you have registered prior to bid submittal (required) —

  Please register at: www.wsscwater.com/supplier.

• Prompt Payment Discount (required)
• Solicitation Purpose? (required)
• RFP purpose? (required)
• IFB Purpose (required)
• General Terms and Conditions? (required)
• How will you be collecting pricing? (required) —

  Select electronic pricing table if providing line items for the vendor to fill out

• Bonding Requirements? (required)
• Please select all relevant insurance types: (required)
• Will you be awarding a single or multiple vendors? (required)
• Will the Mid-Atlantic Purchasing Team Intergovernmental & Cooperative Purchasing Clause apply? (required) —

  Select yes to show the Mid-Atlantic Purchasing Team Intergovernmental & Cooperative Purchasing Clause in the attachments

• Identify OSDI's Participation Recommendation (required)
• MBE Bid Price Preference: (required)
• SLBE Bid Price Preference: (required)
• MBE/SLBE Goal (required)
• Select the Optimization of Diverse Business Development Program (required)