DE01--Enterprise Service Desk Managed Contact Center Infrastructure (CCI)

The Department of Veterans Affairs Enterprise Command Operations (VA ECO) is issuing a Sources‑Sought Request for Information (RFI #36C10B26Q0368) to gather market input for a future solicitation to provide an Enterprise Service Desk Managed Contact Center Infrastructure (CCI) solution. The RFI seeks vendor recommendations on how to maintain, enhance, or replace the existing NICE CXOne‑based CCI platform, including a detailed approach, associated benefits and risks, flexible firm‑fixed‑price licensing models that accommodate fluctuating help‑desk agents and users, strategic opportunities for future capabilities, and a preferred contract vehicle. Respondents must also describe how their solution will handle call‑flow design, automated messaging, VA firewall and change‑management compliance, security vulnerability mitigation, OEM updates, full call‑management and Site Reliability Engineering (SRE) support, and comprehensive performance analysis and reporting (automated monitoring, metrics, surveys, trend analysis, SLA adherence, and customer‑satisfaction reporting). Responses are limited to five pages, must identify the vendor’s business size and status, and are due by 10:00 a.m. ET on Monday, May 4 2026. Submissions should be emailed with the subject line “ECO CCI Solution‑Capability Statement” to the three listed VA contract officials. This RFI is for information only; no offers may be accepted, and participation is voluntary.

Notice ID

ad601fbf33e14d509408660e82e99018

Solicitation Number

36C10B26Q0368

NAICS Code

541512

Classification Code

DE01