This Sources Sought opportunity from Department Of Veterans Affairs was posted on March 20, 2026. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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Contact Center as a Service Products and Services

Closed

VA-26-00006714Federal

Submission Closed03/31/2026, 07:00:00 PM UTC

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

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NAICS: 518210

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AI Contract Overview

The Department of Veterans Affairs (VA), through its Office of Information & Technology (OIT), Connectivity & Collaboration Services (CCS), is seeking information to support its planning for Contact Center as a Service (CCaaS) products and services. This effort focuses on enhancing and stabilizing the technical infrastructure and service delivery for VA Contact Center Professionals who assist Veterans experiencing mental health crises, including suicidal ideation, while improving the overall Veterans experience across all VA Enterprise Contact Centers. The initiative aims to expand the deployment of a FedRAMP-authorized cloud-based CCaaS platform that eliminates the need for on-premises hardware such as PBX or ACD systems, offering a scalable and flexible solution hosted and maintained by the vendor. Key features sought in the CCaaS solution include subscription-based delivery over the internet, omnichannel routing (covering voice, email, chat, SMS, and social media), interactive voice response (IVR) with intelligent call routing, workforce management and quality monitoring tools, AI-driven capabilities such as bots, transcription, and sentiment analysis, integration with CRM and unified communications platforms, as well as real-time and historical analytics. The VA will continue to staff its contact centers, while the service provider will be responsible for infrastructure management and ensuring system reliability. This solicitation is an informational sources-sought notice, not a request for proposals or bids, and does not obligate the VA to procure services. Interested parties are encouraged to monitor official government portals for any future formal solicitations related to this requirement.

General Info

VA seeks cloud-based CCaaS to support mental health crisis contact centers with AI, omnichannel, and analytics.

Agency

Department Of Veterans Affairs → Technology Acquisition Center Nj (36C10B)

NAICS

518210 - Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

Place of Performance

Washington, DC, 20420, USA

Set-Aside

NONE

Documents

VA CCaaS Performance Work Statement v1.0 March 13, 2026

pws

High

VA Sources Sought for Contact Center as a Service (CCaaS)

sources-sought

High

AI Contract Breakdown

Uniform Contract Format

Timeline

PhaseClosed

PostedMar 20

Sources Sought

Response DeadlineMar 31

Deadline has passed

Submission Closed

03/31/2026, 07:00:00 PM UTC

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Organization & Contact Information

AgencyDepartment Of Veterans Affairs → Technology Acquisition Center Nj (36C10B)

Contacts2 people available

OfficeEATONTOWN, NJ, 07724, USA

Organization / AgencyDepartment Of Veterans Affairs → Technology Acquisition Center Nj (36C10B)

Office AddressEATONTOWN, NJ, 07724, USA

Contacts

Shakiya Harris

Mary Accomando

Full Description

Contact Center as a Service Products and Services

This Request for Information (RFI) is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the Department of Veterans Affairs (VA) as to the ultimate acquisition approach.

This notice is issued solely for information and planning purposes - it does not constitute a Request for Quote (RFQ)/Invitation for Bid (IFB)/Request for Proposal (RFP) or a promise to issue an RFQ, IFB or RFP in the future. This notice does not commit the VA to contract for any supply or service. Further, the VA is not seeking quotes, bids or proposals at this time and will not accept unsolicited proposals in response to this source sought notice. The VA will not pay for any information or administrative costs incurred in response to this notice. Submittals will not be returned to the responder. Not responding to this notice does not preclude participation in any future RFQ or IFB or RFP, if any is issued. If a solicitation is released, it will be synopsized on the Governmentwide Point of Entry. It is the responsibility of potential offerors to monitor the Governmentwide Point of Entry for additional information pertaining to this requirement.

A brief synopsis of the required product is provided below:

The Department of Veterans Affairs (VA), Office of Information & Technology (OIT), Connectivity & Collaboration Services (CCS), Unified Communications, has a requirement for Contact Center as a Service Products and Services.

This is a mission critical OIT project intended to stabilize and improve upon the technical and service delivery of connecting VA Contact Center Professionals to Veterans having a mental health crisis or having thoughts of suicide and improving the Veterans experience with all VA Enterprise Contact Centers. The effort includes supporting the VA in its efforts to expand the implementation and deployment of its current Federal Risk and Authorization Management Program (FedRAMP) Contact Center as a Service (CCaaS), inclusive of new telephony circuits, monitoring, call recording, workforce management tools, voice analytics.

VA considers CCaaS to be a cloud-based platform that delivers all the technology and tools a contact center needs—without requiring on premises hardware or traditional Private Branch Exchange (PBX) and/or Automatic Call Distribution (ACD) systems.

The VA will staff the contact centers. The CCaaS includes the following capabilities: