Request for Proposals (RFP)
Cloud Hosted VoIP Telephone System and Related Services
Issued By: Southern Tier Central Regional Planning & Development Board (STC)
8 Denison Parkway East, Suite 310 Corning, NY
Contact: Chelsea Robertson, Executive Director at crobertson@stcplanning.org
RFP Issue Date: October 7, 2026
Proposal Due Date: October 23, 2026
Section I – Background
The Southern Tier Central Regional Planning & Development Board (STC) is seeking proposals from qualified telecommunications vendors for the supply, installation, configuration, training, and ongoing support of a cloud-hosted Voice over Internet Protocol (VoIP) telephone system. The selected solution will replace STC’s existing telephone service and provide enhanced communications functionality for office-based, hybrid, and remote staff operations. STC reserves the right to reject any and all proposals and to award the contract in the best interest of the organization.
Section II – System Requirements
The proposer shall provide a complete cloud-hosted VoIP solution that includes all hardware, software, implementation services, training, and ongoing support necessary for successful operation.
1. Core System Requirements
The proposed solution shall:
• Be a fully functional cloud-hosted VoIP telephone system.
• Include all licensing and software required for operation.
• Port all existing STC telephone numbers into the new system.
• Provide a scalable platform capable of accommodating future users and locations.
• Support both office and remote work environments.
2. Telephone User Devices
The proposal shall include pricing and specifications for:
a. Administrative/Reception Phone
• One (1) receptionist or primary-answering position phone.
• Attendant console capability for managing incoming calls.
• Large display and user-friendly call management features.
• Multiple call appearance and transfer capabilities.
b. Staff Telephones
• Up to six (9) staff desk telephones.
• Speakerphone functionality.
• Headset compatibility.
• Caller ID and call management features.
c. Conference Room Device
• One (1) conference room phone suitable for meetings and conference calls.
• Microphone and speaker coverage appropriate for conference room use.
• Ability to support multi-party conference calls.
d. Mobile and Softphone Access
• Softphone licensing for staff computers.
• Mobile applications for Android and iPhone devices.
• Ability for users to make and receive calls remotely while maintaining office extensions and caller identification.
3. Telephone Features
The proposed system shall support:
• Automated attendant/auto receptionist.
• Business hours and after-hours call routing.
• Extension dialing between users.
• Call transfers.
• Call forwarding.
• Call hold and call park.
• Voicemail.
• Three-way and multi-party conferencing.
• Intercom functionality.
• Employee directory and search-by-name functionality.
• Simultaneous ring to office and mobile devices.
• Caller ID.
Emergency Services
The system shall provide:
• E-911 functionality.
• Compliance with applicable federal and state emergency calling requirements.
• Ability to update user locations when working remotely.
4. Fax Services
The proposal shall include:
• Porting of existing fax number(s).
• Electronic fax (e-fax) capabilities.
• Ability to send and receive faxes via email.
• Secure storage and retrieval of fax transmissions.
5. Voicemail Services
The proposed system shall provide:
• Individual voicemail boxes for each user.
• Visual message waiting indicators.
• Remote voicemail access.
• Voicemail-to-email delivery.
• User-configurable greetings.
• Password protection and administration tools.
• Direct transfer of callers to voicemail boxes.
6. Microsoft 365 Integration
The proposed solution should include compatibility with Microsoft 365 and identify available integrations, including:
• Outlook contacts integration.
• Calendar integration.
• Click-to-dial functionality.
• Microsoft Teams integration, if available.
• Presence synchronization, if available.
7. Call Reporting and Administration
The system shall provide:
• Web-based administrative portal.
• User management functions.
• Call detail reporting (CDR).
• Call activity analytics.
• Exportable reporting formats including Microsoft Excel and CSV.
• Centralized administration for all users and devices.
8. Installation and Implementation
The successful proposer shall:
• Furnish all labor, supervision, materials, equipment, and services necessary for implementation.
• Configure and test all components.
• Coordinate telephone number porting activities.
• Install any necessary networking components required for operation.
• Conduct system testing prior to deployment.
• Provide implementation schedules and project milestones.
9. Equipment Requirements
Proposals shall identify all required equipment, including:
• IP telephones
• Conference phones
• Power-over-Ethernet (PoE) switches, if required
• Network hardware
• Other necessary components
All equipment shall be new and in current production. Refurbished, remanufactured, or demonstration equipment will not be accepted.
10. Training
The successful proposer shall:
• Train all staff users.
• Provide administrator-level training.
• Supply user guides and documentation.
• Provide remote or on-site training sessions as necessary.
11. Ongoing Service and Technical Support
Proposals shall describe:
• Help desk services.
• Technical support availability.
• Escalation procedures.
• Response times.
• Service Level Agreements (SLAs).
• Software updates and maintenance procedures.
• Dedicated account management, if available.
The proposal shall identify how services will integrate with STC’s existing IT support provider.
12. Warranty
The proposer shall provide:
• Minimum one-year warranty on all installed hardware.
• Coverage for parts, labor, and related service costs.
• Single point of contact for warranty support.
• Escalation procedures for unresolved issues.
• Documentation of manufacturer warranties.
13. Optional Services
Provide separate pricing for:
• Direct inward dial (DID) telephone numbers.
• Additional user licenses.
• Call recording services.
• Additional conference room phones.
• Contact center functionality.
• Microsoft Teams direct routing or Operator Connect solutions.
• Future office expansion services.
Section III – Proposal Requirements
Proposals shall include:
Company Information
• Company overview.
• Years in business.
• Experience with public-sector clients.
• Experience implementing cloud-hosted VoIP systems.
Technical Proposal
• Description of proposed solution.
• Hardware specifications.
• Software specifications.
• Security features.
• Microsoft 365 integration capabilities.
Cost Proposal
Clearly identify:
One-Time Costs
• Hardware
• Installation
• Programming
• Number porting
• Training
Recurring Costs
• Monthly service charges
• Licensing fees
• Support fees
• Optional service costs
References
Provide at least three (3) client references for similar projects, including:
• Organization name
• Contact person
• Email address
• Telephone number
• Scope of project
Section IV – Instructions to Proposers
Proposals shall be submitted electronically in PDF format no later than 4pm on October 23rd to:
Chelsea Robertson, Executive Director
Southern Tier Central Regional Planning & Development Board
crobertson@stcplanning.org
607-962-5092
Questions regarding this RFP shall be submitted in writing to the contact identified above.
Proposal Submission
Proposals shall be submitted electronically in PDF format to:
crobertson@stcplanning.org
Subject Line:
STC VoIP Telephone System Proposal
Section V – Evaluation Criteria
Proposals will be evaluated based upon:
Criteria Weight
Technical Solution and Functionality 35%
Vendor Experience and Qualifications 20%
Implementation Approach 15%
Support and Maintenance Services 15%
Cost 15%
STC may request interviews, demonstrations, references, or additional information from proposers prior to award.
Section VI – Insurance Requirements
As a condition of contract award, the successful proposer shall provide certificates of insurance demonstrating:
• Commercial General Liability: $1,000,000 per occurrence.
• Automobile Liability: $1,000,000 combined single limit.
• Workers’ Compensation as required by New York State law.
• Professional Liability (if applicable): $1,000,000.
STC shall be named as an additional insured where appropriate.
Section VII – Reservation of Rights
STC reserves the right to:
• Reject any or all proposals.
• Waive informalities and minor irregularities.
• Request clarification of any proposal.
• Negotiate with one or more proposers.
• Cancel or reissue this solicitation.
• Award a contract in whole or in part.
• Make the award deemed most advantageous and in the best interest of STC.