Cloud-Based Contact Centre as a Service Solution
Overview
Settle Signals
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SUMMARY
KEY REQUIREMENTS
CONTRACT DURATION
TIMELINE
Contract Award: March 2027
Project Kick-off: March 2027
Core Voice Migration Completion: October 31st, 2027
Decommissioning of existing platform: December 31st, 2027
90-Day Reliability Period: January 20th, 2028
CONTACTS
Primary procurement contact — name, title, email, and phone
Additional decision-makers and their departments
Issuing Agency
City Of Vancouver
DESCRIPTION
The city is seeking a vendor to provide a secure, cloud-based Contact Centre as a Service (CCaaS) solution to modernize and replace its existing on-premise contact centre platform. The solution should deliver greater flexibility, scalability, resiliency, security, and access to enhanced capabilities, including omnichannel engagement, improved reporting and analytics, automation, and future-ready integration options.
The platform must support voice and digital channels and enable consistent, reliable access to city services. It should provide improved call routing, self-service capabilities, enhanced agent tools, AI-enabled functionality, and integration with the city’s Microsoft Copilot chatbot.
The implementation must include an integrated agent desktop experience within ServiceNow for the Service Desk and 311 contact centres, while supporting a standard CCaaS desktop experience for other contact centres. The solution is expected to align with modern public-sector service delivery practices and support operational maturity, vendor stability, shared practices, standards, and efficiencies comparable to those used by Canadian and global cities of similar size and complexity.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due September 25, 2026.
- Who issued this RFP?
- It was issued by City Of Vancouver. The work is located in Vancouver, British Columbia, Canada.
- Who is a good fit for this opportunity?
- Established CCaaS provider with experience delivering secure cloud contact centre platforms
- Demonstrated public-sector or municipal contact centre implementation experience
- Expertise integrating CCaaS platforms with ServiceNow and Microsoft Copilot
- Proven capabilities in omnichannel engagement, AI, analytics, automation, and self-service
- Strong record of scalable, resilient, and security-focused cloud deployments
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.