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

The State of Missouri 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 6, 2026 at 2:00 PM Central Time. The proposal deadline has been extended twice from an original July 23, 2026 date via Amendments 01 and 02.

The contractor must be Genesys or a registered Genesys Ascend partner or reseller with a minimum of five years of experience selling Genesys Cloud products to the public sector and five years of experience in pre-sales, call center design, engineering, support, maintenance, and professional services. This capability requirement filters bidders to authorized channel partners only.

The scope covers Genesys Cloud CX 1, CX 2, CX 3, and CX 4 licenses in both named and concurrent configurations for 34 consolidated state agencies (including Department of Revenue, Department of Corrections, and Department of Social Services) that have migrated to the platform since 2021. The contract includes maintenance bundled in license costs, consumption-based AI Tokens, AppFoundry products, and professional services delivered through a Statement of Work process with no compensation for SOW preparation and firm-fixed costs unless the state requests scope increases. Historical annual spending ranges from approximately $6.2 million to $8.8 million across fiscal years 2022–2026, with 2026 projected spend of $6.6 million.

The contract term is three years from execution with two optional one-year renewal periods at firm-fixed pricing specified in Exhibit C. Pricing for renewals cannot exceed stated percentages. The contractor must comply with NIST 800-53 or ISO 27001 cybersecurity standards, maintain 99.9 percent service availability, encrypt data in transit (TLS 1.3) and at rest (AES-256), ensure all state data remains within the United States, and provide background checks for personnel. Required insurance includes $1 million commercial general liability per occurrence ($2 million aggregate), $5 million umbrella liability, and $5 million cyber liability. The contract is mandatory for consolidated agencies and optional for legislative, judicial, and non-consolidated agencies. The state reserves the right to terminate for convenience with 60 days' written notice and requires HIPAA Business Associate Agreement compliance.