Hosted Contact Centre Service (HCCS)

This is an Invitation to Qualify (ITQ) pertaining to Canada’s initiative to consolidate and modernize Canada’s Contact Centre Services for Shared Services Canada (SSC) in order to reduce costs, increase security, and enhance program delivery to Canadian citizens and businesses. 

The objective of the ITQ is to qualify Respondents who have experience in implementing and operating a hosted contact centre service.  This ITQ represents the first stage of the procurement process for the requirement of a hosted contact centre service (“HCCS”).  

Canada wants to procure a modernized, centrally managed, and fully hosted national multimedia contact center service. 
 
It is intended that the HCCS requirement include session routing, menu services, Automatic Call Distribution (ACD), multimedia channel routing, Interactive Voice Response (IVR), call recording, speech analytics, desktop analytics, quality management, workforce management, reporting functions, system set-up, and administration.
 
The HCCS requirement will route calls and attached data to and from Government of Canada (GC) premise-based IVRs and IVRs that are part of the HCCS.  The Contractor may be required to provide a licensed Application Programming Interface (API) that can be used by GC IVR developers to transfer information from GC IVRs to the HCCS requirement.  

The HCCS requirement will route calls and other forms of contact originating from across Canada, the United States, and internationally to locations throughout Canada.

The ITQ mandatory evaluation criteria focus on the Respondent’s experience in delivering a hosted contact centre service, taking into consideration capacity and capability based on previous and current project experience. 

Respondents who comply with the requirements of the Invitation to Qualify and meet all mandatory evaluation criteria will be declared responsive. A Respondent whose response has been declared responsive is a Qualified Respondent and may proceed to the next stage of the solicitation process.  
 
The attached ITQ document fully describes what Respondents need to submit with their response(s) and how Respondents will be evaluated.