Contact Center Replacement

The City of Sacramento is requesting proposals for an integration partner to migrate its eight call centers from a Cisco on-premises PCCE 12.6.1 environment to AWS Connect, with proposals due August 7, 2026 at 2:00 p.m. PST and questions due July 22, 2026. The awardee must hold AWS Connect certified integrator status.

The scope covers migration of 193 agents and approximately 75,000 monthly calls across city departments (311, Revenue, Utilities, SAFE Theater Box Office, IT support). Required deliverables include DID porting, SIP trunk setup, Google Dialogflow IVA migration to AWS, Salesforce and ServiceNow CRM integration, and GIS connectivity. The solution must support omni-channel operations with phased rollout beginning with simpler centers, followed by Utilities, IT, and 311, with later phases adding live language translation, courtesy callback, call scheduling, and expanded self-service payment processing. Respondents must submit a fixed-price, all-inclusive fee covering materials, labor, travel, equipment, and all related costs, with project completion within 12 to 18 months. The vendor must comply with PCI requirements, obtain cyber liability insurance with minimum $2 million per occurrence limits, and maintain technology professional liability coverage of at least $1 million per occurrence.

The City will evaluate proposals on responder qualifications and experience (15 points), method of approach (25 points), client references (25 points), pricing (20 points), submittal quality and completeness (10 points), and Local Business Enterprise program compliance (5 points). Respondents must provide a minimum of three client references of similar size and complexity, with at least one local government reference preferred. An addendum addressing submitted questions will be issued by August 7, 2026, with anticipated contract award in September 2026.