IFB FTB-2627-00911 Genesys Software Subscriptions and Application Support Services

The California Franchise Tax Board (FTB) is soliciting bids for the renewal and procurement of Genesys software subscriptions and application support services to maintain its Enterprise-Wide Customer Service Platform II Contact Center Platform (CCP). The scope includes various Genesys products such as Framework, Voice Platform, Reporting, Nuance Speech Recognizer, and Workforce Management, with integrations for Qfiniti and Mindful Callback. Software subscriptions are paid annually in advance, while professional services are billed in arrears on a time-and-materials basis, capped at $20,000.00. Work may be performed at the FTB Central Office in Sacramento or remotely within the United States, with a requirement for 24/7 support availability. The contract will be awarded to the responsive and responsible supplier who meets all mandatory administrative, qualification, and support plan requirements and offers the lowest net cost. Bidders must submit mandatory documentation, including minimum qualifications, a support plan, a resume shell, and a confidentiality statement. Evaluation includes preferences for California Small Businesses and Disabled Veteran Business Enterprises (DVBE), though the DVBE program is waived for this solicitation while the incentive remains. All deliverables must comply with WCAG 2.1 Levels A and AA accessibility standards and be provided in MS Word, PDF, PowerPoint, and CSV formats. Final bids are due by November 24, 2026.