Interactive Voice Response (IVR) Solution Replacement

Orlando Utilities Commission

Buyer is seeking to replace its existing Interactive Voice Response (IVR) system with a modern, scalable solution. The new system must incorporate advanced capabilities like natural language processing, multi-channel support, and seamless integration with backend systems. Buyer aims to enhance customer experience while reducing operational costs through increased automation and self-service options. The solution must be highly scalable, secure, and compliant with relevant regulations.

• 1/27/2025 - Pre-response Conference
• 2/4/2025 - Questions/Comments Due
• 2/11/2025 - Addendum Due
• 3/18/2025 - Proposal Due Date

• Experience providing IVR solutions to utility companies
• Proven experience implementing NLP and AI-based customer service automation
• Experience integrating with utility CIS, ERP, and billing systems
• Compliance with data security and privacy regulations
• Adherence to recognized security frameworks like NIST or ISO 27001
• Dedicated 24/7 support team with proven SLA metrics
• Financial stability demonstrated by audited financial statements

• Replace existing IVR system with modern, scalable solution
• Implement natural language processing and voice recognition capabilities
• Integrate with customer information system and other backend systems
• Provide multi-channel support (voice, SMS, digital)
• Ensure scalability to handle increased call volumes during peak periods
• Implement robust redundancy and failover capabilities
• Provide comprehensive reporting and analytics tools
• Ensure data security and compliance with regulations
• Conduct training for staff on new IVR system
• Migrate existing IVR applications and call flows to new system