University of Manitoba (UM) has initiated a project to select and implement a new contact center solution. The intent of this RFP is to select a new contact center software solution and implementation services that will enable a transition from an existing on-premise contact center solution to a modern contact center as a service (CCaaS) or Digital Customer Service (DCS) platform. A current state assessment to identify pain points and opportunities was completed and helped inform the functional and non-functional requirements for the project. Together, the Successful Offeror and the UM project team will develop a comprehensive project plan that outlines how UM will move from current to desired state. UM expects to contract with the Software Provider and the Implementer under separate contracts, unless the Software Provider is providing their own implementation services. UM will not contract with any third-party suppliers or re-sellers of this software and will deem any proposals that fail to comply with this requirement as non-compliant and exclude them from this competition. Therefore, there will be 2 potential scenarios to offer on under this RFP: 1. The Software Provider offers on and provides both the Software and the implementation services, and the resulting contract is with the Software Provider; or 2. The Software Provider and Implementer submit a joint proposal, but the Software Provider only offers on the software portion of the RFP, and the Implementer offers on the implementation portion of the RFP, each being defined as a separate Offeror, and this would result in two (2) separate contracts. In the case of both scenarios, each Offeror must complete and submit each portion of the RFP as outlined in section 3.3 Proposal Package Contents of the RFP.
