Enterprise Contact Center Experience 2

Requirement

The USCIS Enterprise Call Center (ECC) (currently inclusive of External Affairs (EXA), Verifications Contact Center (VCC), and Language Services Support (LSS)) infrastructure and telecommunications requirements are currently fulfilled under the EIS Contact Center contract vehicle. The current EIS contract provides new and evolving technologies, facilitate a fully managed cloud-based service equipped with geographic redundancy, disaster recovery, and surge capability and maintain an interactive platform for the public to engage with an automated system, supported by Amazon Web Services (AWS), for immigration related inquiries and services provided by United States Citizenship and Immigration Services. The contract is set to expire on July 27, 2026. USCIS has a continued requirement for a cloud-smart, AI and innovative Contact Center that is flexible, elastic, scalable, efficient, automated, and highly secure. This innovative Contact Center solution must also minimize risk concerning the ability to perform mission-critical functions providing service via Intelligent Virtual Assistant, 800 toll free numbers for domestic and international calls, Interactive Voice Response System (IVRS) technology, enable inbound and outbound agent calling, enhanced reporting, voice call routing via Amazon Connect and Chat Routing to Customer Relationship Management (CRM); enabling self-service. Support Workforce & Quality Management Platform for scheduling, forecasting, training, call recording and screen capture. Capture requested data, report on-demand high visibility (policies/processes) and implement emergent requirements. Call Routing – Based on Agent Availability, priority, and business needs. Workforce Management Call Recording / Screenshot Capture / Optimization (WFO) / Voice Callback, Intelligent Virtual Assistant (IVA) - (Question-n-Answer Lexbots (QnA) in Voice IVR and EMMA Chatbot. Contact Control Panel (CCP) – Amazon Connect Softphone for receiving voice calls from the IVR. Integrate with other capabilities (i.e., Operations and Management Portal (OMP), Simple Email Service (SES), reporting and testing tools, NexTalk TTY, Brite Verify email verification services, USCIS Brand Voice (“Ava”), Nova Sonic and API driven solutions).