AWS Amazon Connect Brand Name Specification

The State of Oregon's Department of Administrative Services is conducting a procurement for Contact Center as a Service (CCaaS) providers through a Request for Proposal (RFP) with a specific brand name specification for AWS Amazon Connect. The procurement aims to establish master agreements for additional/alternate contact center service providers that are compatible with the existing enterprise contact center platform currently used by state agencies. The primary objective is to maintain a centralized, standardized platform while allowing multiple service providers to prevent vendor lock-in, increase capacity, and create competitive pricing. The brand name specification was approved on February 19, 2025, with the RFP focusing on creating a flexible CCaaS solution that supports statewide customer service contingency plans and enables efficient knowledge transfer between agencies. Potential vendors must demonstrate compatibility with existing cloud strategic alignments and the current AWS Amazon Connect infrastructure. The procurement notice was published on February 20, 2025, with a protest period of seven calendar days from the first date of public notice. Interested parties must submit any protests to the State Chief Procurement Officer in Salem, Oregon, with detailed legal and factual grounds.

There are no specific set-aside designations or restrictions on organizational types mentioned in the procurement documents. The current infrastructure is based on AWS Amazon Connect, which will serve as the baseline technology for integration. While the total estimated cost is not explicitly defined, the procurement will be structured through master agreements that will determine the ultimate budget range. The procurement appears open to multiple service providers who can demonstrate compatibility with the existing AWS Amazon Connect platform. Potential vendors will need to show their ability to provide Contact Center as a Service solutions that can seamlessly integrate with the state's existing cloud infrastructure. Questions regarding the brand name specification can be directed to Rachel R. Smith, IT Procurement Strategist, at (971) 707-0263. The state's approach suggests a competitive process aimed at expanding and enhancing the current contact center capabilities while maintaining technological consistency and operational efficiency.