Summary
The City of Sacramento (IT Department) requests proposals for "Contact Center Replacement" to migrate eight on‑premises Cisco PCCE call centers (about 193 agents, ~75,000 calls/month) to an Amazon Connect‑based omni‑channel contact‑center solution with integrations to Salesforce, ServiceNow, Oracle CC&B, and ESRI GIS. The project includes phased migrations, DID porting/SIP trunking, redevelopment of the 311 Intelligent Virtual Assistant using AWS AI services, delivery of documentation and training, and requires PCI/HIPAA/CCPA/CPRA and WCAG 2.1 AA compliance; the city requests a fixed‑price, all‑inclusive proposal evaluated on technical merit, experience, references, and price. The solicitation was posted in mid‑July 2026 and proposals are due 2026-08-07 2:00 PM PDT (2026-08-07T21:00:00Z); contact: Cassy Vaioleti, CVaioleti@cityofsacramento.org.