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 that encompasses voice interaction systems, chatbot platforms, and automated customer communication solutions now being solicited by state and local governments alongside broader IT service management and customer engagement platforms. State and local buyers are procuring these tools to automate high-volume routine interactions, manage customer inquiries, integrate with existing CAD and case-management systems, and reduce staff burden while improving service delivery speed. Recent solicitations show a mix of issuing bodies: higher education institutions (Valencia College, Orlando Utilities Commission, universities), city and county governments (City of Tucson, Dane County, City of Augusta), school districts (Hillsborough County Public Schools), transit authorities (DASH), and special-purpose districts (Gwinnett County Police Department Communications Division). The code sees active procurement across Florida, Georgia, Texas, Arizona, and the Midwest, with particular concentration in Florida school districts and utility systems.

Representative recent opportunities illustrate the breadth of voice and automation integration now tagged under this code. Valencia College in Florida issued RFI 202605 (due August 26, 2025) for an IT Service Management and Customer Service Management platform with AI-powered chatbot integration and advanced incident/asset management capabilities. The City of Tucson solicited Solicitation 260218 (proposals due July 13, 2026) through the Axia Cooperative purchasing program for an enterprise AI-powered service automation platform spanning three phases, beginning with IT Service Desk support and expanding to public-facing interactions across city departments, with an estimated annual nationwide purchase volume of $25 million and two percent administrative fee. Gwinnett County's RFP PA031-26 (due October 5, 2026) targets an E911 Community Engagement Solution combining automated survey delivery to 911 callers via SMS and text with Computer Aided Dispatch integration and sentiment analysis, serving approximately 720,000 annual calls across 150 authorized personnel. These solicitations reflect a market shift from standalone IVR systems toward integrated, multimodal automation platforms that combine voice, text, email, and dashboard channels within broader service-management ecosystems.