Notice ID: CCSD1736378
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.
The Contractor shall provide technical integration and ongoing professional services, in support of IRS’ Cisco Unified Contact Center Enterprise (UCCE) environment, to include but not limited to, scripting changes reflective of the Contact Center Enterprise business call routing rules, as well as support to existing IRS Contact Center infrastructure platforms, performing the following activities:
- monitoring service and support of contact center COTS products and servers Note: Aceyus Vue dashboard for monitoring -Call center peripheral/staffing level monitoring, Unified ICM-CCECCH Diagnostic Framework Portico for ICM -server Health checks, Mindful v7.6.33.3259 Customer Callback queue monitoring. Contact Recording/Impact 360 monitoring
- database tuning support for the various contact center systems to include but not limited to Unified Contact Center Enterprise (UCCE) including Cisco Voice Portal (CVP), ICM, Cisco Unified Communications Manager (CUCM), Unity, Predictive Dialer, Acqueon List Campaign Manager (LCM), Cisco Contact Manager Portal, Verint Impact 360, Convergys Intervoice (VRU), Aceyus Vue, Alvaria Workforce Management (WFM) forecasting and scheduling system, or their replacement platforms.
- Perform trending analysis, research and bench marking of Industry Contact Centers as they relate to similar efforts of the IRS, as directed by IRS.
- Provide knowledge transfer to CCSD staff for all Contractor developed/implemented systems and processes.
- Provide and demonstrate the completion of required training to such levels to appropriately support contact center products.
- Provide modeling and simulation support as it relates to IRS Contact Demand
- Problem Management – establish Standard Operating Procedures and assist with PM process
- Incident Management – establish Standard Operating Procedures and assist with IM process
- Provide Level 1 / 2 Support for Contact Center platforms
- Service Desk Support
- Systems Administration Support …
The period of performance is a base year plus four option years.
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