Immigration and Naturalization Service, Procurement Division, 425 I Street, N.W., Room 2102, Washington, DC 20536

70 -- 70 CALL CENTER TELEPHONY RFI POC JD Bannister, Contracting Officer, 202-514-0017. Electronic Data Systems (EDS), an Immigration and Naturalization Service (INS) support contractor, will be developing a prototype and pilot for a call center application at one of the INS service centers. If EDS' solutions are accepted by INS, it is anticipated that EDS will be authorized to initiate a procurement (lease or buy) for a pilot response system which will replace the current Telephonic Inquiry Enhancement to RAFACSII System (TIERS). This system is a public interface for the INS Computer Linked Application Information Management System. The new system will be identified as ''INS Direct'', which will handle calls from the public, congressional staffers and internal INS officials seeking automated case status information, live assistance and other general information. The system will include call center component with integrated ACD and IVR functionality and capability to interface intelligently with desktop applications (i.e. screen population, point click call transfers etc.). Concerns interested in responding to this sources sought synoposis shall: Provide information, brochures and technical documentation about open systems spproaches to telephony technology products and systems with specific focus on the following: Private Branch Exchanges (PBX) that support multiple telco services and 250 or more user stations; Computer Telephony Interface (CTI) components that support Telephony Application Program Interface (TAPI) and/or Telephony Services Application Program Interface (TSAPI) based systems; ACDs and other call queuing/management devices that will work with AT&T Merlin, Nortel Meridan, Nortel Norstar, NEAX 2000 IVS or NEAX 2400 switches or other switches that support TAPI and/or TSAPI interfaces; Programming interfaces that allow the development of desktop interfaces. Features such as 24 hour operations, remote maintenance and upgrade, scalibility, data exchange mechanisms via CTI links to Interactive Voice Response (IVR) components, dynamic queue messaging and queue waiting time computation capability are highly desirable. Systems or system enhancements which allow the incorporation of multi-media i/o devices i.e. fax, e-mail and internet access shoul also be provided. All responses must be received by close of business, November 17, 1995. Responses are to be provided to TOM LIGHTNER, at INS/HQ, 425 I Street NW, Room 4314, Washington, DC 20536, or faxed to Tom Lightner at 202-616-7401. NO TELEPHONE RESPONSES WILL BE ENTERTAINED. (0303)

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