IFB FTB-2627-76 Genesys Software Subscriptions and Application Support Services

The California Franchise Tax Board is requesting bids on Genesys Software Subscriptions and Application Support Services supporting its Enterprise Service Platform II Contact Center Platform, with final bids due July 14, 2026 at 5:00 PM Pacific Time.

A DVBE incentive is included, though the participation requirement is waived. Small business preferences of up to five percent and non-small business subcontractor preferences apply, along with TACPA preferences.

The scope covers renewal and new procurement of multiple Genesys software products — Framework, Voice Platform, Reporting, Workforce Management — integrated with Qfiniti and Mindful Callback software, plus approximately 100 hours of professional services for application support. Renewal line items span 28 products including Engage On Premise Base Package (1,203 units), Customer Experience Insights (567 units), Workforce Management (1,052 units), Inbound Voice (1,203 units), HA-Voice (1,203 units), Outbound Voice (80 units), and CPD/ASM (80 units), among others. New subscriptions consist of four line items with six units each. Professional services are limited to $20,000 total and capped at 40 hours per week per individual unless pre-approved. Software subscriptions are paid annually in advance; professional services are billed monthly in arrears.

Mandatory qualifications include demonstrated Genesys certifications, minimum ten years of experience with similar contact center platforms using Cisco VoIP infrastructure, and submission of a comprehensive Support Plan detailing technical support procedures, escalation processes, preventive services, and security protocols. Contractor personnel must undergo background checks, fingerprinting, confidentiality certifications, privacy and security training, and comply with California tax compliance requirements. Award will be made to the responsive, responsible bidder offering the lowest net cost.

The contract term runs from award through December 31, 2026. A public bid opening is scheduled for July 15, 2026. The Notice of Intent to Award is anticipated July 21, 2026, with final award estimated July 29, 2026. The contractor must maintain 24/7 support availability with response times from 60 minutes for critical issues to one business day for medium and low severity issues. Submit responses electronically to TaNita Guereca at TaNita.Guereca@ftb.ca.gov.