USPTO_ECC RFI.pdf

Controlled by: United States Patent and Trademark Office, OCAO, RICPO, 571-272-9990

CUI//SP-PROPIN

REQUEST FOR INFORMATION (RFI)

ENTERPRISE CONTACT CENTER (ECC) CLOUD MIGRATION

U.S. PATENT & TRADEMARK OFFICE

REQUEST FOR INFORMATION (RFI)

9/9/2024

This is a Request for Information (RFI) being released pursuant to Federal Acquisition Regulation (FAR) Part 10: Market Research.

This RFI is issued solely for informational, market research, and planning purposes. It does not constitute a Request for Proposal (RFP) or Request for Quote (RFQ) or a promise to issue an

RFP/RFQ in the future. This RFI does not commit the Government to contract for any supply or service whatsoever. Further, the United States Patent and Trademark Office (USPTO) is not seeking proposals at this time and will not accept unsolicited proposals. Respondents are advised that the United States Government will not pay for any information or administrative cost incurred in response to this RFI. All costs associated with responding to th is RFI will be solely at the responding party’s expense.

Respondents are advised that the Government is under no obligation to provide feedback with respect to any information submitted. Proprietary information, if any, should be kept at a minimum and MUST BE CLEARLY MARKED. All submissions become Government property and will not be returned. The Government reserves the right to use any non-proprietary technical information in any resultant solicitation.

Responses to this notice are not offers and cannot be accepted by the United States Government to form a binding contract. The Government does not intend to award a contract on the basis of this RFI or to otherwise pay for the information solicited. Although the term “offeror” is used in this RFI, your response will be treated as information only and shall not be used as a quote or proposal.

The Government contemplates utilizing the Alternative Competition Method in accordance with the Patent and Trademark Office Acquisition Guidelines (PTAG) and the Patent and Trademark Office Efficiency Act 35 U.S.C. 2(b)(4)(A). This RFI request is intended as preliminary market information gathering which the USPTO will use to determine which vendor(s) is/are the most likely to successfully meet the agency’s needs and are thereby eligible to participate in an alternative competition. As a result of this market research, the solicitation will only be issued to the limited number of qualified vendor(s).

1. BACKGROUND

The Enterprise Contact Center (ECC) system provides the USPTO internal and external customers with easy, convenient and speedy access to USPTO provided information and services. The ECC system includes the following functionality: Automatic Call Distribution

(ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), unified messaging (e-mail and voice, including voice mail and recording) and integration with the

USPTO Customer Contact Management System-Cloud (UCCMS-C) (Salesforce) and USPTO’s Service Desk Tool (ServiceNow). The USPTO ECC system currently uses Genesys

PureConnect CIC 2022 contact center technology on-premises in the USPTO’s Alexandria

Headquarters (Cisco VoIP voice system) to provide customer service for 25 business centers operated by over 500 agents and supervisors. This software must be able to address our contact centers customer issues and concerns quickly and create better experiences.

The ECC Cloud Migration is needed to secure licensing and professional services for the migration of the USPTO’s current ECC solution hosted on-premises to a robust and resilient cloud-based Software as a Service (SaaS) subscription solution. This SaaS solution must provide inbound and outbound support, including call routing, IVR, email, messaging, screen share, self-service options, workforce optimization and analytics.

2. SCOPE

This requirement will acquire Genesys Cloud CX licenses; provide discovery, configuration, migration, operations, maintenance, and integration support; assist with obtaining USPTO

Authority-to-Operate (ATO); analyze the current state of the existing Pure Connect system;

optimize the current process to best fit a new cloud environment; and maximize efficiencies to leverage the features of Genesys Cloud CX. Please see the Performance Work Statement for detailed information.

3. RESPONSES

3.1 Questions

Questions about this notification should be submitted via email to theodore.terrell@uspto.gov and jennifer.hudson@uspto.gov no later than (NLT) 5:00PM, Eastern Time (ET) on September 20, 2024. The Government does not guarantee that questions received after the time specified above will be answered.

3.2 Responses

Responses to this Request for Information (RFI) shall be submitted via e-mail to Theodore Terrell at theodore.terrell@uspto.gov and Jennifer Hudson at Jennifer.hudson@uspto.gov. Responses must be received NLT 10:00AM ET on October 4, 2024, should be no longer than ten (10) pages (cover page not included), and shall include at a minimum the following information:

a) Vendor Name and Address

b) Vendor Point of Contact information

c) Vendor Website Address

d) Description of vendor’s client base for the suggested product (including all Federal customers)

e) Capability Statement explaining how the vendor’s recommended service meets

USPTO’s requirements

f) Vendor’s Unique Entity ID (UEI)

g) Vendor’s socio-economic designation

h) Vendor’s business size under NAICS 513210 - Software Publishers

i) Answers to the following questions:

a Question 1: Describe your experience migrating from an on-premises Genesys

PureConnect system to a Software-as-a-Service Cloud-based Genesys Cloud CX system, including discovery and current state analysis, configuration, migration, process optimization, operations, maintenance, and integration support as well as

Authority-to-Operate (ATO) support.

b Question 2: Describe your experience integrating Genesys Cloud CX with

Salesforce Service Cloud and the ServiceNow platform, focusing on minimizing downtime.

c Question 3: Describe your approach to implementation with a focus on minimizing the overall timeline and prioritizing high business-value features while maintaining quality and reducing cost.

d Question 4: Describe your best practices for minimizing impacts to on-going operations and system availability from software updates.

e Question 5: Describe your training strategy, including training system administrators and end users, and developing and maintaining training documentation.

3.3 Discussions

The USPTO may or may not choose to meet with potential offerors. Such discussions would only be intended to get further clarification of potential capability to meet the requirements, especially any development and certification risks. Additionally, the USPTO reserves the right to seek additional information from those vendors identified with unique solutions that are determined to be beneficial to the USPTO.