Unified Communications and Contact Center Solutions

Sourcewell, a Minnesota-based local government cooperative, is soliciting proposals for Unified Communications and Contact Center Solutions through RFP 092926 to establish a master agreement framework for use by its wide network of Participating Entities, which include thousands of governmental, educational, nonprofit, tribal, and public agencies across the United States and Canada. Proposals must be submitted exclusively through the Sourcewell Procurement Portal by September 29, 2026, at 3:30 p.m. Central Time, and late or non-portal submissions will be rejected. The resulting master agreement will have a base term of four years, with potential for up to three one-year extensions, and Sourcewell retains the right to consider further extensions under exceptional circumstances. The estimated annual transaction volume for all resulting agreements is $40 million, though this is an anticipated volume, not a guaranteed ceiling. Proposers must offer turn-key solutions encompassing unified communications such as VoIP, UCaaS, video/audio collaboration, mobility, mass notification, and enhanced messaging, along with contact center capabilities including CCaaS, omnichannel routing, interactive voice response, real-time analytics, and reporting. Solutions must support premises-based, cloud-based, or hybrid environments and may include AI-enabled features only when directly integrated into the core offering. All products and services must comply with current safety and regulatory standards, carry an industry-standard or better warranty, and any deviations from norms must be justified with equivalent performance documentation. Proposals will be evaluated based on a comprehensive set of weighted factors including conformance to RFP requirements (a mandatory pass/fail gate), financial viability, ability to deliver, marketing plan, value-added attributes, depth and breadth of solutions, and pricing. The Sourcewell Evaluator Scoring Guide, accessible through the procurement portal, governs the detailed scoring methodology. Pricing must be structured using one or more of four models: line-item pricing with published MSRP and master agreement pricing, percentage discounts from catalog offerings, subscription or consumption-based rates for cloud services, or transaction-based pricing tied to usage metrics like call minutes or SMS messages. All proposers are required to upload a detailed price sheet and must be prepared to pay Sourcewell an administrative fee of 1% to 2% of quarterly sales to Participating Entities, with flat fees permitted in some cases. Sourcewell actively encourages participation from Small, Minority-owned, Women-owned, and Veteran-owned Business Enterprises as both primes and subcontractors. Proposers may submit redlined exceptions to the Master Agreement