Enterprise Service Desk and Contact Center Infrastructure RFI
United States of America > VETERANS AFFAIRS, DEPARTMENT OF > TECHNOLOGY ACQUISITION CENTER NJ (36C10B)
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Description
The Department of Veterans Affairs is conducting market research for a potential future acquisition combining Enterprise Service Desk Tier 0/1 support with Contact Center Infrastructure management. The contemplated scope includes multichannel incident and service-request intake, triage, resolution and routing; knowledge management; workforce management; ACD/IVR and telephony; contact recording and quality management; platform administration; analytics and reporting; ITSM and customer-experience integrations; identity verification; transition services; continual service improvement; and expanded AI-enabled self-service and automation. Respondents are asked to recommend an integrated or separate operating and contract model, address transition from the current two-prime environment, compare NICE CXone and Genesys, discuss Medallia and automated quality assurance, propose safeguards for outcome-based or automation-linked billing, and provide a five-year rough order of magnitude with platform, staffing, transition, automation, and oversight assumptions. Responses are limited to 25 pages, may not include marketing materials or generic capability statements, and must address the specified RFI questions. This is an RFI for planning purposes only and is not a solicitation or request for binding offers.
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Documents
| Title | Date Posted |
|---|---|
| 36C10B27Q0035.docx | Oct 07, 2026 12:00 PM |
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