SOURCES SOUGHT - SBA - Office of Capital Access (OCA), Genesys Cloud CX (SaaS)

The Small Business Administration (SBA) Office of Capital Access is conducting market research to procure Genesys Cloud CX licensing, professional services, and support for its Buffalo, NY and Fort Worth, TX call centers. The agency seeks a certified Genesys Business Partner capable of providing comprehensive telecommunications system maintenance and remote support services. Key contract requirements include providing up to 600 professional service hours, 120 training hours, and 250 concurrent Genesys Cloud CX licenses with Microsoft Teams integration. Potential vendors must have at least one Genesys certified technician with current GCP-GC certification and 5 years of platform experience. The sources sought notice requires interested 8(a) certified small businesses to submit detailed information about their capabilities, including their Unique Entity Identifier (UEI) number, socio-economic status, and specific Genesys enterprise-level expertise by January 15, 2025.

The opportunity is specifically set aside for competitive 8(a) certified small businesses using NAICS code 517121 for Telecommunications Resellers. The contract will initially cover a one-year period from April 1, 2025, through March 31, 2026, with potential four additional one-year option periods extending potentially through March 31, 2030. Support services must be available 12 hours per day, five days per week, with emergency response times of two hours for complete system failures and four hours for partial failures. The system must meet 18 specific technical requirements, including native IVR/ACD capabilities, quality management, workforce management, and FedRAMP accreditation. While no specific award value was disclosed, the comprehensive technical requirements and extensive service expectations suggest a significant contract scope for the selected vendor.