Posted Date : August 30,2021
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : SW-47772
Government authority located in Tennessee; USA, based organization looking for expert vendor for inbound interactive voice response solution and service.
[A] Budget: Looking for Proposal
[B] Scope of Service:
(1) Vendor needs to provide inbound interactive voice response solution and service that allows customers to complete self-service transactions using voice and DTMF tones and route customer calls to a live agent.
- allow for integration with web-service application program interfaces
- inbound interactive voice response (IVR) solution that allows customers to complete self-service transactions using voice and DTMF tones and route customer calls to a live agent
- 300 dedicated lines for daily business activity and 1,000 overflow line capacity during major utility outage events
- ability to provide call scripts in English and Spanish languages
- integrates IT Systems via Https Web Service Integrations
- reviews IVR usage reports to determine what scripts are useful for callers and which scripts need to be improved
- solution to provide a payment call script that will allow payment methods to be saved for reuse and the ability to provide an updated account balance
- solution to provide a customer portal to manage application controls and parameters such as updating/changing business hours and adding ad hoc broadcast messages
- ability to add/edit call scripts postimplementation.
(2) All questions must be submitted no later than September 13, 2021.
(3) Contract period will be five years.
[C] Eligibility:
- Onshore (USA Organization Only);
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: September 22,2021
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$
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Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : SW-47772
Government authority located in Tennessee; USA, based organization looking for expert vendor for inbound interactive voice response solution and service.
[A] Budget: Looking for Proposal
[B] Scope of Service:
(1) Vendor needs to provide inbound interactive voice response solution and service that allows customers to complete self-service transactions using voice and DTMF tones and route customer calls to a live agent.
- allow for integration with web-service application program interfaces
- inbound interactive voice response (IVR) solution that allows customers to complete self-service transactions using voice and DTMF tones and route customer calls to a live agent
- 300 dedicated lines for daily business activity and 1,000 overflow line capacity during major utility outage events
- ability to provide call scripts in English and Spanish languages
- integrates IT Systems via Https Web Service Integrations
- reviews IVR usage reports to determine what scripts are useful for callers and which scripts need to be improved
- solution to provide a payment call script that will allow payment methods to be saved for reuse and the ability to provide an updated account balance
- solution to provide a customer portal to manage application controls and parameters such as updating/changing business hours and adding ad hoc broadcast messages
- ability to add/edit call scripts postimplementation.
(2) All questions must be submitted no later than September 13, 2021.
(3) Contract period will be five years.
[C] Eligibility:
- Onshore (USA Organization Only);
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: September 22,2021
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$