Active SLED Opportunity · MARYLAND · MARYLAND
AI Summary
WSSC seeks a modern Contact Center as a Service (CCaaS) and IVR solution to replace its aging telephony system, supporting browser-based softphones, integration, and advanced call center features. Bids due May 1, 2026.
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. 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
SLED stands for State, Local, and Education. These are solicitations issued by state governments, counties, cities, school districts, utilities, and higher education institutions — as opposed to federal agencies.
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