UNSPSC 43221520: Interactive voice recognition equipment

This platform is a Telecommunications Network Component that is capable of setting up a voice dialog with a subscriber of the Telecommunication Network involved and to direct the subscriber to a requested service.

UNSPSC 43221520 Interactive voice recognition equipment is a Commodity code covering voice response and call-center automation systems that state and local governments deploy to handle inbound calling, automated call routing, voicemail management, and customer self-service. Recent solicitations show two distinct use cases: maintenance and support of existing proprietary IVR platforms (such as Teleserve and Unified Dispatch systems serving unemployment benefits and paratransit operations), and procurement of new cloud-based conversational AI call-center solutions designed to reduce call volume and improve routing efficiency. State departments, county transit authorities, cities, and school districts issue solicitations under this code. The State of Illinois has posted sole-source maintenance contracts for legacy IVR systems supporting unemployment compensation; Broward County, Florida sought to validate sole-source support arrangements for its paratransit IVR platform; and Clayton County Public Schools in Georgia solicited hosted voice and fax services combining traditional PBX telephony with IVR capabilities. The Alliance for Innovation (AFI), a cooperative purchasing vehicle, has recently offered a broader AI-driven translation and language access procurement serving public agencies nationwide, which includes on-demand voice interpretation and real-time AI voice systems.

Recent activity concentrates in Illinois, Florida, and Georgia. The State of Illinois issued solicitation 27427DESINFOSB52522 on May 21, 2026 (response due May 25, 2026) for sole-source FY27 maintenance of Teleserve IVR and AccessNet WinRIMS software supporting the state's unemployment benefits system. Broward County, Florida posted RFI TRN2131668F1 on February 5, 2026 (due February 13, 2026) to determine if alternate providers could support its Unified Dispatch APIS/IVR paratransit call center system. Clayton County Public Schools, Georgia solicited RFP 005-26 on February 11, 2026 (due March 18, 2026) for hosted voice and fax services across 67 schools serving over 50,000 students. The Alliance for Innovation cooperative RFP AFI2026124 (due May 11, 2026, with mandatory pre-proposal conference April 13, 2026) encompasses multiple workstreams including AI voice interpretation and emergency translation services, with projected annual contract value of $10 to $25 million after ramp-up and anticipated award June 1, 2026. The City of Atlanta posted a pre-advertisement notice (PE66062NONST2026000000316) on February 4, 2026 (due February 27, 2026) signaling an upcoming competitive sealed bid for a cloud-based AI call-center solution to manage non-emergency 911 calls at 99.9% uptime across 250 concurrent calls.