In an open RFP, the city of Sacramento is looking for a vendor to "design and implement a natural language interactive voice response (IVR) system for the 311 Call Center.
The city says the call center receives 40,000 to 50,000 calls each month and that volume is projected to increase. The city currently is using an IVR system with basic functionality, but wants a more expansive system to automate more service requests.
The new IVR system will integrate with the Oracle Service Cloud CRM, which the city's 311 division uses to process service requests. Sacramento currently uses Cisco IVR and ArcGIS.
The RFP was issued on Dec. 1 and responses are due Jan. 4, 2016. More information is available here.
