📋 Tender Overview
The purpose of this Request for Information (RFI) is to understand the landscape of vendors that can provide services for the Enterprise Customer Experience (ECX) operations. The USCIS aims to identify vendors capable of recruiting and retaining staff with the necessary experience and skills. This RFI is for a replacement contract for ECX after the current contract ends, focusing on modernizing customer service operations and ensuring compliance with federal regulations. Contact Center as a Service (CCaaS), cloud-based solutions, omnichannel customer support, intelligent call routing, interactive voice response (IVR) systems, self-service capabilities, live chat services, AI capabilities, workforce management tools, analytics, reporting tools, dedicated program management support.
