State of Missouri Office of Administration, Division of Purchasing

Request for Proposal (RFP) for Genesys Cloud Contact Center Licenses, Maintenance, AppFoundry, AI Tokens and Professional Services

PROPOSAL DUE NO LATER THAN: TUESDAY AUGUST 11, 2026 AT 2:00 PM CENTRAL TIME

Proposal response must be submitted electronically through MissouriBUYS, powered by MOVERS, at https://missouribuys.mo.gov.

E-mailed, mailed, courier, or hand-delivered proposal responses will not be accepted.

RFP CONTACT INFORMATION:

BUYER: Madison Lunte

PHONE NO.: (573) 751-8058

EMAIL: Madison.Lunte@oa.mo.gov See “RFP Questions” in Section 1 for appropriate communications during the procurement process.

DELIVER SUPPLIES/SERVICES FREE ON BOARD (FOB) DESTINATION TO THE FOLLOWING ADDRESS:

Office of Administration, Information Technology Services Division Various State Agencies

ATTENTION:

1. After reviewing the Request for Proposal (RFP), the vendor must complete and return Exhibit A, Proposal Signature Page and all other necessary exhibits.

2. Due to lead times for obtaining the information needed to complete the various Business Compliance Exhibits herein as explained in the RFP’s Vendor Response Exhibits, vendors are encouraged to IMMEDIATELY begin securing these verifications.

3. The vendor must be registered in MissouriBUYS, powered by MOVERS in a “Prospective” or “Spend Authorized” registration status to submit a proposal. The vendor must achieve “Approved” registration status in MissouriBUYS (WebProcure/Proactis) and “Spend Authorized” registration status in MissouriBUYS, powered by MOVERS to be considered for a contract award. Reference Section 5.

AMENDMENT #03 to STATE 0000000456SL

TITLE: Genesys Cloud Contact Center Licenses, Maintenance, AppFoundry, AI Tokens and Professional Services

CONTRACT PERIOD: Effective Date of Contract Through Three (3) Years

PLEASE BE ADVISED OF THE FOLLOWING CHANGES AND CLARIFICATIONS:

1. The Proposal Due Date is REVISED. The Proposal Due Date changed from 08/06/2026 at 2:00 pm Central Time to 08/11/2026 at 2:00 pm Central Time.

2. Paragraph 1.2.2 is ADDED

3. Exhibit C, Pricing Page Table C.1 – Software License, AI Tokens, and AppFoundry Pricing is REVISED

The changes are indicated in bold and italics, unless the change is a deletion of words.

Vendors may review the revision(s) to the MissouriBUYS, powered by MOVERS electronic solicitation and the amendment document(s) at https://MissouriBUYS.mo.gov. You may be required to acknowledge the electronic amendment.

ATTENTION: IF YOU HAVE ALREADY SUBMITTED A RESPONSE TO THE SOLICITATION, ACCEPTANCE OF THE AMENDMENT AND RESUBMISSION YOUR SOLICITATION RESPONSE IS NECESSARY TO ENSURE THE STATE OF MISSOURI SUCCESSFULLY RECEIVES YOUR SOLICITATION RESPONSE.

Follow the instructions in the Reference Guide for How to Submit Response Online (https://missouribuys.mo.gov/media/pdf/movers-bid-response-instructions ) and outlined below if previously responded to the solicitation prior to the amendment issuance.

1) Log into MissouriBUYS, powered by MOVERS (https://missouribuys.mo.gov/).

2) Under Tasks click View Negotiations below Solicitations.

3) The Active Solicitations page will appear. Utilize the search filters and click on the Solicitation Number to open.

4) The Overview page will display. Click Create Response.

5) A Warning pop-up box will open. The supplier must click Yes to continue to view and acknowledge amendments.

6) The supplier should highlight the Amendment(s) and view the changes made via the amendment(s). Once the review is complete, select the Acknowledgement checkbox for each amendment and click Submit at the top right-hand corner of the page. NOTE: A Warning pop-up box will open if all amendments have not been acknowledged. Click Yes to continue.

7) A Confirmation pop-up box will open confirming amendments have been acknowledged. It will also warn that resubmission of the previously submitted response is necessary prior to response to the amendment. Click OK.

8) Supplier will need to click Create Response again and respond to the amended solicitation. NOTE: The Create Response step includes attaching the supplier’s response again.

Request for Proposal (RFP) for Genesys Cloud Contact Center Licenses, Maintenance, AppFoundry, AI Tokens and Professional Services

PROPOSAL DUE NO LATER THAN: AUGUST 6, 2026 AT 2:00 PM CENTRAL TIME

Proposal response must be submitted electronically through MissouriBUYS, powered by MOVERS, at https://missouribuys.mo.gov.

E-mailed, mailed, courier, or hand-delivered proposal responses will not be accepted.

RFP CONTACT INFORMATION:

BUYER: Madison Lunte

PHONE NO.: (573) 751-8058

EMAIL: Madison.Lunte@oa.mo.gov See “RFP Questions” in Section 1 for appropriate communications during the procurement process.

DELIVER SUPPLIES/SERVICES FREE ON BOARD (FOB) DESTINATION TO THE FOLLOWING ADDRESS:

Office of Administration, Information Technology Services Division Various State Agencies

ATTENTION:

1. After reviewing the Request for Proposal (RFP), the vendor must complete and return Exhibit A, Proposal Signature Page and all other necessary exhibits.

2. Due to lead times for obtaining the information needed to complete the various Business Compliance Exhibits herein as explained in the RFP’s Vendor Response Exhibits, vendors are encouraged to IMMEDIATELY begin securing these verifications.

3. The vendor must be registered in MissouriBUYS, powered by MOVERS in a “Prospective” or “Spend Authorized” registration status to submit a proposal. The vendor must achieve “Approved” registration status in MissouriBUYS (WebProcure/Proactis) and “Spend Authorized” registration status in MissouriBUYS, powered by MOVERS to be considered for a contract award. Reference Section 5.

AMENDMENT #02 to STATE 0000000456SL

TITLE: Genesys Cloud Contact Center Licenses, Maintenance, AppFoundry, AI Tokens and Professional Services

CONTRACT PERIOD: Effective Date of Contract Through Three (3) Years

1. The Proposal Due Date is REVISED. The Proposal Due Date changed from 07/30/2026 at 2:00 pm Central Time to 08/06/2026 at 2:00 pm Central Time.

ATTENTION: IF YOU HAVE ALREADY SUBMITTED A RESPONSE TO THE SOLICITATION, ACCEPTANCE OF THE AMENDMENT AND RESUBMISSION YOUR SOLICITATION RESPONSE IS NECESSARY TO ENSURE THE STATE OF MISSOURI SUCCESSFULLY RECEIVES YOUR SOLICITATION RESPONSE.

Follow the instructions in the Reference Guide for How to Submit Response Online (https://missouribuys.mo.gov/media/pdf/movers-bid-response-instructions ) and outlined below if previously responded to the solicitation prior to the amendment issuance.

1) Log into MissouriBUYS, powered by MOVERS (https://missouribuys.mo.gov/).

2) Under Tasks click View Negotiations below Solicitations.

3) The Active Solicitations page will appear. Utilize the search filters and click on the Solicitation Number to open.

4) The Overview page will display. Click Create Response.

5) A Warning pop-up box will open. The supplier must click Yes to continue to view and acknowledge amendments.

6) The supplier should highlight the Amendment(s) and view the changes made via the amendment(s). Once the review is complete, select the Acknowledgement checkbox for each amendment and click Submit at the top right-hand corner of the page. NOTE: A Warning pop-up box will open if all amendments have not been acknowledged. Click Yes to continue.

7) A Confirmation pop-up box will open confirming amendments have been acknowledged. It will also warn that resubmission of the previously submitted response is necessary prior to response to the amendment. Click OK.

8) Supplier will need to click Create Response again and respond to the amended solicitation. NOTE: The Create Response step includes attaching the supplier’s response again.

Request for Proposal (RFP) for Genesys Cloud Contact Center Licenses, Maintenance, AppFoundry, AI Tokens and Professional Services

PROPOSAL DUE NO LATER THAN: JULY 30, 2026 AT 2:00 PM CENTRAL TIME

Proposal response must be submitted electronically through MissouriBUYS, powered by MOVERS, at https://missouribuys.mo.gov.

E-mailed, mailed, courier, or hand-delivered proposal responses will not be accepted.

RFP CONTACT INFORMATION:

BUYER: Madison Lunte

PHONE NO.: (573) 751-8058

EMAIL: Madison.Lunte@oa.mo.gov See “RFP Questions” in Section 1 for appropriate communications during the procurement process.

DELIVER SUPPLIES/SERVICES FREE ON BOARD (FOB) DESTINATION TO THE FOLLOWING ADDRESS:

Office of Administration, Information Technology Services Division Various State Agencies

ATTENTION:

1. After reviewing the Request for Proposal (RFP), the vendor must complete and return Exhibit A, Proposal Signature Page and all other necessary exhibits.

2. Due to lead times for obtaining the information needed to complete the various Business Compliance Exhibits herein as explained in the RFP’s Vendor Response Exhibits, vendors are encouraged to IMMEDIATELY begin securing these verifications.

3. The vendor must be registered in MissouriBUYS, powered by MOVERS in a “Prospective” or “Spend Authorized” registration status to submit a proposal. The vendor must achieve “Approved” registration status in MissouriBUYS (WebProcure/Proactis) and “Spend Authorized” registration status in MissouriBUYS, powered by MOVERS to be considered for a contract award. Reference Section 5.

AMENDMENT #01 to STATE 0000000456SL

TITLE: Genesys Cloud Contact Center Licenses, Maintenance, AppFoundry, AI Tokens and Professional Services

CONTRACT PERIOD: Effective Date of Contract Through Three (3) Years

1. The Proposal Due Date is REVISED. The Proposal Due Date changed from 07/23/2026 at 2:00 pm Central Time to 07/30/2026 at 2:00 pm Central Time.

Vendors may review the revision(s) to the MissouriBUYS, powered by MOVERS electronic solicitation and the amendment document(s) at https://MissouriBUYS.mo.gov. You may be required to acknowledge the electronic amendment.

ATTENTION: IF YOU HAVE ALREADY SUBMITTED A RESPONSE TO THE SOLICITATION, ACCEPTANCE OF THE AMENDMENT AND RESUBMISSION YOUR SOLICITATION RESPONSE IS NECESSARY TO ENSURE THE STATE OF MISSOURI SUCCESSFULLY RECEIVES YOUR SOLICITATION RESPONSE.

Follow the instructions in the Reference Guide for How to Submit Response Online (https://missouribuys.mo.gov/media/pdf/movers-bid-response-instructions ) and outlined below if previously responded to the solicitation prior to the amendment issuance.

1) Log into MissouriBUYS, powered by MOVERS (https://missouribuys.mo.gov/).

2) Under Tasks click View Negotiations below Solicitations.

3) The Active Solicitations page will appear. Utilize the search filters and click on the Solicitation Number to open.

4) The Overview page will display. Click Create Response.

5) A Warning pop-up box will open. The supplier must click Yes to continue to view and acknowledge amendments.

6) The supplier should highlight the Amendment(s) and view the changes made via the amendment(s). Once the review is complete, select the Acknowledgement checkbox for each amendment and click Submit at the top right-hand corner of the page. NOTE: A Warning pop-up box will open if all amendments have not been acknowledged. Click Yes to continue.

7) A Confirmation pop-up box will open confirming amendments have been acknowledged. It will also warn that resubmission of the previously submitted response is necessary prior to response to the amendment. Click OK.

8) Supplier will need to click Create Response again and respond to the amended solicitation. NOTE: The Create Response step includes attaching the supplier’s response again.

Request for Proposal (RFP) for Genesys Cloud Contact Center Licenses, Maintenance, AppFoundry, AI Tokens and Professional Services

PROPOSAL DUE NO LATER THAN: July 23, 2026

AT 2:00 PM CENTRAL TIME

Proposal response must be submitted electronically through MissouriBUYS, powered by MOVERS, at https://missouribuys.mo.gov.

E-mailed, mailed, courier, or hand-delivered proposal responses will not be accepted.

RFP CONTACT INFORMATION:

BUYER: Madison Lunte

PHONE NO.: (573) 751-8058

EMAIL: Madison.Lunte@oa.mo.gov See “RFP Questions” in Section 1 for appropriate communications during the procurement process.

DELIVER SUPPLIES/SERVICES FREE ON BOARD (FOB) DESTINATION TO THE FOLLOWING ADDRESS:

Office of Administration, Information Technology Services Division Various State Agencies

ATTENTION:

1. After reviewing the Request for Proposal (RFP), the vendor must complete and return Exhibit A, Proposal Signature Page and all other necessary exhibits.

2. Due to lead times for obtaining the information needed to complete the various Business Compliance Exhibits herein as explained in the RFP’s Vendor Response Exhibits, vendors are encouraged to IMMEDIATELY begin securing these verifications.

3. The vendor must be registered in MissouriBUYS, powered by MOVERS in a “Prospective” or “Spend Authorized” registration status to submit a proposal. The vendor must achieve “Approved” registration status in MissouriBUYS (WebProcure/Proactis) and “Spend Authorized” registration status in MissouriBUYS, powered by MOVERS to be considered for a contract award. Reference Section 5.

RFP Organization:

RFP Vendor Response Exhibits (Return these exhibits with the proposal)

BUSINESS COMPLIANCE EXHIBITS

RFP Attachments

Attachments (Separate Documents ) (Do not return these documents with response)

Separate Documents: The vendor is advised that the separate documents to this document referenced above provide additional requirements, information, and/or instruction. The separate documents must be downloaded from the Division of Purchasing’s MissouriBUYS, powered by MOVERS, website at: https://missouribuys.mo.gov/. The separate documents are downloadable from the same web page where the solicitation document is downloadable. It shall be the sole responsibility of the vendor to obtain each of the separate documents. The vendor shall not be relieved of any responsibility for performance under the subsequent contract due to the failure of the vendor to obtain a copy of the separate documents.

INTRODUCTION AND BACKGROUND INFORMATION SECTION

Introduction:

Purpose: This document constitutes a request for competitive, sealed proposals for the provision of Genesys Cloud Contact Center Licenses, Maintenance, AppFoundry, AI Tokens, and Professional Services as set forth herein for the various state agencies located throughout the State of Missouri (hereinafter referred to as “state agency”).

Minimum Experience Qualifications: There are minimum experience qualifications in the RFP (See Section 2.2, Minimum Experience Requirements in Section 2: Scope of Work).

Titles: Titles of paragraphs used herein are for the purpose of facilitating reference only and shall not be construed to infer a contractual construction of language.

Background and Historical Usage Information:

The first Genesys on-premises contact center for Department of Revenue (DOR) TAX was implemented in 2020. In 2021, the first state agency transitioned to the Genesys Cloud contact center platform, and since then all State of Missouri contact centers have migrated to the Genesys Cloud environment— thirty-four (34) in total. For reference, the state’s consolidated agencies have purchased licenses over the past five (5) fiscal years that amount to the approximate spend amounts:

PARAGRAPH ADDED PER RFP AMENDMENT 03

The state currently has twenty-eight (28) call centers in place using the Genesys system. This contract allows for the continued use of the system for the existing call centers. Additionally, the contract will allow the state to implement new small call centers as they are necessary to ensure consistency in technology throughout the state for ITSD to support. Due to budgetary constraints, the state is not in a position to change technology at this time, but the state will continue to research the marketspace to understand its options for consideration in the future.

Current Contract Information:

The services being obtained via this RFP are currently being purchased utilizing a cooperative contract. A copy of the contract can be viewed and printed from the Division of Purchasing Awarded Bid & Contract Document Search System located on the Internet at: https://purch.oa.mo.gov/bidding-contracts/awarded-bid-contract-document-search. In addition, all proposal and evaluation documentation leading to the award of that contract may also be viewed and printed from the Division of Purchasing’s Awarded Bid & Contract Document Search System. Please reference the contract number CT170457009 when searching for these documents.

RFP Questions:

Buyer is Single Point of Contact for Solicitation: Vendors and their agents (including subcontractors, employees, consultants, or anyone else acting on their behalf) must direct all of their questions or comments regarding the RFP, the evaluation, etc., to the buyer indicated on the first page of this RFP. It is preferred that questions be emailed to the buyer.

Except as noted herein, vendors and their agents are instructed not to contact any other state employee regarding any of these matters during the solicitation and evaluation process. Inappropriate contacts are grounds for suspension and/or exclusion from specific procurements. Vendors can be sanctioned for unauthorized contact with any evaluator under 1 Code of State Regulation (CSR) 40-1.060(8)(G) and (H) available at http://www.sos.mo.gov/adrules/csr/csr.asp.

Vendor is Responsible for Asking Questions About the RFP: It is the vendor’s responsibility to ask questions, request changes or clarifications, or otherwise advise the Division of Purchasing if the vendor believes that any language, specifications, or requirements are: (1) ambiguous, (2) contradictory or arbitrary, (3) violate any state or federal law or regulation, (4) restrict or limit the requirements to a single source, or (5) restrict or limit the vendor’s ability to submit a proposal.

Vendor Question Deadline: Every attempt shall be made to ensure that the vendor receives an adequate and prompt response. However, in order to maintain a fair and equitable procurement process, all vendors will be advised, via the issuance of an amendment to the RFP, of any relevant or pertinent information related to the procurement. All questions and issues should be submitted no later than ten (10) calendar days prior to the proposal end date and time of the proposals. If not received prior to ten (10) calendar days before the proposal end date and time, the Division of Purchasing may not be able to fully research and consider the respective questions or issues.

State’s Response to Vendor Questions: Upon the Division of Purchasing’s consideration of questions and issues, if the Division of Purchasing determines that changes are necessary, the resulting changes will be included in a subsequently issued RFP amendment(s); absence of such response indicates that the questions and issues were considered but deemed unnecessary for an RFP amendment. All vendors will be advised of any change to the RFP’s language, specifications, or requirements by a formal amendment to the RFP. There will be no posted written records of the questions/communications (i.e., formal question/answer document).

RFP is State’s Only Official Position: The only official position of the State of Missouri shall be that which is contained in the RFP and any amendments thereto.

Amendments:

If the Division of Purchasing determines that changes to the RFP are necessary, the resulting changes will be included in a subsequently issued RFP amendment(s) prior to the proposal end date and time.

Glossary of Terms and Acronyms:

Whenever the following terms and acronyms appear in the RFP document or any amendment thereto, the definitions or meanings described below shall apply.

General Glossary, Acronyms, and Abbreviations:

AI Tokens refers to Genesys Cloud AI Experience tokens, which are a flexible, consumption-based pricing model used to pay for Genesys AI features—such as Agent Copilot, bots, and predictive routing—on a pay-as-you-go basis.

Agency and/or State Agency means the statutory unit of state government in the State of Missouri for which the equipment, supplies, and/or services are being purchased by the Division of Purchasing (Purchasing). The agency is also responsible for payment, unless otherwise specified herein.

Amendment means a written, official modification to a solicitation or contract.

Attachment applies to all documents which are included with an RFP to incorporate any informational data or requirements related to the performance requirements and/or specifications.

Buyer means the procurement staff member of Purchasing.

Code of State Regulation (CSR) contains the current administrative rules of executive agencies of Missouri government. The regulations are arranged by agency rather than by subject.

Contract means a legal and binding agreement between two or more competent parties, for a consideration for the procurement of equipment, supplies, and/or services.

Contractor means a supplier, offeror, person, or organization who is a successful vendor as a result of an RFP and who enters into a contract.

Exhibit applies to forms which are included with an RFP for the vendor to complete and submit with their proposal prior to the specified end date and time.

May means that a certain feature, component, or action is permissible, but not required.

Must means that a certain feature, component, or action is a mandatory condition.

Party refers to either the State of Missouri or the contractor as an entity that may enter into a contract pursuant to the terms herein.

Pricing Page(s) applies to the form(s) on which the vendor must state the price(s) applicable for the equipment, supplies, and/or services required in the RFP. The pricing pages must be completed and submitted by the vendor with the proposal prior to the specified proposal end date and time.

Proposal End Date and Time and similar expressions mean the exact deadline required by the RFP for the receipt of sealed proposals.

Purchase Order means the authorized document issued by the state agency to the contractor indicating descriptions, quantities, and agreed prices for products and/or services.

Reasonable, Necessary or Proper as used herein shall be interpreted solely by the State of Missouri.

Request for Proposal (RFP) means the solicitation document issued by Purchasing to potential vendors for the purchase of equipment, supplies, and/or services as described in the document. The definition includes the following sections: Introduction and Background Information; Scope of Work; Terms and Conditions (“terms and conditions” and “Terms and Conditions” are used interchangeably throughout the RFP); General Contractual Requirements; and Vendor Submission, Evaluation, and Award Information; and the RFP Vendor Response Exhibits, Attachments, and Amendments of the RFP.

RSMo (Revised Statutes of Missouri) refers to the body of laws enacted by the Legislature which govern the operations of all agencies of the State of Missouri. Chapter 34 of the statutes is the primary chapter governing the operations of Purchasing.

Shall has the same meaning as the word must.

Should means that a certain feature, component and/or action is desirable but not mandatory.

State collectively referring to the state government and/or the agencies thereof.

Supplier has the same meaning as the word, vendor.

Vendor means the supplier, offeror, person, or organization that responds to an RFP by submitting a proposal with prices to provide the equipment, supplies, and/or services as required in the RFP document.

0. Technical Glossary:

0. Contractor’s Documentation means the documents submitted with the vendor’s response that contain requirements and/or terms and conditions from the software manufacturer/cloud services provider. Examples of contractor’s documentation may include, but not limited to, hosting services agreements, service level agreements, license agreements, usage agreements, and cloud service providers’ cloud services end user terms.

0. License the granting of the right to access the system.

0. Platform-as-a-Service (PaaS) means the technical delivery model for the solution whereby software and hardware are centrally hosted and managed in a dedicated, single tenant off-premise infrastructure. The software should be licensed via a subscription. For this RFP, the PaaS model also includes comprehensive managed application services for all system and business applications and tools.

0. Statement of Work (SOW) means the process by which the state requests discretionary application support services, including services necessary to accommodate revisions to the contract. Upon request by the state, such additional services shall utilize the SOW process as a means to (1) identify the specific tasks to be performed and (2) mutually agree upon the total price to be paid to the contractor upon completion of the specified tasks. The SOW process occurs in a controlled sequence of proposals and approvals by the state’s authorized representative.

0. Software-as-a-Service (SaaS) means the technical delivery model for the solution whereby software is provided as a service via a subscription model and centrally hosted and managed in a cloud infrastructure. References to “License” for SaaS software references the software subscription service.

0. Solution means the primary software solution, any third-party software, tools and utilities, and the supporting infrastructure in a SaaS environment that collectively represents the offering proposed to meet the state’s requirements as specified in this RFP.

0. System has the same meaning as “solution”.

State Agency Acronyms: For purposes of the contract, a state agency shall be defined as a division, section, bureau, office, program, board, regional/district office, etc., that exists within a department of Missouri State Government. For the purposes of this document, this shall also include the Judicial and Legislative branches of the State of Missouri.

AG Missouri Attorney General DCI Missouri Department of Commerce and Insurance DED Missouri Department of Economic Development DESE Missouri Department of Elementary and Secondary Education DHEWD Missouri Department of Higher Education and Workforce Development DHSS Missouri Department of Health and Senior Services DMH Missouri Department of Mental Health DNR Missouri Department of Natural Resources DOC Missouri Department of Corrections DOLIR Missouri Department of Labor and Industrial Relations DOR Missouri Department of Revenue DPS Missouri Department of Public Safety DSS Missouri Department of Social Services ITSD Missouri OA Information Technology Services Division MDA Missouri Department of Agriculture MDC Missouri Department of Conservation MoDOT Missouri Department of Transportation MONG Missouri National Guard MSHP Missouri State Highway Patrol MSPD Missouri State Public Defender OA Missouri Office of Administration PSC Public Service Commission SAO Missouri State Auditor’s Office SOS Missouri Secretary of State STO Missouri State Treasurer’s Office

Accuracy of Background Information:

Although an attempt has been made to provide accurate and up-to-date information, the State of Missouri does not warrant or represent that the background information provided herein reflects all relationships or existing conditions related to this RFP.

****END OF INTRODUCTION AND BACKGROUND INFORMATION SECTION****

SCOPE OF WORK SECTION

General Requirements:

The contractor shall provide Genesys Cloud Contact Center Licenses, Maintenance, AppFoundry, AI Tokens, and Professional Services for the Office of Administration, Information Technology Services Division (OA-ITSD) and various agencies throughout the State of Missouri (hereinafter referred to as “state agency”) in accordance with the provisions and requirements stated herein and to the sole satisfaction of the state agency.

The resulting contract will be considered a mandatory use contract for all state agencies identified below for the mandatory products and services identified elsewhere herein.

The following state agencies are considered collectively referred to as “Office of Administration Information Technology (OA-ITSD) consolidated state agencies” herein. Additional information may be obtained through the Information Technology Services Division’s (ITSD).

Administration (OA) Agriculture (MDA) Commerce and Insurance (DCI) except Public Service Commission (PSC) Corrections (DOC) Economic Development (DED) Elementary & Secondary Education (DESE) Health & Senior Services (DHSS) Higher Education and Workforce Development (DHEWD) Labor & Industrial Relations (DOLIR) Mental Health (DMH) Missouri National Guard Natural Resources (DNR) Public Safety (DPS) except Missouri State Highway Patrol (MSHP, Gaming Commission Revenue (DOR) – except Lottery Commission Social Services (DSS)

Note: The Governor’s Office and the Lt. Governor’s Office are elected officials supported directly by ITSD.

The following state agencies and divisions are not included as part of the OA-ITSD consolidated state agencies above and are collectively referred to as “non-consolidated agencies” herein. The resulting contract will be a non-mandatory contract for the legislative and judicial branches of state government.

Conservation (MDC) Transportation (MoDOT) Public Service Commission (PSC) Missouri State Highway Patrol (MSHP) Secretary of State State Auditor’s Office State Treasurer’s Office Office of the Attorney General

Contractor’s Obligation: Unless otherwise specified herein, the contractor shall furnish all material, labor, facilities, equipment, and supplies necessary to provide the products and perform the services required herein.

Minimum Experience Requirements:

The contractor must meet or exceed the following minimum experience requirements at the time of proposal submission and for the duration of the contract:

The prime contractor must have five (5) years of experience selling Genesys Cloud products and services with the public sector.

The prime contractor must be Genesys or a registered Genesys Ascend partner or reseller.

The prime contractor must have five (5) years of experience in Genesys pre-sales, call center design and engineering, support, maintenance, electronic invoices, account management, and professional services.

Personnel Qualifications:

The contractor shall include the following personnel to administer and perform the contract requirements:

Executive Account Manager: The contractor’s executive account manager must have five (5) years of experience in a senior role working with Genesys cloud products and services.

Project Manager: The contractor’s project manager must have five (5) years of experience in a project manager role working with Genesys cloud products and services.

Solution Architect/Engineer: The contractor’s solution architect/engineer must have five (5) years of experience in solution architecture working with Genesys cloud products and services.

0.0.1 Background Checks: Prior to providing services under the contract, the contractor must ensure personnel (including any third-party personnel) pass standard background checks equal to those required by the State of Missouri for employees, and if required by the state to address an audit, the contractor must attest whether all applicable employees passed background checks performed in accordance with the contractor’s standard background check process. The contractor shall be responsible for all costs associated with background checks. The state agency reserves the right to require the contractor to provide evidence of employees and all sub-contractors and their employees passing a background check. Link to MSHP Criminal Record Check website: http://www.mshp.dps.missouri.gov/MSHPWeb/PatrolDivisions/CRID/crimRecChk.html. The standard background check shall be a nationwide fingerprint check through Missouri State Highway Patrol completed at a frequency determined by the state.

The contractor shall understand and agree that the state agency reserves the right to request any of the contractor’s personnel assigned to provide the services be removed without just cause. The contractor shall understand and agree that the state agency will allow the contractor a reasonable time to find a replacement. The state agency shall approve all replacement personnel. The state agency reserves the right to require background checks and non-disclosure agreements (NDA) of selected contractor personnel, at the contractor’s expense.

Contact Person: The contractor shall designate a contact person who shall serve as the contractor’s contact and shall be the liaison between the contractor and the state agency by no later than five (5) business days after authorization to proceed.

The contractor shall assign an account management team to the State of Missouri to ensure adequate oversight and ample support in assisting the state agency's needs.

The contractor’s account management team must include an Account Management Senior Executive, a contact center customer success manager, an architect and/or solution engineer to provide conceptual design, call center best practices and professional services to optimize customer experience and a billing specialist.

The contractor’s account management team must be knowledgeable about the Genesys Cloud product lines and professional services

The contractor’s account management team must provide pre-sales (including demonstrations) and technical expertise.

The account management team must be able to assist state agencies in obtaining product information, availability, pricing, and answering general questions about product compatibility, usability, etc.

The account management team should have enough staff to provide services to cover the entire state’s needs herein.

Team Accessibility: The account management team must be accessible by both telephone and email between the hours of 8 a.m. and 5 p.m. Central Time, Monday through Friday, excluding state holidays.

Contact Information: The contractor must provide contact information for all members of the account management team to the Division of Purchasing. The contact information should be electronically posted, and members of the account management team designated to specific state agency should be identified as applicable.

License Requirements:

Upon request of the state agency, the contractor must provide demonstrations of the features of the various Genesys licenses and products.

The contractor shall provide the ability to purchase the full line of Genesys licenses and products located at https://www.genesys.com/pricing

The contractor must provide the following current license types:

Genesys Cloud CX 1 License Named License - Licenses at a minimum shall include:

Voice channel Call routing Speech-enabled IVR Outbound campaigns Analytics and reporting Unified communications Voice and digital interaction recording plus screen recording Virtual agents Native voicebot Predictive routing Agent Copilot Speech and text analytics Supervisor Copilot Virtual Supervisor

Genesys Cloud CX 1 License Concurrent License – Licenses at a minimum shall include:

Voice channel Call routing Speech-enabled IVR Outbound campaigns Analytics and reporting Unified communications Voice and digital interaction recording plus screen recording Virtual agents Native voicebot Predictive routing Agent Copilot Speech and text analytics Supervisor Copilot Virtual Supervisor

Genesys Cloud CX 2 License Named License – Licenses at a minimum shall include:

Digital channels Voice channel Omnichannel routing Speech-enabled IVR Outbound campaigns Analytics and reporting Unified communications Quality assurance and compliance Knowledge Agent Copilot Virtual agents Native bots Predictive engagement Predictive routing Social listening and engagement Speech and text analytics Supervisor Copilot Virtual Supervisor

Genesys Cloud CX 2 License Concurrent License – Licenses at a minimum shall include:

Digital channels Voice channel Omnichannel routing Speech-enabled IVR Outbound campaigns Analytics and reporting Unified communications Quality assurance and compliance Knowledge Agent Copilot Virtual agents Native bots Predictive engagement Predictive routing Social listening and engagement Speech and text analytics Supervisor Copilot Virtual Supervisor

Genesys Cloud CX 3 License Named License – Licenses at a minimum shall include:

Digital channels Voice channel Omnichannel routing Speech-enabled IVR Outbound campaigns Analytics and reporting Unified communications Employee performance Workforce management Quality assurance and compliance Knowledge Forecasting and scheduling Speech and text analytics Virtual agents Native bots Predictive engagement Predictive routing Agent Copilot Social listening and engagement Supervisor Copilot Virtual Supervisor

Genesys Cloud CX 3 License Concurrent License – Licenses at a minimum shall include:

Digital channels Voice channel Omnichannel routing Speech-enabled IVR Outbound campaigns Analytics and reporting Unified communications Employee performance Workforce management Quality assurance and compliance Knowledge Forecasting and scheduling Speech and text analytics Virtual agents Native bots Predictive engagement Predictive routing Agent Copilot Social listening and engagement Supervisor Copilot Virtual Supervisor

Genesys Cloud CX 4 License Named License – Licenses at a minimum shall include:

Agent Copilot Journey management 30 AI Experience tokens per named agent Digital channels Voice channel Omnichannel routing Speech-enabled IVR Outbound campaigns Analytics and reporting Unified communications Employee performance Resource management Quality assurance and compliance Knowledge Forecasting and scheduling Speech and text analytics Virtual agents Native bots Predictive engagement Predictive routing Social listening and engagement Supervisor Copilot Virtual Supervisor

Genesys Cloud CX 4 License Concurrent License – Licenses at a minimum shall include:

Agent Copilot Journey management 39 AI Experience tokens per concurrent agent Digital channels Voice channel Omnichannel routing Speech-enabled IVR Outbound campaigns Analytics and reporting Unified communications Employee performance Resource management Quality assurance and compliance Knowledge Forecasting and scheduling Speech and text analytics Virtual agents Native bots Predictive engagement Predictive routing Social listening and engagement Supervisor Copilot Virtual Supervisor

Professional Services Requirements:

The contractor must provide Genesys Professional Services for additional configuration, new contact centers, or other services utilizing the Statement of Work (SOW) process identified in section 2.12 of the RFP as requested by the state agency on an as needed, if needed basis.

Additionally, the contractor must provide implementation of AppFoundry products or services utilizing the Statement of Work (SOW) process identified in section 2.12 of the RFP as requested by the state agency on an as needed, if needed basis.

The contractor must understand and agree that additional technical, cybersecurity, or other requirements may be added to the contract as a result of approved Statements of Work.

AI Token Requirements:

The contractor must provide Genesys AI Tokens as requested by the state agency.

Upon request of the state agency, the contractor must provide a demonstration of the features available with AI Token.

AppFoundry Requirements:

The contractor must provide access and the ability to purchase the AppFoundry products identified at the following link: https://appfoundry.genesys.com/filter/genesyscloud.

Upon request of the state agency, the contractor must provide demonstrations of the AppFoundry products.

Maintenance Requirements:

The contractor must provide the manufacturer’s maintenance for software, new products, and product renewals.

The contractor’s provided software maintenance must include software fixes, patches, upgrades, and new releases as available in the manufacturer’s software maintenance offerings for new products and product renewals.

The contractor’s maintenance must be included in the license cost outlined on Exhibit C, Pricing Pages.

Technical Requirements:

Cyber Security Requirements:

All Information Technology systems and/or services provided to the State of Missouri by the contractor must comply with the cyber security requirements identified below. The cyber security requirements shall apply regardless of whether the solution is managed by the State of Missouri or is contractor managed or supplied.

Policies and Procedures:

All Information Technology systems and/or services provided to the State of Missouri must comply with National Institute of Standards and Technology (NIST) 800-53 or International Organization for Standardization (ISO) 27001 standards. The solution shall provide capabilities that support the state's ability to remain in compliance with applicable federal laws and regulations related to the security and hosting services for the term of the contract.

The contractor must internally adopt and comply with NIST 800-53 or ISO27001 standards. If requested the contractor must document how the contractor has internally adopted and complies with NIST 800-53 or ISO27001 by providing a list of titles of the cyber security policies currently in use to designated personnel in the State of Missouri, including proof of any certifications obtained by the contractor (i.e. SOC2, ISO27001/2, Federal Risk and Authorization Management Program (FedRAMP), or StateRAMP).

All contractor solutions must meet regulatory federal and state requirements as required by the solution.

All contractor employees and subcontractor employees must receive annual cyber security training.

Access Management:

The contractor’s Internal Access Management must comply with NIST 800-53 controls or ISO27001 standards, and the contractor must provide multi-factor authentication for their employee remote access to all internal and cloud-based systems.

Security Controls and Compliance Requirements:

The contractor shall ensure their application and supporting infrastructure used in servicing the state requests are developed and configured to mitigate vulnerabilities consistent with the Open Web Application Security Project (OWASP) Top 10.

All software components deployed under this contract shall be updated to supported versions at time of production release.

All State of Missouri information must be encrypted at rest and in transit using industry-standard encryption protocols supported by the State cloud platform.

Application and infrastructure logging must be enabled and configured to integrate with State-managed logging and monitoring systems. Log retention policies shall align with State regulatory requirements as defined by the State.

Backup and Data Recovery:

The contractor must ensure backup and data recovery to the State of Missouri for the technology service provided. The contractor must provide a solution to conduct tests at least annually to ensure successful restoration. Regular checking of backups and restore procedures must ensure a smooth recovery.

Data Storage:

If the State’s data is accessed, processed, stored, or supported by the Contractor or any subcontractor, such access or processing must occur solely within the United States. No state data shall be transferred to or stored in any environment outside the United States without prior written authorization from the State.

The contractor shall ensure that all personnel with logical or administrative access to the State environment are located within the United States and subject to U.S. jurisdiction.

Encryption:

The contractor must confirm that all information and data are encrypted in transit using TLS 1.3 (or higher) protocols, including enforcement of HTTPS for all web access and encryption of all application-to-application communications.

The contractor must confirm that all State information and data are encrypted at rest using AES-256 (or stronger) encryption standards.

Cloud Service Level Agreement:

In the event application-level service availability attributable to the contractor-controlled configuration, implementation, or operational support is less than 99.9% in any calendar month, the State shall have the sole right to pursue remedies including service credits, refund, or termination without penalty. The service level agreement (SLA) must also include the following:

Service availability must be no less than 99.9%.

The SLA must account for high availability (24x7x365), ensuring continuous access to the application except during scheduled maintenance windows provided in advance.

The contractor must clearly define the credit/refund process, including how quickly refunds will be issued and how they will be calculated.

The contractor must define incident response and resolution timelines (e.g., critical issues acknowledged within one (1) hour and resolved within four (4) hours).

The contractor must provide monthly SLA compliance reports, including uptime percentages, incident logs, and root cause analysis, and the State reserves the right to audit SLA performance at any time.

The contractor must explicitly state SLA exclusions (e.g., force majeure, scheduled maintenance) and these must be disclosed to the State in advance and approved.

The contractor must ensure that all cloud management and support functions with are performed solely by U.S. citizens physically located within the United States. This requirement applies equally to subcontractors, hosting providers, and any third-party service providers engaged by the contractor.

Order Processing Requirements:

Upon request from the state agency for Genesys products the contractor must provide price quotation(s) within seven (7) working days from request and should be valid for a minimum of sixty (60) calendar days, which state agencies can use to obtain internal approval of the order. Each quotation must include, at a minimum, the following information:

Date the quote is generated;

Appropriate state agency information (i.e. state agency number/identifier, address, etc.);

Product part number;

Product description;

Requested product quantity;

Product unit cost; and Quotation total cost.

Professional services shall be quoted using the SOW process outlined herein.

Statement of Work Requirements:

The contractor shall understand and agree that the state shall have the ability to request Genesys professional services to provide the state with needed assistance for the solution which was not described in the RFP (outside of the contract requirements included herein). This contract shall not be utilized to obtain professional services for projects that are not Genesys related. Upon request by the state, such additional services shall utilize the SOW process as a means to (1) identify the specific tasks to be performed and (2) mutually agree upon the total price to be paid to the contractor upon completion of the specified tasks. The SOW process requirements shall occur in a controlled sequence of SOW requests and approvals by the state agency as outlined in Attachment 1.

The contractor must provide personnel to perform Genesys professional services required by a SOW as defined herein, that hold the personnel classification and position level necessary to meet the SOW requirements identified by the state agency in accordance with the pricing for all personnel classifications and position levels identified in the Exhibit C – Pricing Pages.

State Data:

State Data Location: All data associated with the solution/service shall only be hosted, stored, and accessed within the United States.

Ownership: The state’s electronic data or information submitted by the state or its authorized users with authorized access to the…