IVR Application Development and Maintenance Services for Call Center Systems
The Interactive Voice Response (IVR) application is a way to provide accurate information to the callers 24/7. These applications also make it possible for the caller to talk to a live agent during business hours for any requests such as case specific information, renewals of EBT card, recertification of certain types…
Source ID: us-nyc-city-record-procurement-dept-of-social-svcs-human-resources-administration-20250820007
Scope overview
The Interactive Voice Response (IVR) application is a way to provide accurate information to the callers 24/7. These applications also make it possible for the caller to talk to a live agent during business hours for any requests such as case specific information, renewals of EBT card, recertification of certain types of cases, requisition for application kits, etc.
To provide consistent service and maintenance to these growing application and call center agents, there is a need to develop new scripts and maintain/administer Call Center Management and Nortel MPS (IVR) Systems.
To help develop and maintain certain IVRS applications which handle more than 10 million calls a year, there is a need for IVR developer to develop IVR applications and support maintenance using Avaya MPS (IVR) systems. These services will be provided by Avaya Staff. Asa result, the augmenatation of staff by two professional specialists are needed. Agency: Dept.
of Social Svcs/Human Resources Administration Status: Award
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