BCE Inc. announced that its subsidiary Bell has been awarded a major contract to modernize contact centres for the Government of Canada using the cloud-based platform from Genesys.

The project will deploy the Genesys Cloud AI-powered experience orchestration platform to upgrade contact centre operations across several key federal departments, including Employment and Social Development Canada, the Canada Revenue Agency, and Immigration, Refugees and Citizenship Canada. These agencies handle services used by millions of Canadians, including tax, benefits, and immigration enquiries.

Under the initiative, Bell will provide deployment, management, and operational support for a secure, cloud-based system hosted entirely within Canadian data centres. The platform is designed to improve service delivery through unified agent systems, enhanced data security, and AI-driven insights that help departments better manage interactions with citizens.

The modernization effort aims to create a consistent digital service platform across government agencies while supporting Canada’s data sovereignty requirements. Officials say the project represents a significant step toward improving digital access to public services and increasing efficiency in federal contact centre operations.

CNW