SAM #36C10B26Q0368

VA Seeks Input for Enterprise Service Desk Managed Contact Center Infrastructure Solution

The Department of Veterans Affairs (VA) Technology Acquisition Center NJ is seeking industry input for a future procurement of an Enterprise Service Desk Managed Contact Center Infrastructure (CCI) solution. - Government Buyer: - Department of Veterans Affairs, Technology Acquisition Center NJ - OEMs Mentioned: - NICE (CXOne platform) - Medallia - ServiceNow - Products/Services Requested: - Fully managed, integrated contact center infrastructure solution - Multichannel contact handling (voice, chat, SMS, etc.) - Intelligent routing and IVR - Real-time reporting and analytics - Secure access and integration with VA systems - Quality management, recording, and monitoring - NARA-compliant storage - Agent and supervisor desktop tools - Workforce management and virtual call queue - Automated surveys, SMS chat, computer telephony integration, screen capture - Advanced AI-driven features (conversational AI, predictive routing, workforce engagement management, hyper-personalized customer experience, intelligent process automation, knowledge intelligence, real-time operational intelligence, integrated service management, simulation-based agent training, experience orchestration) - Unique/Notable Requirements: - Integration with NICE CXOne, Medallia, and ServiceNow - Support for future enhancements and advanced AI capabilities - NARA-compliant data storage and robust quality management - Recommendations for licensing models and strategic opportunities for future capabilities

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 and change management processes, addressing security vulnerabilities, and staying current with OEM releases. The solution must include complete call management capabilities, service observation, required Site Reliability Engineering (SRE), and support for operational disruptions, while also supplying all associated documentation and reports. The Contractor must deliver comprehensive performance analysis and reporting across the CCI solution, ITSM, and ESD vendor operations, using automated monitoring tools, defined metrics, surveys, and trend analyses to assess service quality, Service Level Agreement (SLA) adherence, and customer satisfaction. The Contractor must also maintain robust data management practices, provide dashboards and reporting interfaces, support quality assurance reviews, and ensure continuity through coordinated disaster recovery, contingency, and escalation plans aligned with VA standards. The CCI Solution has the following core capabilities: Intelligent Routing & Queuing Interactive Voice Response (IVR) Quality Management Recording & Monitoring Storage Requirements Agent Features Remote & End User Training Supervisor Tools Agent & Supervisor Desktop Tools Web Chat Core Capabilities Workforce Management (WFM) Virtual Call Queue Automated Call Survey Text (SMS) Computer Telephony Integration (CTI) Screen Capture Enhanced Features Details for each capability are extensively described in the original document, covering features such as skills-based routing, natural language understanding, call recording, storage, agent tools, chat, workforce management, and future AI-driven capabilities. 3.2 Future Capabilities The CCI solution requires integration, testing, and implementation of VA-approved Artificial Intelligence (AI), Machine Learning (ML), Robotic Process Automation (RPA), Speech/Sentiment Analytics, or third-party applications using industry-standard APIs and agile processes. Anticipated future capabilities include: Conversational AI (Voice & Chat) AI Intent-Based Routing Predictive Routing Journey-Aware Routing Proactive and Predictive Service Workforce Engagement Management Hyper-Personalized Customer Experience Intelligent Process Automation Knowledge Intelligence Real-Time Operational Intelligence Integrated Service Management Simulation-Based Agent Training Experience Orchestration 4.0 Submittal Instructions All responsible sources may submit a capability statement in accordance with the information below. Interested parties shall provide a maximum of five pages briefly addressing their recommended solution and approach. All responses should at minimum provide: Recommended approach to maintaining, enhancing, and/or replacing ECO's current CCI solution and associated benefits/risks to this approach Flexible cost-effective Firm-Fixed-Price licensing models for the CCI solution to support fluctuating helpdesk agents and other users Strategic opportunities for future capabilities and enhancements Recommended contract vehicle Company business size and status Responses are due no later than 10:00AM ET Monday, May 4, 2026, via email to: Dan DiNocera, Contract Specialist, at Daniel.dinocera@va.gov Andrea Caltabilota, Contract Specialist, at Andrea.Caltabilota@va.gov Evan Schlisserman, Contracting Officer, at Evan.Schlisserman@va.gov Please submit all responses via email using the subject line "ECO CCI Solution- Capability Statement" and provide a Point of Contact, if needed.

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