According to the solicitation, “the existing system no longer adequately serves our diverse customer base and lacks essential advanced features such as conversational AI, personalized self-service options and biometric authentication.”
As a result, OUC seeks to implement a modern, scalable IVR system that integrates seamlessly with its existing infrastructure.
By implementing this new “feature-rich call center IVR platform,” the commission aims to reduce operational costs, optimize agent utilization by automating routine tasks and provide customers with self-service options.
Currently, OUC hosts its IVR system on-premises and has limited experience with cloud-based solutions.
The commission is open to both on-premises and cloud-based alternatives but has not decided which solution they prefer. Consequently, bidders must specify whether their proposed solution is available as an on-premises, cloud-based or hybrid solution.
If the proposed solution is cloud-based, bidders must provide details on whether a private or public cloud environment is required.
The commission is also asking for information on:
- Product licensing, maintenance and support
- Service level agreements
- Cybersecurity and infrastructure hardening
- Environment management and refresh approach for testing and production
- Product upgrade, patching and bug fix approaches
