UNSPSC 43232703: Interactive voice response software

Interactive voice response software is a software used in PBX and voice mail systems, that uses a prerecorded database of voice messages to present options to a user, typically over telephone lines. User input is retrieved via DTMF tone key presses. When used in conjunction with voice mail, for example, these systems typically allow users to store, retrieve, and route messages, as well as interact with an underlying database server which may allow for automated transactions and data processing.

UNSPSC 43232703 Interactive voice response software is a Commodity code capturing state and local government purchases of specialized telecommunications and workflow-automation platforms, though recent solicitations reflect broader software categories than the code name alone suggests. State and local agencies are actively soliciting interactive voice response (IVR), computer-aided dispatch (CAD), case management, learning management, client management, ERP, and document management systems—indicating the code spans a range of real-time customer-service and operational-management applications built on voice, web, and cloud architectures. Issuing bodies include city procurement departments (Philadelphia, Tucson, Santa Monica, Tarpon Springs, Manitowoc), state agencies and departments (Texas Parks and Wildlife, Texas Department of Criminal Justice, Texas Comptroller, Washington Department of Health, Georgia Department of Community Health, Nevada Health and Human Services), counties (Hillsborough, Marion, Collier), universities (University of Mississippi, Kennesaw State, Atlanta Regional Commission), and special-purpose districts (DASH transit authority in Alexandria, Maritime Metro Transit). Recent opportunities show Philadelphia and Texas agencies posting frequently, with activity concentrated in transaction-processing renewals and new implementations requiring cloud hosting, HIPAA or NIST compliance, and extensive user-acceptance testing.

Recent representative solicitations span multiple jurisdictions and implementation scales. The City of Alexandria issued RFP 2009 on behalf of DASH (Dougherty Area Transit System) for a next-generation CAD/AVL system replacement, sealed proposals due August 18, 2026, supporting real-time bus tracking, wayside displays, and customizable reporting across a 115-vehicle fleet with federal CMAQ and RSTP funding and zero percent DBE goals. The Texas Department of Criminal Justice issued RFO 696-TL-26-O020 for a cloud-based Learning Management System serving 35,000 employees, responses due August 6, 2026, with mandatory 3.00% VetHUB participation and TX-RAMP Level 2 certification required. The Washington State Department of Health Office of Drinking Water released RFQQ 26-078 on June 4 for transition from legacy Sentry to EPA Safe Drinking Water Information System (SDWIS) State suite, proposals due July 23, 2026, budgeted at $2,298,707 over six years with Washington Small Business and Veteran-Owned Business scoring bonuses. The City of Tucson issued RFP 260218 on June 12 for enterprise AI-powered service automation through Axia Cooperative purchasing (estimated $25 million nationwide annual volume), proposals due July 13, 2026, with ARPA funding, FTA compliance, and HUD Section 3 labor requirements. Geographic concentration shows Texas (state agencies and municipalities) posting the most activity, followed by Florida counties, Washington state, Georgia, Pennsylvania, and Illinois, with isolated opportunities in Colorado, Oregon, Mississippi, Michigan, and Wisconsin. The code sees steady renewal activity (software support and licensing continuations) alongside new competitive procurements for system replacement and digital-transformation initiatives.