Genesys Cloud Contact Center Licenses, Maintenance, AppFoundry, AI Tokens, etc.

The Missouri Office of Administration, Information Technology Services Division is requesting proposals for Genesys Cloud contact center licenses, maintenance, AppFoundry, AI tokens, and professional services for 34 state agencies, with proposals due July 23, 2026 at 2:00 PM Central Time via MissouriBUYS.

The contractor must hold Genesys or Ascend partner/reseller status and demonstrate five years of selling Genesys Cloud products to the public sector and five years of pre-sales, call center design, support, and professional services experience. Required personnel include an Executive Account Manager, Project Manager, and Solution Architect/Engineer, each with five years of relevant Genesys Cloud experience. The scope covers 34 consolidated and non-consolidated state agencies, including the Departments of Revenue, Corrections, Social Services, and Health and Senior Services, as well as legislative and judicial branches.

Pricing is firm and fixed per Exhibit C, with annual invoicing for licenses and monthly invoicing for usage changes and AI tokens. Based on historical spending over the past five fiscal years, the state has spent between $6.2 million and $8.8 million annually on Genesys licenses and related services. The contract term is three years from a determination-of-award effective date, with an option to renew for two additional one-year periods.

Cybersecurity requirements include NIST 800-53 or ISO 27001 compliance, multi-factor authentication, TLS 1.3 and AES-256 encryption, and a 99.9% service level agreement. All state data must be stored and accessed solely within the United States with encryption at rest and in transit. The contractor must maintain $1 million commercial general liability, $5 million umbrella liability, and $5 million cyber liability coverage. If the contract receives federal funding, the contractor must comply with federal requirements including debarment certification, OMB Uniform Administrative Requirements, anti-lobbying restrictions, drug-free workplace standards, and nondiscrimination obligations. A Business Associate Agreement applies if Protected Health Information is handled under HIPAA regulations.