ICANN is issuing today a Request for Proposal (RFI) [PDF, 1.15 MB] to identify a Contact Center Service Provider capable of supporting ICANN's New gTLD Applicant Support Center operations. The Contact Center Service Provider will provide the operational infrastructure and potentially, Tier 1 customer service agents necessary for a timely and professional response to all inquiries.
New gTLDs have been in the forefront of ICANN's agenda since its creation. The New gTLD program will open up the top level of the Internet's namespace to foster diversity, encourage competition, and enhance the utility of the DNS.
The program will create a means for prospective registry operators to apply for new gTLDs, and create new options for consumers in the market. When the program launches its first application round, ICANN expects a diverse set of applications for new gTLDs, including IDNs, creating significant potential for new uses and benefit to Internet users across the globe.
ICANN is committed to providing support to assist applicants through the New gTLD application process via the Applicant Service Center (ASC). Through this RFP, ICANN seeks to identify a Contact Center Service Provider that will meet the ASC operating and service requirements.
Respondents are requested to respond to this RFP by replying to customersupportRFP@icann.org by 15 July 2011. The period to submit questions about the RFP will close on 24 June 2011. ICANN will provide answers to all questions submitted to all respondents by 1 July 2011. The final response to the RFP is due on 15 July 2011.