Enterprise Contact Center Experience 2

The USCIS Enterprise Contact Center Experience 2 contract supports the ongoing operation and modernization of the U.S. Citizenship and Immigration Services’ enterprise call center infrastructure, which includes External Affairs, Verifications Contact Center, and Language Services Support functions. This contract delivers a fully managed, cloud-based contact center platform built on Amazon Web Services with geographic redundancy, disaster recovery, and surge capacity to ensure uninterrupted service. It enables mission-critical immigration inquiries through multiple channels including toll-free voice lines, an Intelligent Virtual Assistant powered by Lexbots for both voice and chat interactions, Interactive Voice Response Systems, and seamless integration with Amazon Connect for call routing and softphone operations. The system supports inbound and outbound agent calling, voice callbacks, real-time chat routing to CRM, and comprehensive workforce management tools for scheduling, forecasting, training, call recording, screen capture, and quality monitoring. The platform must maintain high security, scalability, and automation while integrating with specialized tools such as NexTalk TTY, Brite Verify, Simple Email Service, and USCIS Brand Voice capabilities like Ava and Nova Sonic, ensuring accessible and consistent service delivery across diverse populations. The contract demands an innovative, AI-driven, and elastic solution designed to handle fluctuating call volumes and emerging requirements with minimal risk to core operations. It requires advanced reporting and on-demand data capture to support transparency in policies and processes, adaptive call routing based on agent availability, priority levels, and business needs, and a centralized Contact Control Panel for unified agent interaction. The system must support self-service, enhance customer experience through natural language interactions, and remain compliant with stringent federal security standards. Performance is tied to continuous improvement, rapid deployment of emergent features, and the use of API-driven integrations to connect with other USCIS systems. The contract is set to conclude on July 27, 2026, with performance centered in Camp Springs, Maryland, and managed through designated points of contact within the Department of Homeland Security. No set-asides are applicable, and the procurement falls under NAICS code 561422 for call center services.