Description
The U.S. Citizenship and Immigration Services (USCIS) is conducting a market‑research RFI to gauge vendor capability for a future “Enterprise Customer Experience 2” (ECX2) contract. The eventual contract will replace the existing contact‑center‑as‑a‑service platform with a modern, FedRAMP‑Moderate‑compliant, AI‑enabled, omnichannel cloud solution that integrates with USCIS’s Salesforce CRM and ServiceNow ticketing, supports up to 3,000 live agents, and meets stringent availability and security requirements. USCIS seeks information on vendors’ experience, technical approach, pricing models, and existing government contract vehicles to determine the appropriate contract vehicle and potential small‑business set‑aside.
• Cloud‑based CCaaS platform (voice, chat, email, SMS, social) with AI/ML features (virtual assistant “Emma”, speech/text analytics, generative AI).
• Integration with Salesforce CRM, ServiceNow, and other internal systems; FedRAMP Moderate compliance; 99.99 % uptime and 7‑year transcript retention.
• Support for up to 3,000 concurrent agents, ~15 M annual calls, scalable to ~18 M interactions; surge‑capacity response within 24‑120 hours.
• Required submission: PDF ≤ 7 pages, font ≥ 12, emailed by 8 am ET on 12 Nov 2026 to Contract Specialist Brittany Willette.
Attached files
Contact
LaSean Gray