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 on behalf of 34 consolidated state agencies, with proposals due July 30, 2026 at 2:00 PM Central Time. The contract is mandatory for identified consolidated agencies and non-mandatory for non-consolidated agencies, including legislative and judicial branches.

Vendors must be Genesys or registered Genesys Ascend partners with a minimum five years of experience selling Genesys Cloud products and services to the public sector. Designated personnel — an executive account manager, project manager, and solution architect — must each hold five years of relevant Genesys experience. Vendors must register in MissouriBUYS at minimum "Prospective" status to submit proposals and achieve "Approved" and "Spend Authorized" status for award consideration.

The scope includes the full line of Genesys Cloud licensing options (CX 1, CX 2, CX 3, CX 4) in both named and concurrent user models, consumption-based AI tokens, AppFoundry product access, and professional services delivered through a Statement of Work process. All maintenance costs are incorporated into license pricing. Professional services are delivered via SOW with no compensation for SOW preparation; the contractor receives a separate purchase order or authorization to proceed before commencing work.

Historical annual spending by consolidated agencies ranges from approximately $6.2 million to $8.9 million over the past five fiscal years. Pricing must be firm and fixed on Exhibit C, with annual invoicing for licenses and monthly invoicing for usage changes and AI tokens. Renewal pricing increases cannot exceed percentages specified in the original proposal and are subject to state funding availability and potential price reductions.

The contract term is three years with two optional one-year renewal periods. Cybersecurity requirements include NIST 800-53 or ISO 27001 compliance, $5 million cyber liability insurance, TLS 1.3 encryption in transit and AES-256 at rest, 99.9% service availability with defined SLA credits, and all state data storage and personnel access within the United States. Federal funds may be involved, requiring compliance with federal requirements including debarment certifications, OMB Uniform Administrative Requirements (2 CFR Part 200), anti-lobbying restrictions, Drug Free Workplace Act, and nondiscrimination provisions. HIPAA Business Associate Agreement requirements apply where Protected Health Information is handled.