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VETERANS AFFAIRS, DEPARTMENT OF has floated a tender for VEO Contact Center. The project location is USA and the tender is closing on 15 Jan 2025. The tender notice number is 36C10x25Q0033, while the TOT Ref Number is 111724854. Bidders can have further information about the Tender and can request the complete Tender document by Registering on the site.
Procurement Summary
Country : USA
Summary : VEO Contact Center
Deadline : 15 Jan 2025
Other Information
Notice Type : Tender
TOT Ref.No.: 111724854
Document Ref. No. : 36C10x25Q0033
Competition : ICB
Financier : Self Financed
Purchaser Ownership : Public
Tender Value : Refer Document
Purchaser's Detail
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Login to see detailsTender Details
Description
Page 2 of 2Department of Veterans Affairs (VA)Veterans Experience Office (VEO)Multi-Channel Technologies (MCT)VEO Contact Center SupportRequest for Information THIS IS A REQUEST FOR INFORMATION (RFI) ONLY (as defined in FAR 15.201(e)) for Service-Disabled Veteran Owned Small Business (SDVOSB), Veteran Owned Small Business (VOSB), and all other Small Business. This is not a solicitation, and a solicitation is not available at this time. Requests for a solicitation will not receive a response. Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received, provide feedback to respondents with respect to any information submitted, or respond to any questions or comments that may be submitted in response to this RFI. This notice does not constitute a commitment by the United States Government and does not obligate the Government to award a contract or otherwise pay for the information provided in response. Responders are solely responsible for all expenses associated with responding to this RFI.The purpose of this RFI is for Market Research and to gather input for use in further defining the requirement, and to identify interested and potentially capable small business vendors able to provide contact center staffing for an established Tier 1 Level contact center leveraging existing contract center technology/tools. Tier 1 support includes being the first line of resolution for technical call inquiries and include answering general inquiries about the Department of Veterans Affairs (VA) benefits and services, directory assistance, communicating with customer through a variety of communication channels, basic assistance with navigation of online resources, triaging issues for proper disposition, escalation of issues beyond the Tier 1 level to the appropriate resource, documenting into a customer relationship management (CRM) tool and troubleshooting basic access issues. The contractor shall provide sta...
Active Contract Opportunity
Notice ID : 36C10x25Q0033
Related Notice
Department/Ind. Agency : VETERANS AFFAIRS, DEPARTMENT OF
Sub-tier : VETERANS AFFAIRS, DEPARTMENT OF
Office: SAC FREDERICK (36C10x)
General Information
Contract Opportunity Type: Sources Sought (Original)
Original Published Date: Dec 12, 2024 04:15 pm EST
Original Response Date: Jan 15, 2025 04:30 pm EST
Inactive Policy: Manual
Original Inactive Date: Feb 14, 2025
Initiative: None
Classification
Original Set Aside:
Product Service Code: R499 - SUPPORT- PROFESSIONAL: OTHER
NAICS Code: 561422 - Telemarketing Bureaus and Other Contact Centers
Place of Performance: Remote,
Documents
Attachment-3-Estimated-Pricing-Template.xlsx
Attachment-2-VEO-Contact-Center-RFI-Questionairr.docx
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