State Department Sources Sought: Cloud Based Conference Manager System

Notice ID:  19AQMM24N0026

The Government is requesting information regarding the availability and feasibility of obtaining cloud-based Contact Center as a Service (CCaaS) software and technical support services for The Executive Secretariat’s Operations Center. Additionally, this notice seeks to determine if the services can be acquired using a Government Wide Acquisition Contracts (GWAC).

The Operations Center (S/ES-O) is the Secretary’s and the Department’s communications and crisis management center.  Working 24 hours a day, the Operations Center monitors world events, prepares briefings for the Secretary and other Department principals, and facilitates communication between the Department and the rest of the world.  The Operations Center also coordinates the Department’s response to crises and supports task forces, monitoring groups, and other crisis-related activities.

S/ES-O facilitates the Department’s telephone diplomacy and requires an improved, modern, and agile cloud-based teleconferencing and contact database system to replace the current on-premises system. The requirement is to provide scalable, secure, and fully redundant enterprise Contact Center as a Service (CCaaS) to support the Operations Center mission, the Government requires a FedRAMP high certified CCaaS.

The Scope of Work is to obtain a Contact Center as a Service (CCaaS) that could be used via the Internet on State Department’s OpenNet Sensitive but Unclassified (SBU) network, which is comparable in functionality to the existing on-premises phone conferencing system called SPB, with 500 concurrent voice calls.  Products must meet the following performance objectives:

• FedRAMP High certified or currently sponsored for FedRAMP certification by an existing federal agency (SaaS must meet FIPS 199).
• Intuitive and easily navigable user interface.
  • 508 compliant interface.
  • Visually distinguish between active, inactive/muted, callers in need of assistance, and incoming conferences and conferees.
  • Audible tones for incoming calls (i.e., ringing) and callers in need of assistance (tone/beep).
• Cloud-based software with FIPS 140-3 multi-factor authentication accessed through Google Chrome, Microsoft Edge.
• A comprehensive, easily editable, and searchable contact directory of more than 200,000 records. Each contact record should have 30 fields including, but not limited to:  full name, title, country/organization, location/address, and multiple fields for phone numbers/email addresses, as well as an additional information section to add specific notes about each contact.
• An Admin or Settings feature for operators and admins to run reports, customize and configure settings, etc.
• A “Help” library to offer assistance/training manual on how to use the software for different user profiles.
• The ability to integrate with Microsoft Teams, Microsoft Outlook, WhatsApp, Signal, Line, Viber, and other voice over IP communications platforms.
• Provision of a variety of conference types such as: predetermined/standard/permanent conferences, a waiting /incoming call, real-time generated conferences, and previously booked or recurring conferences with a link/dial in info and PIN to join.
• Operator must be able to rename the conference to describe the conversation subject for all other operator’s awareness …

Read more here.

🔊 Listen to Story