Notice of Intent - Sole Source - 673rd CS/SCXP T-Metrics Upgradeview on SAM.gov

Notice of Intent to award a sole source requirement 673rd CS/SCXP T- Metrics Upgrade to T-Metrics, Inc (UEI: PLA5ANKFM4K3 ). This proposed contract action is for T-Metrics SIP licensing (including T-Metrics Agent Module v.3 SIP enabled software), SIP trunking integration modules, and professional services to upgrade the current contact center environment for which the Government intends to solicit and negotiate with only one source. DESCRIPTION OF REQUIREMENT The requirement is to procure the necessary T-Metrics SIP licensing (including T-Metrics Agent Module v.3 SIP enabled software), SIP trunking integration modules, and professional services to upgrade the current contact center environment. The upgrade will eliminate legacy digital/analog hardware tapping, transition the facility to IP-based softphones, and integrate directly with DoW/DHA Session Border Controllers (SBCs). The estimated total value of this acquisition is $80,000. A contract action is contemplated on a sole source basis under the authority of Revolutionary Federal Acquisition Regulation Overhaul (RFO) 6.103-1, Only One Responsible Source, and 41 U.S.C. 3304(a)(1). Based on market research and program needs, T-Metrics (or its authorized resellers) has been identified as the only responsible source capable of meeting the requirements for this effort. The 673 Medical Group currently utilizes the T-Metrics ACD platform as its mission-critical contact center solution for patient appointing, nurse advice, emergency triage, and pharmaceutical distribution. The current infrastructure represents a significant prior Government investment in proprietary T-Metrics routing scripts, Interactive Voice Response (IVR) trees, agent configurations, and historical reporting databases. This requirement is strictly an upgrade to the transport layer (Analog to SIP) of this existing footprint. Procuring a SIP contact center solution for any brand other than T-Metrics would require a complete "rip-and-replace" of the existing system, resulting in: Substantial Duplication of Cost: The Government would have to procure entirely new core ACD servers, repurchase agent licenses, and fund hundreds of hours of professional services to rebuild existing IVR workflows and retrain all contact center personnel. Unacceptable Delays and Mission Impact: Transitioning to a non-T-Metrics platform would require extended downtime and phased cutovers that threaten the continuity of critical healthcare communications and hotlines. Proprietary Constraints: The existing T-Metrics database and software source code are proprietary to T-Metrics. No third-party vendor can legally modify the existing T-Metrics core software to accept direct SIP trunking without replacing the entire system. Based on this research, the practical near-term market option that can safely and efficiently meet 673 Medical Group requirements is the incumbent T-Metrics solution, supporting a sole source acquisition approach while longer-term options are e…