Unified Communications System

The agency is seeking a vendor to procure, implement, and support a next-generation unified communications system. The project aims to modernize communication infrastructure and deploy Contact Center AI services, including advanced virtual agents and intelligent routing. The agency intends to improve customer satisfaction and increase first-contact resolution rates through these technologies. The scope of work covers Natural Language Processing, Natural Language Understanding, and AI-powered voicebots and chatbots. The selected vendor must provide real-time agent assistance, AI-driven quality assurance, performance analytics, and omnichannel AI integration that preserves context across channels. The agency also requires design, development, and implementation of advanced scripts for Cisco call routers using Cisco Unified Customer Voice Portal and Intelligent Contact Management scripting. The agency requires ongoing twenty-four-seven application support and maintenance for the implemented systems. The project also encompasses design, development, and implementation support for remote work utilizing Cisco Expressways and Cisco Cloud-Connected UC. Additionally, the vendor must support Webex-to-Teams integration using the Cisco Call application for Microsoft Teams. Eligibility is restricted to onshore organizations based in the United States. The agency requires the performance of all work to be conducted offsite. Bidders must submit their proposals digitally via email or through the designated online portal. The agency is looking for budget proposals from bidders to determine the cost of the project. The source document does not specify evaluation criteria or key dates for this opportunity.