Contact Centre Replacement Services
Overview
Settle Signals
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SUMMARY
KEY REQUIREMENTS
BUDGET
EstimateCONTRACT DURATION
TIMELINE
RFP Released: July 14th, 2026
Deadline for questions: July 22nd, 2026
Addendum issued: July 27th, 2026
Deadline for Submissions: August 7th, 2026
Submission Review / Panel Selection: August, 2026
Respondent Presentations: August - September, 2026
Anticipated Contract Award: September, 2026
Engagement starts: September, 2026
Expected project completion: 12-18 months
QUESTION DEADLINE
CONTACTS
Primary procurement contact — name, title, email, and phone
Additional decision-makers and their departments
Issuing Agency
City Of Sacramento
DESCRIPTION
The City is seeking a vendor to provide contact centre replacement services as part of a broader strategy to migrate and modernize its contact centers to a Connect solution. The project is intended to improve service delivery through intelligent virtual agents, enhanced geographic information system capabilities for customer location, and artificial intelligence tools such as real-time speech-to-speech translation, transcription, and automation for self-service functions including credit card processing.
The solution must enable omnichannel communications across voice, chat, SMS, email, and social channels, and must include call recording, transcription recording, and redaction services to support PCI compliance. The implementation approach will prioritize migration of the simplest contact centers first, particularly those that currently support call queueing only.
The selected vendor must replicate all existing call routing logic and administrative call flow scripts from the current on-premise environment, including menu structures, input handling, and conditional routing rules. The system must also reproduce the City's current service routing destinations, equivalent to 25 queues, with configurable caller experiences such as menus, position-in-queue prompts, and music-on-hold. Additional requirements include configurable position-in-queue announcements, multilingual call flows without maintaining duplicate flows for each language, and real-time call transcription with post-call summarization delivered to the agent workspace by or before the time of call handling.
All questions must be submitted no later than July 22, 2026.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due August 7, 2026. Questions must be submitted by July 22, 2026.
- What is the budget for this RFP?
- Settle estimates the budget at $500,000 – $1,500,000. The issuer has not published an official figure.
- Who issued this RFP?
- It was issued by City Of Sacramento. The work is located in Sacramento, California, United States.
- Who is a good fit for this opportunity?
- Contact center platform integrator with cloud migration experience
- Provider of omnichannel customer engagement solutions
- Firm with expertise in IVAs, conversational AI, and agent-assist automation
- Experience replicating complex call routing and queue configurations from on-premise systems
- Capability in PCI-compliant recording, transcription, and redaction services
- Team with multilingual call flow design and speech translation experience
- Experience supporting municipal or public sector customer service environments
- Ability to integrate GIS-enabled customer location features
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.