Contact Center as a Service (CCaaS) Solution
| Location: |
Maryland |
| Posted: |
Apr 6, 2026 |
| Due: |
May 1, 2026 |
| Agency: |
State Government of Maryland |
| Type of Government: |
State & Local |
| Category: |
- D - Automatic Data Processing and Telecommunication Services
- R - Professional, Administrative and Management Support Services
- V - Transportation, Travel and Relocation Services
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| Solicitation No: |
BPM056334 |
| Publication URL: |
To access bid details, please log in. |
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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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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
Open link
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