Enterprise Contact Center Experience 2
Forecast Recompete Updated
- Agency
-
Citizen and Immigration Services
Department of Homeland Security
- Solicitation expected
- Estimated value
- $50,000,000 to $100,000,000
- Set-aside
- No set-aside
Forecast facts
- Anticipated award
- Through
- Acquisition strategy
- Follow-on to Existing Contract
- NAICS code
- 561422 Telemarketing Bureaus and Other Contact Centers
- Place of performance
- Camp Springs, MD
- Forecast number
- F2026074826
- Points of contact
Forecast details come from DHS's Acquisition Planning Forecast System. Agencies' dates and values are estimates.
About this forecast
U.S. Citizenship and Immigration Services is recompeting its Enterprise Contact Center Experience 2 platform as a firm fixed-price GSA Schedule contract, with solicitation estimated to release March 1, 2027, and award anticipated December 31, 2027. The procurement covers an AI-enabled, cloud-based contact center solution delivering intelligent virtual assistants, 800 toll-free numbers for domestic and international calling, interactive voice response and chat routing integrated with Amazon Connect, and workforce and quality management capabilities including scheduling and call recording, with the solution required to provide emergency scalability and geographic redundancy to support mission-critical immigration-related inquiries and services.
The estimated award value ranges from $50 million to $100 million with performance running from December 31, 2027 through December 30, 2032 at Camp Springs, Maryland. Contracting Officer Lora Gross can be reached at lora.e.gross@uscis.dhs.gov or (570) 273-1183; requirements contact John Waligory is available at john.e.waligory@uscis.dhs.gov or (802) 552-0853.
Forecast text
***10/13/2026: Edited Requirement statement for actual contract expire date; Estimated Start Date and End Date; Estimated Solicitation Release Date; Fiscal Year; Anticipated Award Date.***
The USCIS Enterprise Call Center (ECC) (currently inclusive of External Affairs (EXA), Verifications Contact Center (VCC), and Language Services Support (LSS)) infrastructure and telecommunications requirements are currently fulfilled under the EIS Contact Center contract vehicle. The current EIS contract provides new and evolving technologies, facilitate a fully managed cloud-based service equipped with geographic redundancy, disaster recovery, and surge capability and maintain an interactive platform for the public to engage with an automated system, supported by Amazon Web Services (AWS), for immigration related inquiries and services provided by United States Citizenship and Immigration Services. The contract is set to expire on July 2, 2027. USCIS has a continued requirement for a cloud-smart, AI and innovative Contact Center that is flexible, elastic, scalable, efficient, automated, and highly secure. This innovative Contact Center solution must also minimize risk concerning the ability to perform mission-critical functions providing service via Intelligent Virtual Assistant, 800 toll free numbers for domestic and international calls, Interactive Voice Response System (IVRS) technology, enable inbound and outbound agent calling, enhanced reporting, voice call routing via Amazon Connect and Chat Routing to Customer Relationship Management (CRM); enabling self-service. Support Workforce & Quality Management Platform for scheduling, forecasting, training, call recording and screen capture. Capture requested data, report on-demand high visibility (policies/processes) and implement emergent requirements. Call Routing – Based on Agent Availability, priority, and business needs. Workforce Management Call Recording / Screenshot Capture / Optimization (WFO) / Voice Callback, Intelligent Virtual Assistant (IVA) - (Question-n-Answer Lexbots (QnA) in Voice IVR and EMMA Chatbot. Contact Control Panel (CCP) – Amazon Connect Softphone for receiving voice calls from the IVR. Integrate with other capabilities (i.e., Operations and Management Portal (OMP), Simple Email Service (SES), reporting and testing tools, NexTalk TTY, Brite Verify email verification services, USCIS Brand Voice (“Ava”), Nova Sonic and API driven solutions).
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