Five9 Call Center Software

The Maryland State Department of Education (MSDE) Office of Early Childhood is requesting quotations to renew Five9 Call Center Software services supporting the Division of Early Care and Education applications, with bids due October 13, 2026 at 5:00 p.m. EDT. Respondents must be authorized Five9 resellers — a mandatory qualification that filters eligibility.

The scope covers Five9 Core Voice Contact Center seats, supervisor and administrator concurrent users, US Direct Inward Dialing (DID) numbers, technical account management, call recording storage, and secure RTP connectivity to support the Childcare Administration Tracking System (CCATS) Help Desk and Provider Portal. The system must integrate with existing MSDE infrastructure, meet state IT standards, and provide call queuing, interactive voice response (IVR) functionality, call recording, quality assurance monitoring, and real-time reporting dashboards.

The total cost may not exceed $50,000.00 for the one-year contract term beginning November 15, 2026 and terminating November 14, 2027. Work is performed at the Nancy S. Grasmick Building, 200 W. Baltimore Street, Baltimore, Maryland. The incumbent vendor is Five9. Award will be made to the responsive and responsible bidder with the lowest total bid price after meeting all mandatory requirements. Small, Minority, and Veteran-owned businesses are encouraged to respond. Vendors must be registered to do business with the State of Maryland. Submission requires a letter of interest, resume demonstrating qualifications, signed bid form with itemized costs, and an updated W-9 form if applicable. Invoicing will be submitted monthly with payment on a net 30 schedule.