NICEinContact Software Licenses

The Department of the Navy Naval Supply Systems Command seeks 41 NICE inContact SaaS platform provider licenses for Navy Recruiting Command, with quotations due May 27. This is a total small business set-aside restricted to authorized resellers of NICE inContact due to FedRAMP approval and platform compatibility requirements that preclude full and open competition under FAR 6.103-5(b)(2) and FAR Part 12.

Place of performance is Millington, Tennessee for NRC operations, with vendor hosting and support provided from the vendor's continental United States facility. The NICE inContact platform is a cloud-based contact center software managing customer interactions across voice, email, chat, and social media to support NRC chat agents responding to civilian inquiries about Navy enlistment.

The contract runs from June 1, 2026 through May 31, 2027, with three consecutive one-year option periods extending through May 31, 2030. The inclusive government estimate for all options is $324,507 on a firm fixed-price basis. Contractor employees require DoD Common Access Card eligibility and background investigations per HSPD-12 standards, with compliance to Navy Information Assurance policies. Deliverables include premier package functionality supporting up to 41 user accounts, 24x7 hosting with 200 concurrent user capacity, real-time visitor segmentation and engagement, third-party chat monitoring, multi-party chat capability, IP address blocking, customizable pre-chat questions, duplicate chat detection, 13 months of data archival with audit trails, comprehensive reporting exportable to Excel, Word, or PDF, service setup and installation support, system diagrams, design documentation, weekly project schedules and progress reports, and training materials. NAICS 513210 (Software Publishers); PSC DA01 (IT and Telecom—Business Application/Application Development Support Services).