SOURCES SOUGHT - SBA - Office of Capital Access (OCA), Genesys Cloud CX (SaaS)
ID: 5501020EQ07853Type: Sources Sought
Overview

Buyer

SMALL BUSINESS ADMINISTRATIONSMALL BUSINESS ADMINISTRATIONOFC OF CHIEF OPERATING OFFICERWASHINGTON, DC, 20416, USA

NAICS

Telecommunications Resellers (517121)

PSC

IT AND TELECOM - NETWORK SUPPORT SERVICES (LABOR) (DG01)

Set Aside

8(a) Set-Aside (FAR 19.8) (8A)

Original Source

https://sam.gov/opp/ab968904fb894aa0ba82d21ede15821b/view
Timeline
    Description

    The U.S. Small Business Administration (SBA) is conducting a sources sought notice to identify 8(a) certified small businesses capable of providing licensing, professional services, and support for the Genesys Cloud CX Software as a Service (SaaS) system. The primary objective is to ensure the continuous operation of the Genesys Cloud CX system, which is critical for the SBA's telecommunication needs and aligns with agency specifications. Vendors must be certified Genesys Business Partners and are required to demonstrate their core competencies, socio-economic status, and relevant expertise in their responses. Interested parties should contact Pedro Arritola-Vazquez at pedro.arritola-vazquez@sba.gov or call 303-844-7993 for further information. Please note that this is a market research effort, and no contracts will be awarded at this stage.

    Point(s) of Contact
    Pedro Arritola-Vazquez
    (303) 844-7993
    pedro.arritola-vazquez@sba.gov
    Files
    Title
    Posted
    Draft-SOW-Genesys Maintenance and Support 2025 v 1.0.pdf
    The U.S. Small Business Administration (SBA) requires maintenance, support, and emergency services for its Genesys Cloud CX system to ensure uninterrupted operation of its telecommunication services. The project mandates that the vendor must be a certified Genesys Business Partner with qualified personnel available for service and maintenance over a specified contract period from April 1, 2025, to March 31, 2026, with multiple extension options. Vendors must comply with stringent security and operational requirements, including real-time monitoring and regular performance reporting. Key deliverables include maintaining a FedRAMP-accredited Genesys instance, ensuring timely responses to services, implementing software updates, and providing employee training. The contractor must adhere to federal regulations and security standards, including the Federal Information Security Modernization Act (FISMA) and National Institute of Standards and Technology (NIST) guidelines for information security. Evaluation and authorization of the contractor's system will be required before operational deployment, emphasizing the importance of cybersecurity within the SBA's IT infrastructure. This comprehensive requirement encapsulates the SBA's commitment to efficient and secure service delivery in its disaster assistance programs.
    Genesys Cloud CX - Sources Sought-1.pdf
    The U.S. Small Business Administration (SBA), Office of Disaster Assistance, is conducting market research to identify 8(a) certified small businesses capable of providing licensing, professional services, and support for the Genesys Cloud CX Software as a Service (SaaS) system. The goal is to ensure continuous operation and telecommunication needs align with agency specifications. Interested vendors must be certified Genesys Business Partners and respond with company details, socio-economic status, SBA 8(a) certification information, core competencies, and expertise related to Genesys Cloud CX. This notice explicitly states that no solicitation or contract will be awarded at this stage, and any costs incurred in response are the vendor's responsibility. The SBA's contracting officer for this notice is Pedro Arritola-Vazquez. This document emphasizes the SBA's focus on partnership with small businesses to enhance its telecommunication capabilities while adhering to regulatory standards.
    Lifecycle
    Title
    Type
    SOURCES SOUGHT - SBA - Office of Capital Access (OCA), Genesys Cloud CX (SaaS)
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