Salient Characteristics_26QA011.pdf
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- Attached to
- TIERED SMALL BUSINESS SET-ASIDE FOR forty-five (45) Virtual Contact Center (VCC) Software Licenses
- Solicitation number
- W911QX26QA011
About this file
This document is a Statement of Work (SOW) for a Virtual Contact Center (VCC) System for the Army Research Laboratory (ARL). The government requires a cloud-hosted web-based customer support system with forty-five (45) software licenses to provide Tier 1 and Tier 2 help desk support for one year (1/1/2026 – 12/31/2026) with two option years. The VCC system must have comprehensive functionality including web browser compatibility (Chrome and Edge), native ServiceNow integration, caller ID, Single Sign-on, Interactive Voice Response (IVR), Automatic Call Distribution (ACD), and Skill Based Routing (SBR) capabilities.
The system must provide detailed reporting features, including average call times, number of calls and emails, agent statistics, and customizable reporting tools. The vendor must respond to government support requests within 24 hours for general inquiries and 2-4 hours for work stoppages or outages. The document is signed by Phillip J. Amador, Contracting Officer, on 12/5/2025, and includes a commercial availability certification indicating that all specified characteristics are available in the commercial marketplace.
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Other files
| File | Type | Posted |
|---|---|---|
| Provisions and Clauses Full-Text Attachment (for Combo Synopsis-Solicitation)_26QA011.docx | DOCX document | |
| Evaluation Criteria (LPTA).doc | DOC document | |
| Combination Synopsis-Solicitation for Commercial Purchases (Under SAT)_26QA011.docx | DOCX document |
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Salient Characteristics
Commercial availability certification:
I have evaluated the commercial marketplace and determined that all of the salient characteristics documented below are available in products/services offered in the commercial marketplace.
Signature (typed name):
Technical Point of Contact (TPOC)
The Government requires a Virtual Contact Center (VCC) System with forty-five (45) software licenses that will provide Tier 1 and Tier 2 help desk support for the Army Research Laboratory (ARL) for a period of one (1) year (PoP: 1/1/2026 – 12/31/2026) with two (2) option years. The required VCC system shall meet the following functionality requirements (Section C.1 to C.3):
C.1 The Virtual Contact Center (VCC) System:
C.1.1 Shall be a web based customer support application hosted in the cloud. No special hardware or system purchases will be required. It shall require only a web browser, internet access, and a headset.
C.1.2 Shall be compatible with Chrome and Edge web browsers.
C.1.3 Shall provide built-in dashboard capability.
C.1.4 Shall provide native integration with ServiceNow.
C.1.5 Shall contain queue visibility to all users.
C.1.6 Shall be caller ID capable.
C.1.7 Shall be Single Sign-on for IT technicians.
C.1.8 Shall provide Frequently Asked Questions (FAQ) and/or a help section for users of the system.
C.1.9 Shall be able to provide simplicity in viewing abandoned calls, missed calls/hang-ups/on hold/awaiting callbacks.
C.1.10 Shall provide number porting.
C.1.11 Shall provide the ability to have more than one (1) party on a call ie: “warm handoff”.
C.1.12 Shall allow for customized message recording.
C.1.13 Shall provide an Interactive Voice Response (IVR) capability.
C.1.14 Shall provide an Automatic Call Distribution (ACD) capability.
TBD
C.1.15 Shall provide a Skill Based Routing (SBR) capability.
C.1.16 Shall provide reliable and scalable solutions for inbound, outbound, and multi-site contact centers.
C.2 The proposed VCC system shall meet the following reporting requirements:
C.2.1 Shall provide average time of calls, number of calls and number of emails received.
C.2.2 Shall provide agent statistics, which includes but is not limited to: the amount of calls answered, average call handle times, phone state times, and sign in and out times.
C.2.3 Shall provide supervisor tools that include; real time reports, historical reports and a custom report builder.
C.2.4 Shall allow for customized reporting and not be limited to one (1) single report with multiple days/formats only. For example, when pulling a report on call volume to show in graph format, peaks and valleys along with numbers shall compile over a period of days, weeks, or months.
C.2.5 Shall contain the ability for both the customer and the vendor to remove calls from statistics. For example, an outlier such as a call stuck for two (2) days can throw off reporting numbers.
C.3 The system vendor shall respond to Government phone and/or email requests for general support within 24 hours and work stoppage/outages within 2-4 hours.
Contracting Officer:
12/5/2025
X Phillip J. Amador
Contracting Officer (KO) Signed by: AMADOR.PHILLIP.JOSEPH.1178373494
File details come from the government source that posted it. Updated .