Unified Communications System
Overview
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SUMMARY
KEY REQUIREMENTS
BUDGET
VerifiedCONTRACT DURATION
TIMELINE
Release Date: June 25th, 2026
Questions Deadline: July 13th, 2026
Proposal Due Date: August 4th, 2026
Anticipated Contract Start Date: January 8th, 2027
QUESTION DEADLINE
CONTACTS
Primary procurement contact — name, title, email, and phone
Additional decision-makers and their departments
Issuing Agency
Office Of Technology And Innovation
DESCRIPTION
The selected vendor will be responsible for procuring, implementing, and supporting a unified communications system with a strong focus on AI-powered contact center services. This includes integration of advanced virtual agents, intelligent routing, and utilization of technologies such as Natural Language Processing (NLP) and Natural Language Understanding (NLU) to optimize customer interactions and drive high first-contact resolution rates.
Key project elements encompass the development and deployment of AI-powered virtual agents (voicebots and chatbots), real-time agent assistance, and AI-driven quality assurance and performance analytics. An omnichannel integration approach is required to ensure seamless context preservation when customer interactions move across different communication channels.
Scope of work further calls for the design, development, and implementation of advanced scripting for Cisco call routers using Cisco Unified Customer Voice Portal (CVP) and Intelligent Contact Management (ICM) at various city agencies. The vendor must also provide 24/7 application support and maintenance. Additionally, support is needed for remote work solutions via Cisco Expressways, Cisco Cloud-Connected UC, and enabling Webex-to-Teams integration using the Cisco Call app for Microsoft Teams.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due August 4, 2026. Questions must be submitted by July 13, 2026.
- What is the budget for this RFP?
- The published budget is $151,450,000.
- Who issued this RFP?
- It was issued by Office Of Technology And Innovation. The work is located in Brooklyn, New York, United States; Piscataway, New Jersey, United States.
- Who is a good fit for this opportunity?
- Expertise in unified communications and contact center AI technologies
- Proven experience with Cisco CVP, ICM, Expressways, and Cloud-Connected UC
- Capability to provide 24x7 support and application maintenance
- Demonstrated success in implementing NLP/NLU and AI-powered virtual agents
- Experience with large-scale municipal or government projects
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.