The Department of Veterans Affairs is seeking information for Contact Center as a Service (CCaaS) products and services to support its enterprise contact centers, particularly for mental health crisis and suicide prevention lines. The requirement is for a cloud-based, FedRAMP-authorized platform that includes omnichannel routing, workforce management, AI features, and analytics. This is a pre-solicitation notice for planning purposes only, and it is not a request for quotes or proposals. No budget, specific timelines for performance, or location for services are specified in this description. The VA will staff the contact centers and seeks a scalable subscription service where the vendor hosts and maintains the infrastructure.

The Department of Veterans Affairs is seeking information for Contact Center as a Service (CCaaS) products and services to support its enterprise contact centers, with a focus on connecting veterans in crisis. The required solution is a FedRAMP-authorized, cloud-based subscription platform that must include omnichannel routing, workforce management, AI features, and analytics. This is a planning-stage Request for Information only, and it is not a formal solicitation for bids or proposals at this time. No budget, specific performance location, or submission timelines for a potential future solicitation are provided in this notice.