Unified Communications System

The agency is seeking a vendor to provide, implement, and support a unified communications system. This initiative aims to deploy Contact Center AI services, including advanced virtual agents and intelligent routing, to improve customer satisfaction and increase first-contact resolution rates. The agency intends to automate routine tasks, reduce average handle time, and optimize agent workloads to achieve labor cost savings and operational efficiency. The requested scope covers platforms that deliver robust conversational AI, comprehensive real-time agent assistance, advanced analytics, and proven scalability for high-volume environments. Core capabilities must include natural language processing, AI-powered voicebots and chatbots, AI-driven quality assurance, and omnichannel integration that preserves context across channels. The project also encompasses application development, technical documentation, user acceptance and load testing, and twenty-four-seven application support and maintenance. The selected vendor will design, develop, and implement advanced scripts for Cisco call routers using Cisco Unified Customer Voice Portal and Intelligent Contact Management scripting. The work also requires scripting for Cisco Unified Contact Center Express and supporting Webex-to-Teams integration using the Cisco Call app for Microsoft Teams. The agency may add, remove, or relocate call control, voice mail, and contact center servers during the contract term. Eligible bidders must be onshore organizations based in the United States. The agency requires the performance of all work to be conducted offsite. Bidders may submit proposals digitally via email or online, and the agency is currently looking for proposals to determine the budget.