CONTACT CENTER SUPPORT DIVISION (CCSD) SUPPPORT

This Source Sought Notice to respond is being extended to 1/30/2025. Due to discrepancy in the Source of Sought Notice, the Technical Capabilities section has been updated. Attached is an updated Source of Sought Notice. All other information that is written in the Source Sought Notice Remains the same. The Internal Revenue Service (IRS) seeks to identify potential vendors with the skills and capabilities necessary to perform the requirements outlined in the attached draft PWS.

The IRS is looking to identify small businesses.

The Contact Center Support Division (CCSD) has a need for Contractor support with expertise in the areas of Cisco's Intelligent Call Manager (ICM) Call Routing and Scripting, Domain Management and Support, Contact Center Commercial Off-the Shelf (COTS) support, Server Administration, System monitoring support, Operations of intra-day support, Engineering, Architecture design, Portfolio/Project Management, release schedule management and quantitative and qualitative analytical support for its Enterprise solution to route calls to a multi call site virtual contact center.

These requirements align and support the overall Internal Revenue Service (IRS) contact center mission and service objectives. Attached is Drafted Performance Works Statement and Source of Sought Notice for Submission Information.