Enterprise Contact Center Replacement Services
United States of America > HOMELAND SECURITY, DEPARTMENT OF > US CITIZENSHIP AND IMMIGRATION SERVICES > USCIS CONTRACTING OFFICE(ERBUR)
Original Solicitation Links
70SBUR27I00000002
]enterprise customer experience 2 (ecx) 2 - request for information (rfi)
Contact
Submission Instructions
Description
USCIS is conducting market research for a replacement Enterprise Customer Experience (ECX2) contact center solution. The anticipated scope includes design, development, migration, configuration, testing, optimization, and operation of a FedRAMP-authorized cloud contact center supporting voice, IP-TTY, web chat, email, SMS, and social media, with intelligent routing, IVR, self-service, workforce management, analytics, reporting, and disaster recovery. The system is expected to integrate with Salesforce, ServiceNow, and USCIS systems; support large-scale operations and remote agents; and meet stringent availability, cybersecurity, and AI compliance needs. Respondents are asked to describe their corporate capabilities and relevant experience, proposed architecture and implementation approach, omnichannel and AI capabilities, pricing and total cost of ownership, integrations, reliability, security, and support. This is an information-gathering notice, not a request for proposals or a commitment to award a contract. Responses are limited to seven pages and must be submitted as a PDF by email.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Within the last 3 years
- Client point of contact required for each reference
Documents
| Title | Date Posted |
|---|---|
| Attachment_70SBUR27I00000002_RFI_ECX2.pdf | Oct 28, 2026 12:00 PM |
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