CALL QUEUE MANAGEMENT SYSTEM

The Senate of Canada issued a Request for Information (RFI) under solicitation number SEN-027 26-27 to identify modern Call Queue Management solutions to replace its current platform. The primary objective is to find a system that integrates with Microsoft Teams telephony and supports a bilingual English and French caller experience. The Senate is seeking data on technical capabilities, including intelligent skills-based routing, IVR menus, agent and supervisor tools such as real-time monitoring and call recording, and omnichannel support for voice, email, chat, and SMS. Additionally, the RFI explores various hosting models, including SaaS, public cloud, and hybrid architectures, while requesting information on security certifications and data residency. This process is conducted solely for information and planning purposes and does not constitute a formal solicitation or a contractual obligation. While the Senate is requesting indicative pricing for budgetary planning, this information will not be evaluated or compared as part of the RFI. Responses were due by September 30, 2026, and must be submitted in softcopy format via email to the contracting authority. Any information submitted becomes the property of the Senate of Canada, though proprietary markings will be respected. If a future competitive procurement is launched, the Senate intends to utilize a best-value award basis, though the final acquisition strategy and evaluation methodology remain undetermined.