When is the submission deadline?

Submissions are due August 26, 2026. Questions must be submitted by July 1, 2026.

It was issued by North Carolina Department Of Commerce, Division Of Employment Security. The work is located in Raleigh, North Carolina, United States.

Who is a good fit for this opportunity?

Experienced provider of cloud-based contact center solutions. Proven track record with government or public sector clients. Expertise in integrating AI and automation into customer service platforms. Ability to support rapid scalability and secure integrations. Familiarity with Unemployment Insurance services or similar programs.

Cloud Based Call Center Platform (Due August 26, 2026)

Overview

Financial, Legal, HR & Staffing

Raleigh, North Carolina, United StatesPosted: June 17th, 2026Deadline: August 26th, 2026

Fit Score

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SUMMARY

North Carolina seeks a cloud-based contact center platform to modernize and support Unemployment Insurance services, emphasizing scalability, multiple communication channels, and integration with agency systems.

KEY REQUIREMENTS

Must have a minimum of five years of organizational experience operating large-scale, high-volume call centers in the government sector or comparable regulated public-service environments.
Must provide at least three references for comparable government-sector or regulated public-service call center engagements.
All personnel must be physically located in the United States and legally authorized to work in the United States.
Must comply with GovRAMP security requirements (Ready, Authorized, or Provisionally Authorized status).
Must be registered with the North Carolina Secretary of State.
Must be current on all E-Procurement fees.
Must provide evidence of financial stability.
Must provide a detailed staffing plan including organizational structure and ratios.
Must provide a transition-out plan within 90 days of contract start.

CONTRACT DURATION

60 months

TIMELINE

RFP Issued: June 16th, 2026

Written Questions Deadline: July 1st, 2026

Agency Response to Questions: July 22nd, 2026

Offer Opening Deadline: August 26th, 2026

Offer Evaluation: October 29th, 2026

Vendor Demonstrations: November 13th, 2026

Selection of Finalists: December 7th, 2026

Negotiations with Finalists: January 4th, 2027

Best and Final Offers Deadline: January 19th, 2027

Contract Award: February 16th, 2027

Contract Effective Date: October 22nd, 2026

QUESTION DEADLINE

July 1st, 2026

CONTACTS

Primary procurement contact — name, title, email, and phone

Additional decision-makers and their departments

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Issuing Agency

North Carolina Department Of Commerce, Division Of Employment Security

Organization overview and procurement intelligence available on paid plans.

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DESCRIPTION

The agency is seeking a vendor to provide a cloud-based contact center platform that supports the delivery of Unemployment Insurance (UI) services. The solution should be modern and flexible, supporting both voice and chat channels, with the preference for additional interaction capabilities. The proposed platform must enhance the overall claimant experience by offering accessible and efficient customer support, as well as the ability to scale rapidly in response to fluctuating claim volumes.

The system should integrate securely with existing agency systems to ensure accurate and timely service delivery. Key features include support for intelligent automation, AI-powered IVR, and advanced communication tools to improve efficiency and streamline processes. Identity and access management must be externalized from the contact center solution. The initial contract period is one year, and interested vendors must submit their questions by July 1, 2026.

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Frequently asked questions

When is the submission deadline?: Submissions are due August 26, 2026. Questions must be submitted by July 1, 2026.
Who issued this RFP?: It was issued by North Carolina Department Of Commerce, Division Of Employment Security. The work is located in Raleigh, North Carolina, United States.
Who is a good fit for this opportunity?: Experienced provider of cloud-based contact center solutions
Proven track record with government or public sector clients
Expertise in integrating AI and automation into customer service platforms
Ability to support rapid scalability and secure integrations
Familiarity with Unemployment Insurance services or similar programs

Analysis generated by Settle AI from the source RFP.

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