About this opportunity
AI summaryThe buyer requests information for a cloud-based Enterprise Customer Experience 2 (ECX2) solution to support its contact center modernization initiative. The required Contact Center as a Service solution must deliver multichannel communication support across voice, IP-TTY, web chats, email, SMS-text, and social media with intelligent routing. It must also incorporate advanced features such as artificial intelligence and machine learning for self-service automation, an online reporting tool, live chat with the Emma Intelligent Virtual Assistant chatbot, interactive voice response systems, and redundancy capabilities. Only onshore USA organizations are eligible to submit responses for this offsite work. Vendors must provide a proposal to address the budget requirements for this sources sought request.
Federal notice details
- Solicitation number
- 70SBUR27I00000002
- Agency
- Department of Homeland Security
- Buying office
- US Citizenship and Immigration Services › Uscis Contracting Office(Erbur)
- Notice type
- Sources Sought
- Responses due
- Nov 12, 2026, 8:00 AM ET
- Posted on SAM.gov
- Oct 28, 2026
- NAICS
- 517111 · Wired Telecommunications Carriers
- Set-aside
- No Set aside used
- Place of performance
- VT, 05495
- Contracting contact
- LaSean Gray
Lasean.M.Gray@uscis.dhs.gov - Additional contact
- Brittany Willette
brittany.b.willette@uscis.dhs.gov
Source: SAM.gov. Read the official notice for the complete description and current instructions.
Incumbent and award research
Likely prior awards for this requirement
Likely matchAwarded by the same buying office (70SBUR) with descriptions matching "enterprise" or "customer", performed in VT. The notice does not name its current contract, so confirm before relying on it.
| Vendor and award | Value | Ends |
|---|---|---|
| STELLA JV, LLC70SBUR25F00000046 · TASK ORDER AWARD FOR RESOURCES FOR INNOVATION AND ENTERPRISE READINESS ENTERPRISE. SUPPORT | $11.9M | Oct 31, 2027 |
| KYC ADVISORS LLC70SBUR25F00000045 · DEVSECOPS SUPPORT FOR RESOURCES FOR INNOVATION AND ENTERPRISE READINESS. SUPPORTS THE CUST | $22.5M | Oct 31, 2027 |
| AT&T ENTERPRISES, LLC70SBUR22F00000252 · USCIS HAS A REQUIREMENT FOR ENTERPRISE CONTACT CENTER SERVICES WHICH WILL SUPPORT USCIS'S | $58.1M | Sep 27, 2026 |
| C & C INTERNATIONAL COMPUTERS & CONSULTANTS, INC.70SBUR24F00000220 · Q-FLOW ENTERPRISE SOFTWARE AND HARDWARE LICENSE MAINTENANCE WHICH SUPPORT THE FOD QUEUING | $89,897 | Sep 19, 2025 |
| RESOLVESOFT, INC.70SBUR24C00000011 · THIS REQUIREMENT IS TO MODERNIZE USCIS CUSTOMER EXPERIENCE IN SUPPORT OF TRANSFORMING FEDE | $1.2M | Apr 30, 2025 |
Market context
Awards in the same category (Wired Telecommunications Carriers). This is not this requirement's award history.
Recent similar awards: Department of Homeland Security, NAICS 517111
| Vendor and award | Value | Ends |
|---|---|---|
| AT&T TECHNICAL SERVICES COMPANY, INC70RDA226C00000007 · CLOUD-BASED CALL MANAGEMENT SYSTEM (CCMS) SPECIFICALLY FEDRAMP HIGH AUTHORIZATION. | $2.3M | Sep 29, 2029 |
| THE SOUTHERN NEW ENGLAND TELEPHONE COMPANY70Z03926PCGA00085 · IT CONNECTIVITY COMPLETION BETWEEN THE USCG ACADEMY AND NATIONAL COAST GUARD MUSEUM | $41,000 | Sep 30, 2027 |
| PVT NETWORKS, INC.70LART26PPFB00008 · ANNUAL CABLE TV AND INTERNET SERVICES FOR FLETC ARTESIA NM. | $367.8K | Sep 30, 2027 |
| WORLDNET TELECOMMUNICATIONS LLC70B02C24P00000426 · CAMOC PHONE SERVICE AND MAINTENANCE | $33,188 | Sep 29, 2027 |
| ORLANDO TELEPHONE COMPANY, INC.70T05024P5903N018 · CONNECTIVITY FROM AIRPORT OWNED CCTV SYSTEM AND DURESS ALARM AT ORLANDO INTERNATIONAL AIRP | $70,200 | Sep 28, 2027 |
Top vendors in this category: Department of Homeland Security, NAICS 517111, since Oct 1, 2024
224 contract awards in this NAICS over the period.
- 1. LUMEN TECHNOLOGIES GOVERNMENT SOLUTIONS, INC.$37.5M
- 2. AT&T TECHNICAL SERVICES COMPANY, INC$6.8M
- 3. PVT NETWORKS, INC.$1.0M
- 4. COMCAST GOVERNMENT SERVICES LLC$599.4K
- 5. EXECUTIVE BROADBAND COMMUNICATIONS, LLC$395.4K
Source: USAspending.gov federal award data (U.S. federal public data). A contract is called the incumbent only when the notice or its documents cite it by number.