SW-31447 - USA (Florida) - Interactive Voice Recognition Solution - Deadline March 25,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-31447

Government Authority located in Florida; USA based organization looking for expert vendor for interactive voice recognition solution.

[A] Budget: Looking for proposal

[B] Scope of Service:

Vendor needs to provide interactive voice recognition solution functionalities for utilities payment by phone for the customers to access their account information, make payments and manage the account over the phone include phone-based account information and payment options, out-bound notification for payment due dates and delinquencies, and call-back
response options for customer service.
- Current balance owed
- Last billing date and amount
- Next billing date
- Customer will be able to provide payment details to make credit card payments
- The vendor must describe and demonstrate that the proposed solution is fully PCI compliant.
- The IVR will be able to accept ACH e-check payment details (Bank routing number, Bank account number, etc.) and pass the information to payment gateway - Converge
- Transaction Convenience fee set by the County departments, and available using the Navi line database API interface through Fusion, must be added to the payment amounts
- Vendor to provide available solution options to identify potential duplicate payments and, if discovered, how they inform the County of that discovery (so that County may research)
- Ability to generate canned and customized reports in the IVR application that includes: Call Statistics, Call Activity History, Call Detail History, Other Ad Hoc reports, provide daily automatic payment reports that the County can use to validate against Naviline and/or GL reports.  

[C] Eligibility:

Onshore (USA Only)

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office premises.

Expiry Date : Wednesday, 25 March, 2020

Category : Software, System and Application, Call Center and Answering

Country : USA

State : Florida

RFP Expired

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