Unified Communications and Contact Center Solutions

RFP # 092926

REQUEST FOR PROPOSALS

Unified Communications and Contact Center Solutions

Proposal Due Date: September 29, 2026, at 3:30 p.m. Central Time

Canoe Procurement Group of Canada, is posting the solicitation on behalf of CivicInfo BC, RMA, SARM, AMM, LAS, UMNB, NSFM, FPEIM, MNL, NWTAC and its current and potential Members and represented Associations and their Members, which includes local Governmental and other not-for-profit organizations located in all provinces and territories in Canada including but not limited to British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Nova Scotia, New Brunswick, Prince Edward Island, Newfoundland and Labrador and Northwest Territories. Request for Proposal ("RFP") to result in regional and/or national contract solutions under the rules and regulations of the New West Partnership Trade Agreement ("CETA") for this procurement, Canoe/Sourcewell is requesting proposals for Unified Communications and Contact Center Solutions to result in a national contracting solution for use by its members.

Members include thousands of governmental, higher education, K-12 education, not-for-profit, tribal government, and other public agencies located in Canada. A full copy of the Request for Proposals can be found on the Sourcewell Procurement Portal [https://proportal.sourcewell-mn.gov]. Only proposals submitted through the Sourcewell Procurement Portal will be considered. Proposals are due no later than September 29, 2026, at 3:30 p.m. Central Time, and late proposals will not be considered.

It is expected that proposers will offer a wide array of equipment, products, or services at lower prices and with better value than what they would ordinarily offer to a single government entity, school district, or regional cooperative.

1. Sourcewell is seeking proposals for Unified Communications and Contact Center Solutions providing comprehensive feature and function complements, including:

• Unified communication solutions, such as: VoIP technology and UCaaS, video or audio collaboration and conferencing, mobility options, mass notification, and enhanced messaging;

• Contact center solutions, such as: CCaaS, automatic call or contact distribution and routing, omnichannel capability, interactive voice response, real-time status, reporting, and analytics;

• Other unified communications and contact center-related products and services offering in conjunction with and directly related to the solutions described in Sections 1.a–b above, including architecture, implementation, migration, ongoing support, hardware, software, integrations, number porting, deployment services, and related applications for premises-based, cloud-based, or hybrid environments.

Proposed solutions may include AI-enabled capabilities only to the extent such capabilities are embedded in, integrated with, or directly supportive of the Unified Communications or Contact Center Solutions proposed.

Proposers may include directly related equipment, accessories, and services to the extent that they are complementary to the primary solutions being proposed.

2. The primary focus of this solicitation is on Unified Communications and Call Center Solutions. This solicitation should NOT be construed to include:

• Service providers and wireless service providers whose proposed offering is limited to network-related products and services ONLY, without an accompanying Unified Communications, Contact Center, or Call Center Solution;

• Telecommunications expense management (TEM), cost savings or cost avoidance audit services;

• Consulting services only; or

• Broker or reseller agents without direct solution ownership, authorized partnership, or substantive value-add (e.g., implementation, support, integration).

3. This solicitation does not include equipment, products, or services covered under categories included in pending or planned Sourcewell solicitations, or in master agreements currently maintained by Sourcewell, identified below:

• Wireless Voice and Data Services with Related Solutions, Equipment, and Accessories (RFP #031924);

• IT Managed Service and Staff Augmentation Solutions (RFP #071321); and

• Public Safety Software (RFP #030425) except for those complementary and directly related to solutions in section 1a. – 1b. above

Generally, the solutions for Participating Entities are turn-key solutions, providing a combination of equipment, products and services, delivery, and installation to a properly operating status. However, equipment-only or products-only solutions may be appropriate for situations where Participating Entities possess the ability, either in-house or through local third-party contractors, to properly install and bring to operation the equipment or products being proposed.

Sourcewell prefers suppliers that provide a sole source of responsibility for the equipment, products, and services provided under a resulting master agreement. If proposer is including the equipment, products, and services of its subsidiary entities, the proposer must also identify all included subsidiaries in its proposal. If proposer requires the use of distributors, dealers, resellers, or subcontractors to provide the equipment, products, or services, the proposal must address how the equipment, products or services will be provided to Participating Entities, and describe the network of distributors, dealers, resellers, and/or subcontractors that will be available to serve Participating Entities under a resulting master agreement.