Sources Sought for CCaaS - SAM.docx

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:

· It’s delivered over the internet as a subscription service.

· The vendor hosts and maintains the infrastructure, updates, and reliability stack.

· Organizations get a scalable, flexible contact center that can grow or shrink without major capital investment.

· Omnichannel routing (voice, email, chat, SMS, social)

· Interactive Voice Response (IVR) and intelligent call routing

· Workforce management and quality monitoring

· AI driven features like bots, transcription, and sentiment analysis

· Integration with CRMs and UC platforms

· Realtime and historical analytics

RESPONSE SUBMISSION

Please submit responses via email to tac-aprocurementteame@va.gov by 3:00 PM EST, March 31, 2026

Response Guidelines:

Interested parties are requested to respond to this RFI with a white paper. The white paper should be concise and cannot exceed five (5) pages, and address only the information requested below. The white paper shall include the following:

1) Company Information:

a) Company name, address, telephone number,

b) Point of Contact (POC) name and email address

c) SAM UEI and business size (for small businesses, including socioeconomic status).

2) Contract Vehicles:

a) Identify Government-Wide Acquisition Contracts (GWAC) and Federal Supply Schedule(s) under which your company can offer services aligned with this requirement.

3) Technical capability and Expertise:

a) Describe your company’s demonstrated capability and experience in performing the work described in the attached draft PWS.

b) Include supporting information showing your ability to meet specific PWS task, including:

i) Enterprise-level system engineering and integration of contact center solutions

ii) Deployment and sustainment of large-scale communication infrastructure

iii) Security compliance aligned with Federal Information Security Modernization Act (FIMSA) and IRS cybersecurity standards

iv) Describe specific tools, platforms, or methodologies your organization uses to manage complex IT infrastructure and service delivery

4) Contact Center Domain Knowledge:

a) Detail your experience with contact center technology solutions

5) Original Equipment Manufacturer (OEM) Management:

a) Describe your experience managing OEM relationships, particularly where multiple technology vendors are involved.

6) North American Industry Classification System (NAICS) Validation:

a) The VA is considering NAICs code 518210, Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services with a Small Business Size Standard of $40.0M

b) Indicate whether this NAICS code is appropriate for the work described. If not, recommend a more suitable NAICs code with justification.

7) Feedback on the Draft PWS. The page limitation does not apply to providing feedback on the PWS.

Please include the subject line “VA CCAAS- [Your company Name]” in your submission. The response should not exceed a 5 MB e-mail limit for all items associated with the RFI response.

Oral communications are not permissible. SAM.gov will be the sole repository for all information related to this RFI. VA reserves the right not to respond to any or all emails or materials submitted.

DISCLAIMER

Reminder: This Sources Sought issued solely for information and planning purposes only and does not constitute a solicitation. All information received in response to this Sources Sought that is marked as proprietary will be handled accordingly. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Responders are solely responsible for all expenses associated with responding to this Source Sought.