Contact Center as a Service (CCaaS) Solution


The purpose of this RFP is to acquire a CCaaS solution that will continue to deliver the required CCaaS services for the CalSTRS Customer Service Division to continue to conduct its business.

CalSTRS is seeking a CCaaS Solution that includes the following: Interactive Voice Response (IVR), Automated Call Distributor (ACD), Intelligent Call Routing (ICR), Desk Softphone, MultiChannel/OmniChannel, Call Recording, Quality Monitoring, Workforce Management and Performance Management. The CCaaS Solution must integrate with the CalSTRS on-premise Cisco VoIP Solution, CalSTRS legacy Pension Administration application (START), and CalSTRS’ custom developed Customer Relationship Management solution (MIC) as more fully described in the Scope of Services.

View the Request for Proposal

Prospective proposers may register to view the RFP at Cal eProcure.

To search for this RFP:

  1. Clear all boxes in the Search Events section and select Posted in the Event Status dropdown.
  2. In the Event ID field, enter “13838”.
  3. Click Search.