Cloud-Based Contact Center as a Service Platform
Overview
Settle Signals
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SUMMARY
KEY REQUIREMENTS
CONTRACT DURATION
TIMELINE
Release of RFP: October 1st, 2026
Vendors' Written Questions due: October 16th, 2026
Commonwealth's Response to Vendors' Written Questions: November 6th, 2026
Proposals due: January 8th, 2027
QUESTION DEADLINE
CONTACTS
Primary procurement contact — name, title, email, and phone
Additional decision-makers and their departments
Issuing Agency
Cabinet for Health and Family Services
DESCRIPTION
The issuing agency seeks a vendor to provide, maintain, and administer a comprehensive cloud-based Contact Center as a Service (CCaaS) platform for use across cabinet departments. The solution must be configurable to meet individual agency requirements and support collaborative requirements gathering, existing and future configurations, customizations, and critical business workflows.
The platform is expected to be built on Genesys Cloud CX and integrate with Oracle RightNow CRM (Service Cloud), Pure Insights, Workforce Management, and internal business systems. Required technologies include interactive voice response, VoIP-enabled telephony, multichannel automatic call distribution, computer telephony integration, RESTful APIs, call and screen recording, workforce management, and contact management. All software must be in an officially supported release state.
The CCaaS solution must support voice, email, chat, SMS, TDD/TTY, and optionally social media, along with IVR, voice bots, chatbots, CRM, analytics, real-time knowledge retrieval, response summarization, and intelligent recommendations. It must use an n-tier architecture, provide browser-based thin-client access through Safari, Chrome, Microsoft Edge, and Firefox, support iOS and Android devices, and comply with applicable CMS conditions and standards for eligibility for federal Medicaid-related funding. Questions must be submitted by October 16, 2026.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due January 8, 2027. Questions must be submitted by October 16, 2026.
- Who issued this RFP?
- It was issued by Cabinet for Health and Family Services. The work is located in Frankfort, Kentucky, United States.
- Who is a good fit for this opportunity?
- CCaaS providers with demonstrated Genesys Cloud CX expertise
- Experience integrating Oracle RightNow CRM, workforce management, analytics, and internal business systems
- Providers capable of delivering omnichannel contact center, IVR, telephony, recording, and automation solutions
- Organizations experienced with CMS compliance and Medicaid-related systems
- Vendors able to maintain supported cloud software releases and provide ongoing platform administration
Analysis generated by Settle AI from the source RFP.
RFP Hunter shows what is open. Settle shows what is forming.
Settle pieces together buyer signals, budgets, contract activity, and the sources your team already monitors. See why an opportunity fits and what to do before the RFP posts.