Lexington Call Center System
Awarded Limited / Sole Source Justification Posted
- Solicitation number
- 15ULEX26P00000031
- Agency
-
Correctional Facilities
Bureau of Prisons, Department of Justice
- Set-aside
- No set-aside
Opportunity facts
- Contract number
- 15ULEX26P00000031 Federal contract award
- Awardee
- Tyten Technologies Inc.
- NAICS code
- 561421 Telephone Answering Services
- PSC
- 5805 Telephone And Telegraph Equipment
- Place of performance
- Lexington, Kentucky, United States
Notice details come from SAM.gov. Updated .
About this opportunity
The Department of Justice Bureau of Prisons Correctional Facilities issued a Limited/Sole Source Justification Notice for the Lexington Call Center System, a telephony solution designed to support 200 user devices with advanced call routing, supervisory monitoring, and recording capabilities within a corrections environment. UNICOR (Federal Prison Industries) justified the sole source award to Tyten Technologies Inc under FAR 12.102(a), citing the unique requirement for integration with legacy systems including Audiolog Call recording software and API connectivity to SAP S4/HANA for sales order entry, asserting that only one responsible source could meet these specialized specifications. The justification represents a temporary extension of the current system covering 12 units at $16,242.60 per unit for a total cost of $194,911.20 while the agency pursues a longer-term replacement through GSA's Enterprise Infrastructure Solutions vehicle using full and open competition procedures. This procurement was necessitated by the aging infrastructure, including legacy technology such as Avaya-Aura 8.x and end-of-life systems that required immediate extension to maintain operational continuity. The contract was awarded on April 21, 2026, with the justification signed by Michael Gibson (Contracting Officer), James Greer (Customer Service Supervisor), and Aaron Mitchell (Supervisory Contracting Officer).
Notice text
Telephony solution providing quality voice calls to 200 user devices with routing capabilities to defined business groups in a corrections environment. Groups will have supervisors with ability to monitor agent/customer phone calls and agent status. Agents are required basic phone control capabilities such as answer, hang up, hold, transfer, conference and restricted outside access. Agents will require access to outbound customer calls through a process such as controlled speed dial lists. Real time viewing, historical and statistical reporting required. Supervisory monitoring and recording of inbound and outbound calls and playback of calls will be required. Voicemail required for supervisory staff only. Call in routing and menu options change dependent upon business hours and holiday schedules. All users will reside on local site. Telephony solution integrates to a call recording software such as Audiolog Call recording system. Telephony solution integrates to company database such as SAP S4/HANA via API for Sales Order entry.
Awarded contract 15ULEX26P00000031 to unknown vendor for unknown amount on 2026-04-21.
Files
| File | Type | Posted |
|---|---|---|
| 12 Point JA for Lexington Call Center_.pdf |
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