IFB FTB-2627-00076 Genesys Software Subscriptions and Application Support Services

The California Franchise Tax Board is soliciting bids for Genesys Software Subscriptions and Application Support Services under IFB FTB-2627-00076, with final bids due June 5, 2026 at 5:00 PM Pacific Time (extended via Addendum 1 from the original May 29 deadline). Award will be made to the responsive, responsible bidder offering the lowest net cost.

A 5 percent Small Business preference and a Disabled Veteran Business Enterprise (DVBE) incentive of up to 5 percent (based on participation level) apply. No pre-existing California State contract status is required; the solicitation is open to all qualified vendors registered on Cal eProcure.

The scope covers renewal and new acquisition of Genesys software subscriptions and professional services supporting FTB's Enterprise Service Platform II Contact Center Platform (CCP). The platform utilizes Genesys Framework, Voice Platform, Reporting, and Workforce Management, along with integrated Qfiniti and Mindful Callback software. Renewal line items span 32 software subscription products with quantities ranging from 1 to 1,203 units; four additional product categories are requested as new acquisitions. The contractor must provide 24/7 remote application support with response times of 60 minutes for Critical severity issues and one state business day for Medium and Low severity issues, conduct quarterly meetings with FTB, and furnish approximately 100 hours of professional services on a time-and-materials basis not to exceed $20,000. Proposed consultants must hold a minimum of ten years' experience in maintenance and support for similar contact center platforms and ten years' experience with Genesys technical architectural design, along with specific Genesys certifications in Voice Platform, Workforce Management, E-Services, and Composer Routing.

The contract term runs July 1, 2026 through June 30, 2027. Questions were due May 18, 2026; requirements protests are due May 22, 2026 at 5:00 PM PT. The public bid opening is June 8, 2026, with Notice of Intent to Award anticipated by June 12, 2026 and final award by June 22, 2026. The contractor must complete a transition period not exceeding 60 state business days from the incumbent provider at no additional cost. Contact: TaNita Guereca, Procurement Official, TaNita.Guereca@ftb.ca.gov or (916) 845-7199.