INTERACTIVE VOICE RESPONSE SYSTEM

The County of Riverside is seeking a vendor to provide an Interactive Voice Response (IVR) system to improve customer experience and provide robust self-service options. The system must be built on an Amazon Web Services (AWS) Connect platform and deliver high system reliability, improve customer experience with call backs, enable voice recognition and response with natural language interactions, and provide omni-channel communication. The vendor will be responsible for providing professional services to build and deploy the IVR system, as well as managed services for production support and system enhancements. The contract was awarded to TTEC Digital dba VoiceFoundry, pending approval from the Riverside County Board of Supervisors. Some key features of the contract include: • The IVR system must be able to handle a high volume of calls and provide reliable service to customers. • The system must be able to integrate with existing systems and provide real-time updates. • The vendor must provide professional services to build and deploy the IVR system, as well as managed services for production support and system enhancements. • The contract is pending approval from the Riverside County Board of Supervisors.