Kentucky bid · open for prices

Contact Center Platform and Staffing

This bid is for a cloud contact center platform and staffing services supporting health and family services programs statewide across Kentucky, United States, with on-site, remote, or hybrid operations.

Due: January 29, 2027
Location: Kentucky
Posted on: vss.ky.gov
Notice ID: 758 2700000097

The original documents

Deadline: January 29, 2027

See the original on vss.ky.gov

Bidding it yourself? Get the full package and submit on vss.ky.gov before January 29, 2027.

What they need

PlatformVoice, email, chat, SMS, multilingual IVR, CRM, call recording, workforce management, analytics, and reporting; retain existing Genesys Cloud CX/Oracle RightNow integrations or provide an equivalent solution.
Estimated scale650 concurrent agent licenses, 150 concurrent supervisor licenses, and 3,500 telephony lines; approximately 30 million managed-service talk minutes annually.
StaffingTier 1 and Tier 2 agents, supervisors, quality analysts, and managers under managed services, managed staffing, and staff augmentation models. Managed operations must be within the continental U.S., with at least 75% of staff in Kentucky.
TransitionPort approximately 32 toll-free numbers plus local numbers; migrate IVRs, integrations, five years of historical data, and approximately 350 knowledge articles. Target launch is 6–8 months after contract execution.
Support and securityHIPAA-compliant service, English/Spanish support, accessible interfaces, U.S. data storage, 24/7 monitoring, and at least 99.5% system uptime.
PricingItemize implementation, monthly maintenance, concurrent licenses, tiered telephony minutes, managed-service talk minutes and digital contacts, and hourly staffing rates. Initial term is three years, with three optional two-year renewals.

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Got it.

You send a priceOne number, before January 29, 2027.
We bid itXL Eagle submits the bid as the main contractor.
You do the workIf it is awarded, you do the job as our subcontractor.

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Past history: who won IT Services & Software work in Kentucky

Recent federal contract awards (federal buyers) in the same industry in Kentucky, from USAspending.gov. These are comparable jobs, not earlier rounds of this exact solicitation.

Typical award: $14K to $624Kmiddle half of 15 recent awards · median $45K

Who won	Amount	Buyer	Date
Document Storage Systems, INC.EO 14398 OY4 DSS IVX	$12,548	Department of Veterans Affairs	Dec 2026
New Tech Solutions, INC.Lease and maintenance, and technical support of NEW cut-sheet, toner-based monochrome production printers with…	$315,954	Internal Revenue Service	Nov 2026
Strategic Communications LLCRequest for additional break-fix equipment to sustain court operations.	$1,792,494	Offices, Boards and Divisions	Oct 2026
Applied Digital Solutions INCNice server replacement	$14,999	National Aeronautics and Space Administration	Oct 2026
Bct Partners LLCFY27 teleradiology services	$11,060	Federal Prison System / Bureau of Prisons	Oct 2026
Bct Partners LLCFY27 B1 BCT partners x-ray services OCT - DEC 26	$7,500	Federal Prison System / Bureau of Prisons	Oct 2026
Bct Partners LLCFY27 B1 BCT partners x-ray films	$3,194	Federal Prison System / Bureau of Prisons	Oct 2026
Hill-Rom, INC.Base plus 2 navicare nurse call system maint and repair	$44,767	Department of Veterans Affairs	Oct 2026

Losing bids are not made public on most government buys, so only the winner and price are shown.

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