Submissions marked "COR6197 – Hosted Contact Centre Solution (Telephony)" will be received by the City of Regina, Procurement Branch, 2476 Victoria Avenue, P.O. Box 1790, Regina, Saskatchewan, S4P 3C8, no later than 2:00 p.m. Central Standard Time, on June 29, 2023.

This solicitation describes a requirement for a contact centre management system including, but not limited to,  the following services: interactive voice response (IVR) call recording and tracking, automatic call distribution (ACD), automated attendant to assist with call routing, work force management (WFM) with scheduling tool, and reporting from any location with a phone and internet connection. The system must have Computer Telephony Integration (CTI) functionality to integrate with Salesforce CRM (CRM).

The City prefers a Software-as-a-Service (SaaS) delivery method.

The City will consider all eligible responsive proposals and requests that each proposal demonstrate how it:

(i) complies with the City’s requirements;

(ii) shows the best value to the City; and

(iii) achieves the City’s existing goals;

Otherwise indicated, and subject to applicable exceptions and exclusions, this procurement is covered by:

Chapter 5 of the Canadian Free Trade Agreement
Chapter 19 of the Comprehensive Economic and Trade Agreement
Article 14 of the New West Partnership Trade Agreement

There will not be a public opening however the list of firm names who submitted a response will be posted to the Sasktenders website.