STAFF-16572 - USA (New Jersey) - RFI for Enterprise Tier One Desk Support Services - Sources Sought - Deadline August 12,2026

(1) Vendor needs to provide enterprise tier one desk support services to the government authority located in New Jersey.– To provide Tier–0 and Tier–1 Services.– Existing capabilities of the deployed NICE CXone platform include, tailored call tree, front–end messaging capabilities, skills–based routing, integration with the existing IT Service Management (ITSM) suite to facilitate work item routing of LifeChat and self–service tickets, as well as SMS/text, callback, scheduled callback and Workforce Management forecasting and scheduling capabilities.• Supports:  ~ 900 Applications,• Call Volume:  ~190K calls offered per month.• Chat Volume:  ~ 4k chats offered per month.• Self–Service Ticket Volume:  ~ 40K per month.• SMS/text Volume:  pending release.• Average Handle Time:  approx. 12.5 mins across all channels.