SOLICITATION NOTICE
D -- Enterprise Contact Center (ECC) Infrastructure Support Services
- Notice Date
- 12/20/2010
- Notice Type
- Presolicitation
- NAICS
- 541519
— Other Computer Related Services
- Contracting Office
- Department of Commerce, Patent and Trademark Office (PTO), Office of Procurement, P. O. Box 1450 - Mail Stop 6, 600 Dulany Street, MDE, 7th Floor, Alexandria, Virginia, 22313-1450
- ZIP Code
- 22313-1450
- Solicitation Number
- DOC52PAPT1100017
- Archive Date
- 1/31/2011
- Point of Contact
- Chris S Hannah, Phone: 571-272-6555
- E-Mail Address
-
chris.hannah@uspto.gov
(chris.hannah@uspto.gov)
- Small Business Set-Aside
- Competitive 8(a)
- Description
- The United States Patent and Trademark Office (USPTO) seeks to award a contract for Enterprise Contact Center (ECC) infrastructure support services. The Enterprise Contact Center (ECC) system currently utilizes state-of-the-art contact center technology to modernize customer service for United States Patent and Trademark Office (USPTO). The ECC system provides USPTO internal and external customers with easy, convenient and speedy access to USPTO provided information and services. The ECC system includes the following functionality: Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Teletype/Telecommunications Devices for Deaf (TTY/TDD) services, unified messaging (fax, voice and e-mail) and integration with the USPTO Customer Contact Management System (UCCMS) (Siebel CRM tool) and USPTO's Enterprise Asset Management System (EAMS) (Remedy help Desk tool). The ECC currently operates in the USPTO's Alexandria Headquarters (with users connected to the USPTO's Nortel PBX) and Randolph Sq., Shirlington, Va. Currently the system serves 25 business centers utilizing approximately 500 agents and supervisors. The objective of requested services is to maintain the ECC system. The USPTO requires programming and analysis support services to maintain and support the version of the Automated Information System (AIS) now in production, and any new versions that are deployed during the life of this contract. The period of performance for this requirement is anticipated to be for a base period of one year and four additional one-year option periods. This requirement is anticipated to be an 8(a) set-aside under North American Industrial Classification System (NAICS) Code 541519. Further instructions will follow in the Request for Proposal. The estimated release date of the Request for Proposal (RFP) will be the end of December 2010 or January 2011. The RFP will be posted on USPTO's business opportunity Internet site at http://www.uspto.gov/about/vendor_info/current_acquisitions/index.jsp. Interested parties are responsible for checking the website regularly for release of the RFP and for other procurement-related documents. Since all procurement-related documents will be released via the Internet, a mailing list and list of interested vendors will not be available. Interested firms officially certified by the Small Business Administration as 8(a) must respond to the RFP in order to be considered for award of any resultant contract. Questions regarding this procurement should be addressed to Chris Hannah at Chris.Hannah@USPTO.GOV.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DOC/PTO/OPDC20220/DOC52PAPT1100017/listing.html)
- Place of Performance
- Address: 600 Dulany Street, Alexandria, Virginia, 22313, United States
- Zip Code: 22313
- Zip Code: 22313
- Record
- SN02347128-W 20101222/101220233733-055a7662a29e629cd2a36b0019ec22e9 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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