Bell Announces Federal Contact Centres Contract Powered by Genesys

Bell announced the award of a major contact centre modernization contract for the Government of Canada. The initiative will be powered by Genesys, a global cloud leader in AI-Powered Experience Orchestration. This marks a pivotal step forward in the Government of Canada's efforts to improve service delivery with the use of digital tools.

The Government of Canada is focused on enhancing digital service delivery to meet the growing demand for digital access to services. Following competitive procurement processes, Bell, leveraging the AI-powered Genesys Cloud experience orchestration platform, has been awarded contracts to modernize the contact centres serving Canadians across key federal departments: Employment and Social Development Canada, the Canada Revenue Agency and Immigration, Refugees and Citizenship Canada. Together, these departments represent the Government of Canada's most critical front doors to services relied upon by millions of Canadians and newcomers to Canada.

The multi-department rollout is expected to provide the foundation for enhanced client service — from benefits and tax enquiries to immigration and social services. This initiative represents a significant step in modernizing contact centres across the federal government.

Leveraging the Genesys Cloud platform and Bell's deployment and management expertise, the solution offers a secure, resilient, and consistent platform hosted in Canada, underscoring a commitment to Canadian data sovereignty. The secure and scalable solution will help drive efficiency through a unified platform and leverage responsible AI that provides deeper insights to help them continuously innovate and enhance service.

Key benefits over time include:

"We're proud to partner with Shared Services Canada to bring a modern, cloud-first solution to the Government of Canada. This transformation is all about people, ensuring the Government of Canada is best placed to deliver innovation that supports Canadians in the moments that matter most."

- Costa Pantazopoulos, VP, Product, Bell

"Modernizing public service delivery requires intelligent orchestration across every channel. With Genesys Cloud, the Government of Canada is building a secure, AI-powered foundation that unifies engagement, enables real-time insights and drives more responsive, resilient service experiences for Canadians."

- Michael Wiesblatt, VP and Country Manager, Canada, Genesys

Source: Bell media announcement