Skip to main content

Bell and Genesys announce federal government contact centre contract

Published Date

Genesys and Bell logos

Ottawa (ON) and Montréal (QC) – March 3, 2026 – Bell, Canada’s largest communications company,1 and Genesys®, a global leader in customer experience and cloud contact centre solutions, today announced the award of a major contact centre modernization contract for the Government of Canada, marking 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 (ESDC), the Canada Revenue Agency (CRA) and Immigration, Refugees and Citizenship Canada (IRCC). 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 new system will empower organizations by providing enhanced analytics capabilities and smart technology that supports agility and continuous improvement.  

Key benefits over time include: 

      • Enhanced resiliency and security, with all data processed and hosted within Canadian data centres, ensuring compliance with Canada's data sovereignty requirements. 
      • A unified platform for agents across departments, enabling faster onboarding and continuous improvement. 

Read the complete press release. To find out more about changes and improvements in contact centre technology, please contact your Bell representative or visit our dedicated contact centre solutions site. 

1 Based on total revenue and total combined customer connections.