Interactive Call Handling System

The Vendor is required to provide to procure a comprehensive, state-of-the-art interactive call handling (ICH) system to process non-emergency public safety calls as efficiently and effectively as possible, while maintaining strong customer service.
- The system should include:
•    Artificial Intelligence (e.g. Natural Language Translation) for an intuitive interaction for members of the public who call the non-emergency line.
•    Cloud-based or cloud native.
•    Transcription and audio recordings for each call.
•    Recognize when something could be an emergency and prompt the caller to call, or have the ability to transfer the caller, to 911 instead.
•    The ability for the administrator to easily modify call flows without programming knowledge.
•    Geo-fencing capability to allow for geolocation validation and provide a dispatch able location.
•    A dashboard showing all completed calls and any follow-up that needs to occur.
•    The ability to track the follow-up performed by employees for record keeping and to avoid duplication of efforts.
•    The ability to automatically transfer to another phone number and send text messages and emails.
•    The ability to interact with the system through forms and other communications links via our website.
•    Text back feature to caller to inform them their call has been addressed.
•    The ability to evaluate call flows prior to implementing them.
•    The ability to process and/or interact with different languages.
•    Meet records retention requirements, including automatic deletion of files that are no longer required.
•    API for direct integration with CAD, or OTT solution for transferring caller data into CAD.
•    Data centers and/or data processing must occur in the country.
- The primary objective of this project is to implement a state-of-the-art ICH system that ensures:
•    Efficient processing of non-emergency public safety calls.
•    High levels of customer service and satisfaction for callers.
•    Automatic differentiation between emergency and non-emergency calls with appropriate guidance for callers.
•    Data retention compliance and record-keeping efficiency.
- Artificial Intelligence Integration: Utilize Natural Language Processing capabilities to facilitate intuitive caller interactions
- Call Processing Features:
•    Ability to recognize potential emergencies and redirect callers appropriately
•    Automatic transfer capabilities to designated numbers
•    Options to send text messages and emails
•    Multi-language processing capabilities
•    Automated text back feature to advise the caller their call has been addressed.
- Administrative Interface:
•    An easy-to-use interface for modifying call flows without requiring programming knowledge
•    A dashboard for real-time call data tracking, including completion status and necessary follow-up actions
- Recording & Retention:
•    Automatic transcription and recording of calls
•    Compliance with specified records retention policies and automatic deletion of files no longer needed
- Integration Capabilities:
•    API access for direct integration with CAD or other OTT solution.

- Contract Period/Term: 5 years
- Questions/Inquires Deadline: October 24, 2025