The agency is seeking a vendor to provide a cloud-based unified communications system along with a comprehensive implementation solution. The desired platform should deliver a modern, scalable, and secure Unified Communications as a Service (UCaaS) that is fully hosted and capable of supporting a wide range of communication needs.

Key requirements include support for voice calling and call control, advanced hosted call center/contact center capabilities with analytics, call routing, and supervisor management tools. The solution must be able to integrate with Active Directory (AD) and/or Single Sign-On (SSO) systems. Additionally, archiving and retention features for call logs, chat messages, and other records are essential to ensure compliance with public records requirements.

The system must provide secure mobile application support, ensuring city data remains segregated from personal device content, as well as robust messaging and collaboration features. Mobile and remote connectivity, full administrative and reporting tools, high availability, disaster recovery, and strong security and regulatory compliance are all critical components of the solution.