DE01--ECO CCI Managed Services VA-27-00000467

The Department of Veterans Affairs Technology Acquisition Center is issuing a Request for Information under solicitation number 36C10B26Q0368 for the Enterprise Service Desk Managed Contact Center Infrastructure (CCI) solution. The objective is to identify a contractor capable of providing and maintaining a fully integrated CCI solution that supports multi-channel contact handling, intelligent routing, real-time reporting, and secure access for both onsite and remote agents. The current infrastructure utilizes the NICE CXOne platform with integrations for Medallia and ServiceNow. The government is seeking industry input on maintaining or replacing this system, with a specific interest in integrating VA-approved Artificial Intelligence, Machine Learning, Robotic Process Automation, and Speech/Sentiment Analytics using industry-standard APIs. As of July 16, 2026, the Performance Work Statement and acquisition strategy are still being finalized. The government is requesting five-page capability statements from interested parties that detail their recommended technical approach, flexible Firm-Fixed-Price licensing models, strategic opportunities for future enhancements, and recommended contract vehicles. Key technical requirements include FIPS-compliant interaction capture, voice biometrics, and one-time passcode authentication. The process is currently for information and planning purposes only and does not constitute a formal solicitation or contract offer. Primary points of contact for this effort include Contract Specialist Dan DiNocera, Andrea Caltabilota, and Contracting Officer Evan Schlisserman.