Platform as a Service Agreement -In Support of the CEBA Call Centre

In order to provide the Call Centre services under Schedules A-31 and A-1 platform services are required consisting of Amazon Connect, NICE IEX and other AWS components which together form the CEBA Call Centre technology solution primarily through a supported browser to provide call centre services for the CEBA program.  Features and functionalities of the platform services required include:  telephone inbound and outbound calling capabilities, custom IVR and call flow, custom agent control panel for inbound calls using unified agent portal, security integration, virtual call hold.   These services were provided under the PaaS Agreement and subsequent Service Orders 001 and 002. Amendments to Service Order 001 include the additional funds and extension of the call centre platform services ultimately out to January 31, 2023.  Amendments to add Service Order 002 for additional platform services required to provide agent based voice campaigns, acqueon engagement capabilities, agent desktop and reporting effective November 2020 with subsequent amendments to include additional funds and extion of these services out ultimately to March 31, 2022. Purchase Order Number 71971