Notice ID: 36C10B21Q0486
“The Department of Veterans Affairs (VA), Office of Information and Technology (OIT), Development, Security, and Operations (DevSecOps) Information Technology Operations and Service (ITOPS) Solution Delivery (SD) Unified Communications Infrastructure (UCI) has a need to provide a new enterprise outbound contact solution to support any engagement with a customer that originates from the contact center to the customer. This solution will replace aging / legacy call back solutions at call center sites throughout VA. This solution will fully integrate with VA’s existing Enterprise Voice Platform.”
“The Contractor shall provide an outbound contact solution with the core functionalities of Outbound, Virtual Hold, and Scheduled Call Back. The Contractor shall provide project management, installation and integration, training, and technical support. The Contractor shall be a Cisco Preferred Solution Partner.”
“This solution shall be broken into the following five instances of deployments supporting four different regional arrays of Cisco Unified Contact Center Express (UCCX) environments and a single, centralized Cisco Packaged Contact Center Enterprise (PCCE) environment.
- North TIC
- West TIC
- East TIC
- South TIC
- Enterprise PCCE: Centralized US Hub for Outbound Engagement…”
