E911 Cloud-Based Customer Contact Center Solution

The Vendor is required to provide a comprehensive cloud-based AI-Call Center Solution to assist with the processing of non-emergency calls originating on E911 Call Processing Equipment (CPE).
- These calls require Call Takers to spend time answering these non-emergency calls, potentially delaying the response time for higher priority emergency calls.
- Obtaining a cloud-based AI-Call Center Solution to assist with the processing of non-emergency calls should improve the response time for true emergency callers.
- The AI-Call Center Solution would interact with the non-emergency callers, in a spoken conversational manner, to determine the type of assistance needed, and then process the calls appropriately.
- Non-emergency calls would be delivered to the AI-solution from the CPE via an Application Program Interface (API) (the API specific details will be determined by the CPE and the AI-Call Center Solution vendor).
- At a minimum, the system would converse in the English language but preferably be able to process calls in other languages (e.g. Spanish, French, etc.) as well.
- Create a non-emergency call within the agency’s Computer Aided Dispatch (CAD) system (Motorola PremieOne) for dispatch (e.g. Interface to CAD system via API, CAD CFS script, etc.)
- Provide information requested by the caller (e.g. How to obtain Police report, Web Address for City Services, etc.)
- Route the caller to E911 Emergency Queue for processing by E911 Call Taker personnel
- Route the caller directly to the appropriate department within the City that can better assist them (e.g. Transfer caller to Water Department, 3-1-1, etc.)
- The AI-Call Center Solution should be capable of the following:
•    Answer and process at least two hundred-fifty (250) concurrent calls
•    Process calls on a 24/7/365 basis
•    Provide a geographically dispersed system topology to ensure redundancy
•    Ensure a 99.9% uptime reliability
•    Provide intelligent call routing
•    Provide self-service options and agent assistance
•    Provide real-time/near real-time reporting and analytics (e.g. Calls processed, Average call processing times, Emergency call detection rates, etc.)
- Technical Support for the AI-Call Center Solution should be available on a 24/7/365 basis and call response would be based on the severity of the support needed (e.g. Service outage would require immediate response, while a configuration change could wait until the next business day, etc.).