SW-117984 - USA (Alaska) - Enterprise Communications and Contact Center Modernization Solution - Deadline September 15,2026

(1) Vendor needs to provide enterprise communications and contact center modernization solution. – Provide a complete turnkey solution including all licensing, implementation services, migration services, project management, testing, training, documentation, and post–production support necessary to transition agency enterprise communications environment into a cloud–based platform.• Discovery and Assessment– Cisco Unified Communications Manager – Contact Center environment – E911 services – Existing call routing and dial plans• Solution Design– Cloud communications architecture – Softphone and mobile app capability – Contact Center architecture with modern features and multi–channel capabilities – High availability and resiliency design – Disaster recovery plan including local survivability during cloud service outages. – Dial plan and call routing design – E911 design• Licensing Requirements– 2,500 Cloud Calling Licenses – 155 Contact Center Standard Agent Licenses – 25 Contact Center Premium Agent Licenses• Migration Services– User migration – Device migration – Voicemail migration including existing voicemail greetings, messages, configurations, and user settings, where supported by the proposed solution.• Contact Center Requirements– Voice – Email/Text/Chat – Callback capability – Interactive Voice Response (IVR) – Supervisor dashboards– Call recording – Queue management – Optimize existing call queues• Integration Requirements • Hardware Requirements• Testing and Validation• Knowledge Transfer• Project Management(2) A pre–bid meeting will be held on August 25, 2026.(3) All questions must be submitted no later than August 31, 2026.