Description

Request for Information Enterprise Service Desk Managed Contact Center Infrastructure TAC RFI Number: 36C10B26Q0368 1. Introduction The Department of Veterans Affairs (VA) Enterprise Command Operations (ECO) is issuing a Request for Information (RFI) in support of a planned future solicitation for its Enterprise Service Desk Managed Contact Center Infrastructure (CCI) solution. ECO is seeking feedback and engagement from interested parties. See Section 3 for CCI Solution capabilities and anticipated future capabilities. This RFI is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the Government as to the ultimate acquisition approach. In accordance with (IAW) Federal Acquisition Regulation (FAR) 15.101(c), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. The purpose of this RFI is to obtain market information on capable sources of supply, industry practices, and input specific to the information provided. The Government is not responsible for any cost incurred by industry in furnishing this information. All costs associated with responding to this RFI will be solely at the interested party s expense. Not responding to this RFI does not preclude participation in any future Request for Proposals, if any is issued. Any information submitted by respondents to this RFI is strictly voluntary. All submissions become Government property and will not be returned. Any proprietary/sensitive information must be clearly marked by the vendor. 2. Disclaimer The Government will not reimburse any costs incurred in responding to this market research request. Participation is voluntary, and non-response will not preclude participation in any future solicitation. The Government may use the information received to refine requirements, acquisition strategy, and solicitation structure 3. CCI Solution Capabilities The current CCI solution utilizes the NICE CXOne platform. Additional features and enhancements leverage Medallia and fill integration with VA s IT Service Management (ITSM) tool, currently ServiceNow. 3.1 Current Capabilities The VA operates in a multi vendor environment in which contractors must work collaboratively, using non proprietary materials and coordinated processes to ensure seamless, consistent service delivery. The CCI Contractor must fully cooperate with all stakeholders, participate in required joint activities, align with VA governance, share deliverables, and support coordinated handoffs and continuous service improvements across vendors. The CCI Contractor will provide and maintain a fully integrated up to date CCI solution that interoperates with VA systems, supports multi channel contact handling, delivers intelligent routing, real time reporting, and secure access for both onsite and remote agents. They are responsible for designing and updating call flows and automated messages, ensuring compatibility with VA firewalls …

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• Attachment 1