Request for Proposals (RFP) – Contact Centre as a Service

Solicitation number 2020-TF-004

Publication date

Closing date and time 2020/03/09 16:00 EDT

Last amendment date


    Request for Proposals (RFP) – Contact Centre as a Service  

    About Farm Credit Canada 

    FCC is Canada’s leading agriculture and food lender, with a healthy loan portfolio of more than $38 billion. Our employees are dedicated to the future of Canadian agriculture and food. We provide flexible, competitively priced financing, management software, information and knowledge specifically designed for the agriculture and food industries. As a self-sustaining Crown corporation, we provide an appropriate return to our shareholder, and reinvest our profits back into the industries and communities we serve. Visit or follow us on FacebookInstagramLinkedIn, and on Twitter @FCCagriculture

    RFP Scope:  

      As customer needs continually evolve, FCC must keep up and adapt with ever changing trends in providing customers with an exceptional customer service experience. One key area of focus is FCC’s contact centre solution and incorporating a solution that not only meets todays needs but is flexible enough to enable us to grow and easily adapt to our customers’ needs. FCC’s current contact centre solution is functional and meets our core requirements, however there are issues and constraints which are not easily addressed. As a result, FCC has determined that a “Contact Center as a Service (CCaaS)” model would be ideal in meeting our existing and future needs. CCaaS is a cloud-based customer experience solution that allows companies to utilize a contact center provider's software. A CCaaS model will allow FCC to purchase only the technology we need, which has many benefits including less reliance on internal IT support, the ability to incorporate system changes quickly and provides the opportunity for staff to work from anywhere.  


    RFP Schedule:  

    •   RFP issue date: Feb 13, 2020  
    • Vendor questions accepted until: Feb 21, 2020 at 2:00 PM  

    • RFP closing date and time: Mar 9, 2020 at 2:00 PM   


    Note: All times are CST, Saskatchewan.  


    Vendors should note that: 

    • this opportunity notice references a non-binding, competitive RFP, not a call for tenders. FCC is not obligated to proceed with the work described in the RFP scope, and may cancel the RFP at any time. 

    • FCC’s procurement process allows for negotiation between FCC and one or more vendors, prior to awarding a contract. 

    Requesting the RFP Document:

    Capable vendors who are interested in receiving a copy of the RFP document are to contact:

    Tera Fernandez 

    Procurement and Vendor Manager 

    Farm Credit Canada 

    Note: Vendors do not receive the RFP document by registering for the list of interested suppliers (“LIS”) on Vendors must request the RFP document through FCC’s designated RFP contact. 

    Contract duration

    Refer to the description above for full details.

    Trade agreements

    • Canadian Free Trade Agreement (CFTA)

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    Contact information

    Contracting organization

    Farm Credit Canada
    1800 Hamilton Street
    Regina, Saskatchewan, S4P 4L3
    Contracting authority
    Fernandez, Tera

    Buying organization(s)

    Farm Credit Canada
    1800 Hamilton Street
    Regina, Saskatchewan, S4P 4L3
    Bidding details

    Details for this tender opportunity are provided in the Description tab.

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    Summary information

    Support for small and medium businesses

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