VA Enterprise Infrastructure Solutions (EIS) – Cloud Customer Experience Infrastructure as a Service (IaaS)

The Department of Veterans Affairs (VA) is seeking information for a potential task order under the General Services Administration's (GSA) Enterprise Infrastructure Solutions (EIS) contract for Genesys Cloud Customer Experience Contact Center Infrastructure as a Service (IaaS). The goal is to stabilize and improve the technical and service delivery of connecting VA Call Center Professionals to Veterans, enhancing the Veterans' experience with all VA Enterprise Contact Centers. The required services include Genesys Cloud Customer Experience Contact Center IaaS, Service-Related Labor (SRL), and other features such as telephony circuits, monitoring, call recording, workforce management tools, and voice analytics. The solution must be FedRAMP Moderate certified and comply with various federal regulations and VA directives. • The contract will have a base period and up to 7 option periods. • The VA requires a fully managed IaaS solution to support its current and future contact center operations. • The solution must integrate with existing VA systems and support multiple communication channels. • The contractor must provide maintenance, support, and training for the solution. • The VA is looking for a contractor that can provide a scalable, secure, and reliable solution that meets its requirements.