2020-TF-004 - Request for Proposals (RFP) – Contact Centre as a Service  (2020-TF-004)

Request for Proposals (RFP) – Contact Centre as a Service  

About Farm Credit Canada 

FCC is Canada’s leading agriculture and food lender, with a healthy loan portfolio of more than $38 billion. Our employees are dedicated to the future of Canadian agriculture and food. We provide flexible, competitively priced financing, management software, information and knowledge specifically designed for the agriculture and food industries. As a self-sustaining Crown corporation, we provide an appropriate return to our shareholder, and reinvest our profits back into the industries and communities we serve. Visit  fcc.ca  or follow us on  Facebook ,  Instagram ,  LinkedIn , and on Twitter  @FCCagriculture . 

  RFP Scope:  

  As customer needs continually evolve, FCC must keep up and adapt with ever changing trends in providing customers with an exceptional customer service experience. One key area of focus is FCC’s contact centre solution and incorporating a solution that not only meets todays needs but is flexible enough to enable us to grow and easily adapt to our customers’ needs. FCC’s current contact centre solution is functional and meets our core requirements, however there are issues and constraints which are not easily addressed. As a result, FCC has determined that a “Contact Center as a Service (CCaaS)” model would be ideal in meeting our existing and future needs. CCaaS is a cloud-based customer experience solution that allows companies to utilize a contact center provider's software. A CCaaS model will allow FCC to purchase only the technology we need, which has many benefits including less reliance on internal IT support, the ability to incorporate system changes quickly and provides the opportunity for staff to work from anywhere.  

RFP Schedule:  

  RFP issue date: Feb 13, 2020  

Vendor questions accepted until: Feb 21, 2020 at 2:00 PM  

RFP closing date and time: Mar 9, 2020 at 2:00 PM   

Note: All times are CST, Saskatchewan.  

Vendors should note that: 

this opportunity notice references a non-binding, competitive RFP, not a call for tenders. FCC is not obligated to proceed with the work described in the RFP scope, and may cancel the RFP at any time. 

FCC’s procurement process allows for negotiation between FCC and one or more vendors, prior to awarding a contract. 

Requesting the RFP Document:

Capable vendors who are interested in receiving a copy of the RFP document are to contact:

Tera Fernandez 

Procurement and Vendor Manager 

Farm Credit Canada

procurement@fcc-fac.ca  

Note:  Vendors do not receive the RFP document by registering for the list of interested suppliers (“LIS”) on buyandsell.ca. Vendors must request the RFP document through FCC’s designated RFP contact.