This bid is for a Five9 call center software renewal at the Nancy S. Grasmick Building, 200 W. Baltimore Street, Baltimore, Maryland 21201.
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What the job is
Term: November 15, 2026–November 14, 2027.
Licenses: 5 Five9 Core Voice Contact Center concurrent users, 2 VCC Supervisor concurrent users, and 1 VCC Administrator concurrent user.
Phone service: 1 US DID number supporting a multi-extension help desk line with voicemail for internal staff and external customers.
Additional services: 5 hours of Technical Account Management, 6 VCC Recording Storage subscriptions for one year, and 1 Secure RTP (SRTP) domain.
Vendor qualification: Authorized Five9 reseller.
Accessibility and hosting: WCAG 2.1 Level AA compliance with ongoing accessibility support; data processing and storage within the continental United States; annual SOC 2 Type II audit.
Pricing: Please itemize each service and include all costs for the full year.
XL Eagle