SW-121373 - USA (Vermont) - RFI for Cloud-Based Enterprise Customer Experience 2 (ECX2) Solution - Sources Sought - Deadline November 12,2026

Vendor needs to provide based enterprise customer experience 2 (ecx2) solution.• Solution delivers multichannel communication support including voice calls, IP–TTY, web chats, email, SMS–text, and social media interactions with intelligent routing capabilities.• Advanced features include artificial intelligence and machine learning for self–service automation, agent assist, real–time speech analytics, and fully automated alerts, along with redundancy and disaster recovery capabilities. • Online reporting tool that allows for different delivery formats and enables users to identify trends in call traffic, volume, usage analysis for billing, and SLA performance.• Live Chat Services: The solution provides web–based chat capabilities where website customers interact with the “Emma“ Intelligent Virtual Assistant (IVA) chatbot, with seamless escalation to live contact center agents when needed.• Core Services Provided: The contact centers deliver multichannel customer support including voice calls, IP–TTY, web chats, email, and SMS–text communications with intelligent call routing, interactive voice response (IVR) systems, and self–service capabilities for immigration–related inquiries• Modernization Initiative: USCIS currently utilizes a cloud–based Contact Center as a Service (CCaaS) solution to improve agility, reduce costs, and enhance customer experience through emerging technologies including AI capabilities.