Contact Center as a Service (CCaaS) Solution

The Washington Suburban Sanitary Commission (WSSC) in Maryland is procuring a modern Contact Center as a Service (CCaaS) solution to replace its aging on-premises telephony system and Interactive Voice Response (IVR) platform. This procurement seeks a comprehensive contact center system that includes reporting capabilities (real-time, historical, and integrated), call recording, quality management, desktop analytics, e-learning functionality, and workforce management tools. The solution must support browser-based softphone operations for all users, integrate seamlessly with key enterprise systems, and standardize call handling procedures across multiple departments with varying levels of call center sophistication. The primary objectives are to improve customer service performance, provide real-time operational insights, and support WSSC's organizational structure with a modern, scalable platform. The proposal submission deadline is May 1, 2026, with the opportunity posted on April 6, 2026.

The request for proposal documentation does not specify set-aside designations, restrictions on respondent types, or disadvantaged business enterprise (DBE) requirements at this time. No incumbent vendors or current contractors are identified in the available procurement information. The documentation indicates that the new CCaaS platform must integrate with existing enterprise systems currently in use by WSSC, though specific details regarding those systems are not provided. Similarly, the budget range or estimated award value for this contract opportunity has not been disclosed in the posted materials.