Automated Call Service System

The Vendor is required to provide for a mass automated call service.
- Call Service System must be able to:
•    Send mass email notifications with read results of email, read or unread.
•    Send mass text message notification, with opt out option and report if messages were read or opted out.
•    Send mass perform call campaigns: 
o    Average monthly call volume is about 20,000 calls per month. *(agency current call volume is approximately 20,000 calls per month and may increase if agency purchases and manages additional mortgages and/or loans.)
o    Hours of operation must be m-f 8:30 am – 5:00 pm ET, however, the call system must be available until 7 pm ET.
o    Include 4 initial user access rights with the flexibility to add additional users upon agency request
o    May be a predictive dialer system
•    Support for stir/shaken (secure telephone identity revisited (stir) and signature-based handling of asserted information using tokens (shaken) standards is preferred but not required. 
•    Mass notification results shall be downloadable and return at minimum in separated columns and include, but not be limited to, the following:
o    The name (loan number)
o    Destination phone number
o    Number of attempts
o    Date of attempts
o    Delivery time
o    Transfer status
o    Date of transfer status
o    Delivery time
o    Duration of call
o    Results of the call
o    Machine reached
o    Person reached
o    Invalid number
o    No answer
o    Message read
o    Message unread
o    Email read
o    Email unread
o    Message not delivered bad number
o    Email not delivered bad email address
•    Live agent: the live agent is a staff member of agency. After the message plays, the caller has an option to press a number for a live agent. Upon selection, the call will transfer to a specific telephone number designated by agency.  
•    Ensure dialer service can call or text two (2) numbers if an additional number is listed and return messages for both lines. If two telephone numbers are included in the uploaded call file (e.g. Cell and/or home), the system will attempt contact on both numbers. Results must be returned for both numbers. 
•    Record, name and save messages until deleted by user. 
•    Pre-selected/general voice options where a recorded message can be typed.
•    Although phone is the primary source of contact, agency wishes to include the use of one-way mass text messaging capabilities. Agency may or may not determine a need for two-way mass text messaging capabilities in the future. 
•    Archive all reports (uploaded and downloaded) and remain accessible for a minimum of one (1) year from the saved date
•    Set a certain number of calls to start within certain time intervals
- For Internal User(s) Contractor must:
•    Ensure users have access to the website to perform the functions of uploading and downloading mass notification campaigns independently without depending on contractor to do so.
•    Ensure user can upload a call log with loan numbers via comma space delimited, pipe delimited, text file, preferably using excel.xlsx or comma space delimited format.
•    Ensure user can type an automated message and choose different message styles
•    Ensure user can record their own voice for a message.