SW-116609 - USA (California) - Contact Centre Replacement Services - Deadline August 7,2026

(1) Vendor needs to provide contact centre replacement services. Implement a strategy of migrating and modernizing the City’s contact centers to Connect solution.• Improve service delivery through Intelligent Virtual Agents IVAs enhanced Geographical Information Systems GIS for customer location, leverage AI for services such as real‑time speech to speech translation, transcription and lean into Agentic AI for automation for self–service such as Credit Card processing.• Enable omnichannel communication (voice, chat, SMS, email, social) and include call and transcription recordings of the entire customer engagement while also providing redaction services for PCI compliance.– Migrate easiest contact centers first that support call queueing only– Must replicate all existing call routing logic and administrative call flow scripts currently running in the on–premise environment, including menu structures, input handling, and conditional routing rules– Must replicate all of the city's current service routing destinations, equivalent to the 25 queues in the on–premise environment, with per–destination configuration of caller experience including menus, position–in–queue prompts, and music–on–hold– Callers waiting in a queue must hear position–in–queue announcements at configurable Intervals– The system must support multi–language call flows in a way that does not require maintaining separate duplicate flows per language– The system must provide real–time call transcription and post–call summarization, with both the transcript and summary delivered to the agent's workspace at or before the time of call handling.(2) All question must be submitted no later than July 22, 2026.