Genesys Cloud Annual Renewal

The Orange County Transportation Authority is soliciting bids from authorized Genesys Cloud resellers for an annual renewal on an as-needed basis with no guaranteed usage, with bids due February 18, 2026 and questions due February 4, 2026. Only authorized resellers holding proof of Genesys certification for California state and local agencies are eligible — unauthorized resellers are deemed non-responsive.

The scope covers continuation of Genesys Cloud platform services supporting 65 concurrent user licenses across three operational call centers: OC ACCESS (24/7/365 paratransit service), ACCESS Eligibility, and Assessments. The contract includes fixed annual support and maintenance, with as-needed pricing for voice transcription, text-to-speech services, AI Experience Tokens, API usage, data storage, voice usage (approximately 400,000 monthly inbound and 60,000 monthly outbound minutes), DIDs, IVR services, local numbers, administration training, and hourly labor for configuration tasks. Help Desk support is available 7:00 AM to 6:00 PM Pacific Time Monday through Friday, with 24/7 escalation availability for system-down issues. Bidders must provide at least three project references demonstrating similar services within the past two years.

The Orange County Transportation Authority has established a Disadvantaged Business Enterprise goal for this contract (the specific percentage is indicated as "XX%" in the DBE requirements document and requires completion by the Authority). Bidders must either meet the DBE goal through documented commitments from certified DBEs or demonstrate substantial good faith efforts, as a condition of award eligibility. All participating DBEs must be certified through the California Unified Certification Program under 49 CFR Part 26.

The contract value is $244,800 for the one-year term effective March 11, 2026 through March 10, 2027. Award will be made to the lowest responsive and responsible bidder on a firm-fixed price basis. Pricing must remain firm for 120 calendar days after bid closure. All freight costs must be included as F.O.B. destination. Bidders must submit a Status of Past and Present Contracts form, a List of Subcontractors, and DBE participation documentation. The Authority reserves the right to award to a single bidder, apportion requirements among multiple bidders, or cancel the IFB at any time. Bid opening occurs at OCTA's Administration Office in Orange with teleconference participation available.