Contact Center as a Service Products and Services
Key Dates
Due Date
-
Posted Date
-
Agency & Value
Agency
TECHNOLOGY ACQUISITION CENTER NJ (36C10B)
Contract Value
Not provided
Codes & Classification
Solicitation Number
VA-26-00006714
NAICS
518210 - Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
Classification Code
DA10
Additional Details
Documents3
The Department of Veterans Affairs (VA), through its Office of Information & Technology (OIT), Connectivity & Collaboration Services (CCS), Unified Communications division, has issued a Sources Sought notice seeking information from industry regarding Contact Center as a Service (CCaaS) products and services. This notice, identified by procurement number VA-26-00006714, is intended solely for information and planning purposes and does not constitute a solicitation or a commitment to procure any supplies or services at this time.
The VA’s initiative is a mission-critical project aimed at stabilizing and enhancing the technical and service delivery capabilities of its contact centers, particularly those connecting VA professionals with Veterans experiencing mental health crises or suicidal ideation. The broader objective is to improve the overall Veteran experience across all VA Enterprise Contact Centers by leveraging advanced, cloud-based contact center technologies.
The scope of the requirement encompasses the expansion, implementation, and deployment of the VA’s current FedRAMP-authorized CCaaS platform. Key deliverables include the integration of new telephony circuits, monitoring tools, call recording capabilities, workforce management solutions, and voice analytics. The VA envisions a CCaaS solution that is delivered as a subscription service over the internet, with the vendor responsible for hosting, maintaining, and updating the infrastructure and reliability stack. This approach allows for scalable and flexible contact center operations without the need for significant capital investment in on-premises hardware or traditional PBX/ACD systems.
Essential features sought in the CCaaS solution include:
- Omnichannel routing (voice, email, chat, SMS, social media)
- Interactive Voice Response (IVR) and intelligent call routing
- Workforce management and quality monitoring
- AI-driven functionalities such as bots, transcription, and sentiment analysis
- Integration with Customer Relationship Management (CRM) and Unified Communications (UC) platforms
- Real-time and historical analytics
The VA will staff the contact centers, while the selected vendor will provide and maintain the technological platform and associated services.
This notice is classified under NAICS Code 518210 (Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services), with Product Service Code DA10. The place of performance is Washington, District of Columbia (DC), United States. There are no set-aside requirements specified for this opportunity, making it open to all qualified vendors.
The contracting entity is the Technology Acquisition Center NJ (36C10B), a federal office within the Department of Veterans Affairs. Interested parties may direct inquiries or submit responses to the primary contact, Shakiya Harris ([email protected], 512-981-4021), or the secondary contact, Mary Accomando ([email protected], 512-981-4449).
Contractors considering this opportunity should note that this is a preliminary request for information and not a solicitation. The VA is not accepting proposals, quotes, or bids at this stage, and participation in this RFI does not preclude involvement in any future procurement actions. The VA encourages interested vendors to monitor the Governmentwide Point of Entry (SAM.gov) for updates and potential future solicitations related to this requirement.
For further details and access to attachments, contractors may refer to the official notice at https://sam.gov/opp/5d820892abe148988aaa743129d84e80/view.
This opportunity is particularly relevant for firms with expertise in cloud-based contact center solutions, FedRAMP compliance, and advanced communications technologies, and who are capable of supporting large-scale, mission-critical federal projects focused on improving service delivery and outcomes for Veterans.