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

Missouri's Office of Administration, Information Technology Services Division is requesting proposals for Genesys Cloud Contact Center Licenses, Maintenance, AppFoundry, AI Tokens, and Professional Services under RFP STATE 0000000456SL, with proposals due August 11, 2026, at 2:00 PM Central Time. The contractor must be Genesys or a registered Genesys Ascend partner with a minimum of five years of public-sector experience selling Genesys Cloud products.

The scope encompasses licenses (CX 1, CX 2, CX 3, and CX 4 in named and concurrent configurations), maintenance, AI tokens on a consumption basis, AppFoundry product access, and professional services across 28 existing call centers supporting 34 consolidated state agencies. The contractor must maintain an account management team including an executive account manager, project manager, and solution architect, each with five years of Genesys Cloud experience. All personnel must pass background checks equivalent to Missouri state employee standards and comply with E-Verify work authorization verification.

Historical annual spending ranges from $6.2 million to $8.8 million. The contract term is three years from the effective date, with the Division of Purchasing holding renewal options for two additional one-year periods. Pricing is firm and fixed per Exhibit C; all maintenance costs are included in license pricing. Invoices for licenses are due annually; invoices for monthly usage changes and AI tokens are due monthly with payment due 30 days from receipt.

The contractor must comply with NIST 800-53 or ISO 27001 cybersecurity standards, maintain 99.9% service availability with defined incident response timelines, encrypt data in transit (TLS 1.3) and at rest (AES-256), and store and process all state data exclusively within the United States with U.S.-based personnel only. Insurance requirements include $1 million commercial general liability, $5 million umbrella liability, and $5 million cyber liability coverage. The state retains sole ownership of all data and maintains the right to extract data incrementally at no additional cost through 60 days following contract expiration. The incumbent contractor operates under cooperative contract CT170457009. Proposals must be submitted electronically through MissouriBUYS (MOVERS); vendors must be registered in the system at "Prospective" or "Spend Authorized" status to submit proposals.