Five9 Call Center Services

The Maryland State Department of Education is requesting quotations for Five9 call center services supporting the Childcare Administration Tracking System Help Desk and Provider Portal for one year, with bids due October 2, 2026 at 5:00 PM EDT through eMaryland Marketplace Advantage. Bidders must be authorized resellers of Five9 call center software. Small, minority, and veteran-owned businesses are encouraged to respond.

The scope includes establishing and maintaining a multi-extension phone line with voicemail capabilities to support internal staff troubleshooting and external customer communication. Pricing is itemized under Exhibit A for Five9 Core Voice Contact Center services: 5 concurrent user seats, 2 supervisor concurrent users, 1 administrator concurrent user, 1 US DID phone number, 5 hours of technical account management, 1 year of call recording storage, and 1 secure RTP domain. Work is performed at the Nancy S. Grasmick Building in Baltimore, Maryland.

The total contract cost may not exceed $50,000 for the one-year term. The anticipated contract start is November 15, 2026, terminating November 14, 2027. The State will award to the responsive and responsible bidder submitting the lowest total bid price after meeting all mandatory requirements; ties are broken by awarding to the bidder with the most experience. Contractors must bill monthly for services rendered in the previous month with standard documentation.

Bidders must submit a letter of interest, resume demonstrating required qualifications, and completed Exhibit A bid form through eMMA only; faxed or mailed submissions will not be accepted. Contractors must comply with comprehensive accessibility standards per WCAG 2.1 Level AA, conduct annual SOC 2 Type 2 audits at contractor expense, maintain disaster recovery capability 100 miles from primary operations with 24-hour recovery time, restrict all data processing and storage to the continental United States, and provide security incident notifications within 24 hours. Contractors must be registered to do business with the State of Maryland.