The county in New York is seeking a vendor to provide a comprehensive cloud-based unified communications and telephony implementation service. The required solution must offer unified communications as a service (UCAAS), featuring contact center capabilities, platform integrations, turnkey implementation, and ongoing technical support for five years.

The platform should deliver enterprise-grade voice services, collaboration, messaging, and enhanced customer experience (CX) functionality. Specific requirements include fully hosted VOIP telephony, integrated messaging, presence and collaboration tools, voicemail with email and transcription options, unlimited domestic calling, call recording, monitoring and analytics, and applications for mobile, desktop, and web-based softphone usage. The system must also provide complete call history tracking (internal and external), SMS and MMS messaging support, and 24/7 technical support.

Vendors will need to ensure that their cloud-based solution is scalable to meet both current and future communication needs of the county. Questions regarding this RFP must be submitted by March 25, 2026.