Description
The City of Atlanta, Emergency 911 Department is seeking a comprehensive cloud-based AI-Call Center Solution to assist with the processing of non-emergency calls. The solution should be capable of answering and processing at least 250 concurrent calls, provide intelligent call routing, and offer self-service options and agent assistance. The solution must also provide real-time/near real-time reporting and analytics. The vendor must provide at least three existing customer references and demonstrate their solution to key City representatives.
• The solution should be capable of conversing in English and preferably other languages.
• The solution should be able to process calls in a spoken conversational manner and determine the type of assistance needed.
• The solution should be able to create a non-emergency call within the agency’s Computer Aided Dispatch (CAD) system.
• The solution should be able to route the caller directly to the appropriate department within the City.
• The solution should be capable of providing a geographically dispersed system topology to ensure redundancy.
• The solution should ensure a 99.9% uptime reliability.