Interactive Voice Response System

The Vendor is required to provide to obtain high-level market information on interactive voice response (IVR) systems that support customer support and service desk operations.
- IVR solution overview
• Provide a brief description of the solution, including whether it is a stand-alone telephony platform or part of a broader contact and call center system, typical customer support use cases, and general call volumes supported.
- Key capabilities (customer support focus)
• Inbound and outbound call handling (answer, hold, transfer, voicemail)
• Call routing (queues, IVR, routing by department, topic, or business hours)
• Agent status management and availability tracking
• Call recording and playback capabilities
• Basic reporting (e.g., call volumes, wait times, agent activity)
• Support for consistent performance in remote and hybrid work environments
• Callback feature – the ability for callers to request a return call
- Administration, integration & support
• Call flows, queues, and user configurations are managed, ability to integrate with existing systems (e.g., CRM platforms such as dynamics 365), typical implementation timeframe, and high-level ongoing support model.