Summary
Unified Communications as a Service (UCaaS), a cloud-based enterprise, and Contact Center as a Service (CCaaS) platform with integrated quality management/recording (QM) and workforce management (WFM) capabilities, plus ongoing managed services to include 24/7 system monitoring, incident detection, providing end-user support and troubleshooting services, and monthly KPI reporting. The solution must be a Cisco-based or comparable platform. The solution must also be scalable, secure, resilient, accessible by adhering to the Web Content Accessibility Guidelines 2.1 AA, and interoperable with HESAA's existing security stack, including Cisco Firepower and Umbrella and identity provider, Microsoft Entra ID/Azure AD SSO with multi-factor authentication (MFA). The platform shall support open standards, including but not limited to: Secure Session Initiation Protocol (SIP) that uses Transport Layer Security (TLS) to encrypt and secure SIP; Secure Real-Time Transport Protocol (SRTP); Application Programming Interface conforming to Representational State Transfer (REST APIs); webhooks; and Security Assertion Markup Language (SAML) and OpenID Connect (OIDC) for single sign-on; and deliver high availability with documented disaster recovery.