Contact Center as a Service Products and Services

This Performance Work Statement (PWS) outlines the Department of Veterans Affairs' (VA) requirement for Cloud Contact Center as a Service (CCaaS) products and services. The VA seeks to stabilize and improve its contact center operations, particularly for Veterans experiencing mental health crises. The CCaaS solution must be FedRAMP Moderate authorized, provide 11,000 concurrent licenses (expandable to 20,000), and be available 99.999% of the time. Key features include omnichannel communication, AI capabilities, CRM integration, agent/supervisor assistance, knowledge management, and robust analytics. The contractor will provide project management, OEM SME technical account manager and professional services, and comprehensive training for VA engineers and agents. Technical support must be available 24/7/365 with defined response and resolution times based on issue severity. The PWS also details general requirements for IT framework compliance, security, privacy, and adherence to various federal and VA directives and handbooks.

This Request for Information (RFI) from the Department of Veterans Affairs (VA) seeks information on Contact Center as a Service (CCaaS) products and services. The VA's Office of Information & Technology requires CCaaS to stabilize and improve technical and service delivery for connecting VA Contact Center Professionals with Veterans experiencing mental health crises or suicidal thoughts, and to enhance the Veteran experience with all VA Enterprise Contact Centers. The RFI specifies CCaaS as a cloud-based platform offering omnichannel routing, IVR, workforce management, AI features, CRM/UC integration, and analytics. Responses, in the form of a white paper not exceeding five pages, should include company information, contract vehicles, technical capabilities, contact center domain knowledge, OEM management experience, and NAICS code validation. Submissions are due via email by March 31, 2026, at 3:00 PM EST. This RFI is for planning purposes only and does not constitute a solicitation.

This Request for Information (RFI) from the Department of Veterans Affairs (VA) seeks information on Contact Center as a Service (CCaaS) products and services. This RFI is for planning purposes only and is not a solicitation for offers. The VA requires CCaaS to stabilize and improve technical and service delivery for connecting VA Contact Center Professionals to Veterans experiencing mental health crises and to enhance the overall Veteran experience with VA Enterprise Contact Centers. The CCaaS platform should be cloud-based, scalable, and include omnichannel routing, IVR, workforce management, AI-driven features, CRM/UC integration, and analytics. Responses, in the form of a five-page white paper, should include company information, contract vehicles, cost estimates, technical capabilities, contact center domain knowledge, OEM management experience, and NAICS code validation. Responses are due by March 31, 2026, at 3:00 PM EST.