PR8135_Attachment_A_-_Requirements_Issued.xlsx
XLSX spreadsheet 64 KB Posted
- Solicitation number
- PR8135
- Issued by
- Orange County, Orlando City, Florida
About this file
The document is a detailed Request for Proposal (RFP) issued by the Orlando Utilities Commission (OUC) in Florida for an Interactive Voice Response (IVR) Solution Replacement. The RFP seeks to replace the existing IVR system with a modern, feature-rich platform that supports advanced capabilities such as conversational AI, personalized self-service options, and biometric authentication. The solution must integrate seamlessly with OUC's existing infrastructure, including systems like OpenScape, CC&B, and Outage Management System. The project aims to enhance customer experience, reduce operational costs, and optimize agent utilization by automating routine tasks and providing intelligent self-service options.
The RFP includes extensive technical requirements across multiple categories, including admin functions, customer experience, self-service capabilities, call routing, security, compliance, and user experience. Key priorities include supporting multiple languages, implementing advanced authentication methods, ensuring data privacy and security, and providing comprehensive analytics and reporting capabilities. The solution must offer a 99.95% system uptime, comply with various regulatory standards (NIST, GDPR, CCPA), and support seamless integration with existing third-party systems. While specific pricing details are not fully disclosed in the document, the RFP indicates that bidders must provide a comprehensive breakdown of total cost of ownership, including implementation, licensing, maintenance, and support costs.
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Utility IVR Requirements
| ID | Category | Priority | Required / Nice-to-Have / Do Not Want | Requirement | Definition | Comments | Open Questions | Column1 | List of items to confirm are in the list to the left |
| 1 | Admin & Supervisor Functions | Medium | Automated IVR Testing Tools | ||||||
| 2 | Admin & Supervisor Functions | Medium | Interactive Voice Messaging | Enables supervisors to record and push out urgent voice messages or service updates to customers via the IVR. | |||||
| 3 | Admin & Supervisor Functions | Medium | Remote Agent Monitoring | Allows supervisors to monitor and coach remote agents in real-time through the IVR system. | |||||
| 4 | Customer Experience | Medium | Advanced Speech Analytics | ||||||
| 5 | Customer Experience | High | Automated Language Detection | ||||||
| 6 | Customer Experience | Medium | Call Disposition Codes | ||||||
| 7 | Customer Experience | Medium | Call Warm Transfers | ||||||
| 8 | Customer Experience | High | Context Retention for Callbacks | ||||||
| 9 | Customer Experience | Medium | Contextual Knowledge Base Integration | ||||||
| 10 | Customer Experience | Medium | Customizable Greeting & Prompts | ||||||
| 11 | Customer Experience | Medium | Dynamic IVR Menus | ||||||
| 12 | Customer Experience | Low | Gamification of IVR Interaction | Adds gamification elements, such as awarding points or offering discounts, for customers who frequently use self-service options or complete specific actions within the IVR. | |||||
| 13 | Customer Experience | Medium | In-Call Notifications | ||||||
| 14 | Customer Experience | High | Intelligent IVR Menu Simplification | ||||||
| 15 | Customer Experience | Low | IVR Callback Confirmation Prompts | Prompts customers to confirm or update their contact information before scheduling a callback, ensuring accuracy and avoiding missed follow-up calls. | |||||
| 16 | Customer Experience | Medium | IVR Callback Number Confirmation | Automatically confirms the callback number with customers during IVR interactions, ensuring accurate contact information for follow-up interactions. | |||||
| 17 | Customer Experience | Medium | IVR Callback Reminders | Offers customers the option to set callback reminders for themselves for tasks they need to complete at a later time, such as payments or document submissions. | |||||
| IVR Callback Reminders | |||||||||
| 18 | Customer Experience | Medium | IVR Menu Learning | Utilizes machine learning to track and adapt to frequent customer choices, reorganizing menus for faster access to popular options. | |||||
| 19 | Customer Experience | Medium | IVR Menu Shortcuts | ||||||
| 20 | Customer Experience | Medium | IVR Progress Indicator | ||||||
| 21 | Customer Experience | Medium | IVR Script Optimization | ||||||
| 22 | Customer Experience | Medium | IVR to Live Agent Escalation | Provides a seamless handoff from the IVR system to live agents when customers need further assistance, without losing context or data. | |||||
| 23 | Customer Experience | Medium | Language Preference Memory | ||||||
| 24 | Customer Experience | High | Multimodal IVR Integration | ||||||
| 25 | Customer Experience | Medium | Multi-Region Language Adaptation | Adapts language and terminology based on regional differences (e.g., different dialects or colloquialisms) within the IVR, providing more culturally relevant interactions. | |||||
| 26 | Customer Experience | High | Natural Language Processing (NLP) Support | ||||||
| 27 | Customer Experience | Medium | Personalized Hold Music | ||||||
| 28 | Customer Experience | Medium | Predictive Assistance in IVR | ||||||
| 29 | Customer Experience | High | Proactive Service Alerts | ||||||
| 30 | Customer Experience | High | Proactive Service Expiration Warnings | Alerts customers through the IVR when services are about to expire (e.g., subscriptions, memberships) and provides renewal options during the same interaction. | |||||
| 31 | Customer Experience | Medium | Service Level Agreement (SLA) Escalation | Automatically escalates calls to a higher priority or live agents if the customer's inquiry falls under a specific service level agreement requiring immediate attention. | |||||
| 32 | Customer Experience | Medium | Speech-to-Text Integration | ||||||
| 33 | Customer Experience | Medium | User-Friendly Error Recovery | ||||||
| 34 | Customer Experience | Medium | Visual IVR for Mobile Devices | ||||||
| 35 | Customer Experience | Medium | Visual IVR Support | ||||||
| 36 | Customer Experience | Medium | Voice Biometrics Authentication | ||||||
| 37 | Customer Experience | Medium | Voice Command Recognition | ||||||
| 38 | Customer Self-Service | Low | Access to Service Agreements | Allows customers to access information about their current service agreements or contracts through the IVR. | |||||
| 39 | Customer Self-Service | High | Account Balance Inquiry | ||||||
| 40 | Customer Self-Service | Medium | Automated Dispute Resolution | Provides automated options for customers to resolve disputes (e.g., billing errors, service issues) through the IVR system without needing live agent intervention. | |||||
| 41 | Customer Self-Service | Medium | Automated Service Cancellation | ||||||
| 42 | Customer Self-Service | Medium | Automatic Refund Processing | Allows customers to request and process refunds directly through the IVR system, with real-time updates on refund status and approval. | |||||
| 43 | Customer Self-Service | Medium | Auto-Payment Reminders | ||||||
| 44 | Customer Self-Service | Medium | Bill Payment Integration | ||||||
| 45 | Customer Self-Service | Medium | Cross-Sell and Up-Sell Opportunities | Identifies opportunities to cross-sell or up-sell additional services to customers based on their interaction history and account data, offering these during IVR interactions. | |||||
| 46 | Customer Self-Service | Medium | Customer Data Update | ||||||
| 47 | Customer Self-Service | Medium | Customizable IVR Surveys | ||||||
| 48 | Customer Self-Service | Medium | Detailed Transaction History | ||||||
| 49 | Customer Self-Service | Low | Energy Efficiency Tips | Provides customers with energy-saving tips or water conservation advice during the IVR interaction. | |||||
| 50 | Customer Self-Service | Low | Frequently Asked Questions (FAQ) Integration | ||||||
| 51 | Customer Self-Service | Medium | Interactive Payment Negotiation | Allows customers to negotiate payment terms, such as setting up a payment plan or deferring a payment, directly within the IVR system. | |||||
| 52 | Customer Self-Service | Medium | Interactive Surveys Through IVR | Allows customers to participate in interactive surveys or questionnaires during or after their call to gather feedback or conduct research. | |||||
| 53 | Customer Self-Service | Medium | Meter Reading Submission | ||||||
| 54 | Customer Self-Service | Medium | Multi-Channel Customer Service Handoff | ||||||
| 55 | Customer Self-Service | Medium | Multiple Account Management | ||||||
| 56 | Customer Self-Service | High | Multi-Step Process Handling | ||||||
| 57 | Customer Self-Service | High | Outbound IVR Notifications | ||||||
| 58 | Customer Self-Service | Medium | Payment Arrangement Options | ||||||
| 59 | Customer Self-Service | Medium | Personalized Billing Explanations | Provides customers with a breakdown of their billing details in an easy-to-understand format, using past usage and billing patterns. | |||||
| 60 | Customer Self-Service | Medium | Pre-Recorded Agent Prompts | Uses pre-recorded agent prompts in the IVR system to make self-service options feel more personal and reduce reliance on live agents for common queries. | |||||
| 61 | Customer Self-Service | Medium | Real-Time Order Tracking | ||||||
| 62 | Customer Self-Service | Medium | Schedule Service Appointments | ||||||
| 63 | Customer Self-Service | High | Service Outage Reporting | ||||||
| 64 | Customer Self-Service | Low | Service Package Upgrades | Enables customers to explore and upgrade their service packages directly through the IVR. | |||||
| 65 | Customer Self-Service | Medium | Service Restoration Notifications | ||||||
| 66 | Customer Self-Service | Low | Subscription Management | Enables customers to manage their service subscriptions, opt into or out of services, and modify service levels through the IVR. | |||||
| 67 | Customer Self-Service | Low | Temporary Service Suspension | ||||||
| 68 | Customer Self-Service | Medium | Tiered Support Levels | This could differentiate the experience between Residential and Commercial. | |||||
| 69 | Customer Self-Service | Low | Usage History Inquiry | ||||||
| 70 | Customer Self-Service | Low | Utility Usage Forecasting | Provides utility usage forecasting for customers, helping them plan future consumption and costs. | |||||
| 71 | Outage Management | Medium | IVR Load-Shedding Alerts | Alerts customers of scheduled load-shedding events, providing specific timeframes and areas affected. | |||||
| 72 | Outage Management | Low | Service Outage History Inquiry | Allows customers to inquire about previous outages in their area and how they were resolved. | |||||
| 73 | Personalization | Low | Account-Specific IVR Information | Provides tailored IVR options and messages based on the customer's account type or subscription plan (e.g., premium customers hearing different messages or options than standard customers). | Major Accounts | ||||
| 74 | Personalization | Medium | AI-Based Recommendations | ||||||
| 75 | Personalization | Medium | Behavior-Based Call Routing | Routes customers based on past behavior or interaction patterns (e.g., routing frequent callers to specific agents or services they use regularly). | |||||
| 76 | Personalization | Medium | Contextual Marketing Through IVR | ||||||
| 77 | Personalization | Medium | Customer Identification & Authentication | ||||||
| 78 | Personalization | Medium | Customer Journey Mapping | ||||||
| 79 | Personalization | Low | Customer Preference Settings | ||||||
| 80 | Personalization | Medium | Customer Segment-Based IVR Flow | Major Accounts | |||||
| 81 | Personalization | Low | Demographic-Based IVR Personalization | Tailors the IVR experience based on customer demographics (e.g., age group, region) to provide relevant options or services. | |||||
| 82 | Personalization | Medium | Geotargeted Service Recommendations | Offers location-based recommendations (e.g., energy efficiency programs, local offers) tailored to the customer’s geographic area. | |||||
| 83 | Personalization | Low | IVR Customization Based on Customer Type | ||||||
| 84 | Personalization | Medium | IVR Personalized Greetings | Automatically adjusts IVR greetings and messages based on customer profiles, preferences, or account history for a personalized experience. | |||||
| 85 | Personalization | Medium | IVR Personalized Suggestions | Offers personalized suggestions based on the customer’s historical interactions and account data. | |||||
| 86 | Personalization | Medium | IVR Preferences Based on Account Age | Customizes IVR experiences based on the length of time a customer has been with the company, offering rewards or shortcuts for long-standing customers. | |||||
| 87 | Personalization | Medium | IVR Script Personalization Based on Recent Activity | ||||||
| 88 | Personalization | Low | Location-Aware IVR Prompts | Uses the customer’s geographic location to offer region-specific messages or services, such as weather-related alerts or regional promotions, in the IVR menu. | |||||
| 89 | Personalization | Medium | Multi-Language Support | ||||||
| 90 | Personalization | Low | Personalized Loyalty Rewards Information | Provides loyalty program members with updates on their rewards balance, special offers, or exclusive services directly through the IVR. | |||||
| 91 | Personalization | Medium | Predictive IVR Responses | ||||||
| 92 | Personalization | Medium | Seasonal IVR Prompts | Allows for seasonal updates to IVR scripts, providing context-specific messages such as holiday greetings or weather-related service tips based on the time of year. | |||||
| 93 | Personalization | Medium | Time-Based Callbacks | Enables customers to schedule a callback at a specific time when they are available, which can be handled by either an IVR follow-up or a live agent. | |||||
| 99 | Reporting & Analytics | High | IVR Drop-Off Rate Analysis | Provides detailed reporting on where and why customers drop off in the IVR process, helping identify problem areas in the IVR flow. | |||||
| 100 | Reporting & Analytics | Medium | IVR Optimization Analytics | ||||||
| 101 | Reporting & Analytics | Medium | IVR Path Optimization | ||||||
| 102 | Reporting & Analytics | High | IVR Service Quality Monitoring | ||||||
| 103 | Reporting & Analytics | Medium | Real-Time IVR Performance Metrics | ||||||
| 104 | Reporting & Analytics | High | Root Cause Analysis for IVR Failures | ||||||
| 105 | Reporting & Analytics | High | Sentiment Analysis Reporting | ||||||
| 106 | Reporting & Analytics | Medium | Service Recovery Metrics | ||||||
| 107 | Security & Compliance | High | Continuous Voice Authentication | Continuously verifies the customer's identity throughout the entire IVR session, rather than only at the start, ensuring secure interactions for the entire call. | |||||
| 108 | Security & Compliance | High | Data Encryption | ||||||
| 109 | Security & Compliance | High | Data Masking for Sensitive Information | ||||||
| 110 | Security & Compliance | Medium | Fraud Detection & Prevention | Uses AI to detect suspicious activity in customer accounts during IVR interactions and triggers additional security measures. | |||||
| 111 | Security & Compliance | Medium | GDPR/CCPA Compliance | Ensures compliance with data protection laws such as GDPR or CCPA by properly handling customer data in the IVR system. | |||||
| 112 | Security & Compliance | High | IVR Fraud Detection via Voice Biometrics | Uses advanced voice biometrics to detect and prevent fraudulent activity during IVR interactions by comparing voiceprints against known fraud profiles. | |||||
| 113 | Security & Compliance | High | PCI-DSS Compliance | Ensures that all payment-related interactions within the IVR are PCI-DSS compliant. | |||||
| 114 | Security & Compliance | High | Regulatory Compliance Reporting | Automatically generates reports ensuring IVR interactions comply with relevant industry regulations (e.g., PCI-DSS, HIPAA), providing auditable records for legal purposes. | |||||
| 115 | Security & Compliance | Medium | Secure Document Submission | Allows customers to securely submit required documents, such as IDs or contracts, directly through the IVR system via secure links or codes. | |||||
| 116 | Security & Compliance | High | Secure Payment Tokenization | Uses tokenization to securely process payments within the IVR, replacing sensitive credit card information with tokens to minimize the risk of data breaches. | |||||
| 117 | Security & Compliance | Medium | Time-Limited Access to Sensitive Data | Ensures that sensitive customer information (e.g., account details, payment info) is only accessible for a limited time during the IVR interaction, enhancing security. | |||||
| 118 | Security & Compliance | Medium | Two-Way Authentication During IVR | Supports two-way authentication protocols, such as customers confirming their identity through both voice recognition and SMS codes, enhancing security for sensitive transactions. | |||||
| 119 | Security & Compliance | High | Voice Authentication Failover | ||||||
| 120 | Security & Compliance | High | Voiceprint Authentication for High-Value Transactions | Uses advanced voice biometrics to authenticate high-value transactions within the IVR, reducing fraud and ensuring secure interactions. | |||||
| 121 | Security & Compliance | Medium | Voiceprint Enrollment | ||||||
| 122 | Security & Compliance | High | End-to-End Encryption | ||||||
| 123 | Security & Compliance | High | Real-Time Fraud Monitoring | ||||||
| 124 | Security & Compliance | Medium | Regulatory Audit Logging | ||||||
| 125 | Security & Compliance | High | Sensitive Data Masking | ||||||
| 126 | Security & Compliance | High | IVR Access Control | ||||||
| 127 | Security & Compliance | Medium | Biometric Fraud Detection | Utilizes biometric analysis (e.g., voiceprint matching) to detect and prevent identity fraud in real-time during IVR interactions. | |||||
| 128 | Security & Compliance | Medium | Automated GDPR Data Requests | Provides an automated IVR process for customers to request access to or deletion of their personal data, complying with regulations such as GDPR and CCPA. | |||||
| 129 | Security & Compliance | High | IVR Interaction Privacy Settings | ||||||
| 130 | Security & Compliance | High | Dual Authentication for High-Risk Transactions | ||||||
| 131 | Security & Compliance | High | Tamper-Proof Interaction Logging | Ensures that all interaction logs (e.g., call recordings, customer inputs) are stored in a tamper-proof environment to guarantee integrity for legal and compliance purposes. | |||||
| 132 | Security & Compliance | Medium | Multi-Layer Threat Detection | Employs multiple security layers (e.g., behavioral analysis, AI-driven threat detection) to proactively detect and mitigate security threats during IVR interactions. | |||||
| 133 | Security & Compliance | High | Compliance with Data Localization Laws | Ensures that customer data processed or stored through the IVR adheres to country-specific data localization laws, ensuring that data remains within the legal jurisdiction where required. | |||||
| 134 | Security & Compliance | Medium | Anonymous IVR Interaction Option | ||||||
| 135 | Security & Compliance | High | IVR Interaction Data Retention Policies | ||||||
| 136 | Security & Compliance | Medium | Real-Time Regulatory Updates | Continuously updates IVR system protocols to adhere to changes in regulatory requirements (e.g., data privacy laws, financial regulations), ensuring compliance without system downtime. | |||||
| 137 | Security & Compliance | High | IVR Data Access Monitoring | ||||||
| 138 | Security & Compliance | High | Secure Payment Verification | Verifies the authenticity of payment methods through secure protocols like tokenization and two-factor authentication (2FA) during IVR-based transactions. | |||||
| 139 | Security & Compliance | Medium | Data Breach Notification System | Implements an automated system for notifying customers via the IVR in case of a data breach, ensuring quick response and adherence to data breach disclosure laws. | |||||
| 140 | Security & Compliance | High | IVR Consent Recording | ||||||
| 141 | Security & Compliance | Medium | IVR-Based Identity Proofing | Supports identity proofing for high-security services (e.g., government or financial institutions) by using multi-factor identity verification directly through the IVR. | |||||
| 142 | Security & Compliance | High | AI-Driven Compliance Monitoring | Leverages AI to monitor and ensure that IVR interactions comply with industry regulations (e.g., script adherence, accurate data handling), and flags potential compliance issues in real-time. | |||||
| 143 | Security & Compliance | Medium | Compliance with Accessibility Laws | ||||||
| 144 | Security & Compliance | High | Blockchain for Interaction Integrity | Uses blockchain technology to secure and verify the integrity of IVR transaction records, ensuring that customer interactions cannot be tampered with or altered after the fact. | |||||
| 145 | Security & Compliance | Medium | Access Control for Sensitive Transactions | Restricts access to high-risk IVR transactions (e.g., large financial transfers) based on customer authentication levels and ensures detailed logging for audit purposes. | |||||
| 146 | Security & Compliance | High | GDPR/CCPA Compliance Auditing Tools | Provides built-in tools to audit IVR interactions and ensure compliance with GDPR, CCPA, and other privacy regulations, offering real-time compliance monitoring and alerts. |
Priority Definitions Must Have Requirement:
Definition - Non-negotiable essentials critical for project success Implication - Proposals must meet these requirements to be considered Should Have Requirement:
Definition - Important features that add significant value but are not critical on day one Implication - High priority but can be deferred if necessary Could Have Requirement:
Definition: Desirable features that have a smaller impact if left out of initial implementation Implication - Nice to include if resources allow Wont Have (At Present) Requirement:
Definition: Out of scope for initial implementation Implication: Not to be included in current proposals but documenting for future reference
Implementation Ph. Definitions Pre-Deployment:
Description: This requirement refers to a tool or functionality that is needed during the pre-solution deployment phase of implementation to ensure that the IVR system launches with accurate and complete data, minimizing disruption and maximizing the efficiency of OUC call center operations from the start.
Day 1:
Description: This requirement refers to a tool or functionality that is essential for ensuring the smooth operation and optimal performance of the IVR system from Day 1, contributing to a positive customer experience and efficient call center operations.
Post Initial Deployment:
Description:This requirement refers to a tool or functionality that would be a valuable post-deployment addition, providing ongoing value and enabling continuous improvement of the IVR system or overall OUC operation.
PR8135 Solution Requirements
| Requirement Topic | Requirement Description | Priority | Anticipated Solution Implementation Phase | Bidder Response |
| Interaction Logging | Solution will generate and log disposition codes based on the outcome of each IVR interaction. These codes should be customizable based on specific transaction types or outcomes (e.g., completed transaction, abandoned call, customer escalated to agent). The logged disposition codes must be accessible and seamlessly passed to agents during call transfers, or stored within the system for future reporting and analysis. The solution should ensure that all interaction data, including disposition codes, is captured in a format that supports integration with external reporting tools and customer management systems. Log will include but not be limited to: timestamps, caller ID, and transaction data. | Must Have | Day 1 | |
| IVR Analytics | Solution must posses analytics capabilities that can evaluate failed IVR interactions. It should provide insights into user errors, system glitches, or interaction breakdowns, allowing for root cause identification. The solution must recommend targeted improvements to optimize customer experience. This data must be exportable or accessible via reporting tools for further analysis and continuous system refinement. | Should Have | Post Initial Deployment | |
| IVR Interface | Solution should include an intuitive interface for OUC administrators to manage IVR settings, prompts, and call flows. All configurable information should be exportable. | Must Have | Day 1 | |
| IVR Environments | Solution provides each of the following environments: Development, Test, UAT and Production. | Must Have | Day 1 | |
| IVR System Testing | Solution must posses comprehensive automated testing capabilities for ensuring both availability and functionality of all IVR system components. Bidder will provide evidence of ability complete high volume transactional testing to simulate conditions solution would experience during periods of high call volume. | Must Have | Day 1 | |
| Auto Attendant | Solution must provide "auto-attendant" functionality to direct callers to non-call center staff (HR, IT Helpdesk etc.) via specific call flows | Must Have | Day 1 | |
| Background Noise/Call Quality | Solution should eliminate/minimize background noise and other call quality impacting factors to ensure there is no negative impact on callers ability to successfully navigate IVR and/or utilize self-service functionality. | Must Have | Day 1 | |
| Unplanned Outage | If bidder is proposing a cloud solution they are responsible for ensuring system provides continuity and remains fully functional during unplanned system interruptions | Must Have | Day 1 | |
| Script Optimization | Solution will analyze IVR scripts and optimize them for: better customer satisfaction, lower abandonment rates, reduced bottlenecks, and improved overall performance. Please provide sample output of analysis detailing what is available. | Should Have | Post Initial Deployment | |
| System Monitoring | Solution must include the capability to monitor and report on the quality of IVR interactions, identifying issues such as poor voice recognition accuracy, slow system response times, or difficulties in menu navigation. The system should provide detailed reports that highlight patterns in customer interaction failures. Additionally, the solution should include real-time alerts or periodic notifications when performance metrics fall below acceptable threshold. | Must Have | Day 1 | |
| System Uptime and Proactive Communication | Solution must guarantee a minimum uptime of 99.95%, ensuring continuous availability to support critical customer interactions. In the event of downtime or system unavailability, the vendor must provide real-time monitoring with automatic alerts and proactive outreach to designated stakeholders. Within your response please provide listing of all potential formats for outreach/notification. Provide definition and calculations used to measure uptime, including historical performance | Must Have | Day 1 | |
| 3rd Party Exchange | Application must support real-time data transmission to and from approved third-party vendors/vendor interfaces to facilitate seamless customer support. | Must Have | Day 1 | |
| NIST Encryption | Solution must fully comply with the current National Institute of Standards and Technology (NIST) Cybersecurity Framework (CSF) standards. This compliance is mandatory to ensure robust cybersecurity risk management and alignment with industry best practices. The vendor must commit to continuously monitoring, updating, and aligning their solution with all relevant and evolving network data security standards. This includes implementing necessary adjustments within a specified timeframe to ensure ongoing compliance and protection against emerging security threats | Must Have | Day 1 | |
| Data Protocols | Solution must utilize industry-standard communication protocols (e.g., RESTful APIs, SOAP) for data exchange, adhering to OUC's integration standards and security policies (Requirements attached to RFP) | Must Have | Day 1 | |
| Integration Changes | Solution supports a modular integration approach to easily add or modify third-party connections without significant changes to the core IVR application | Should Have | Post Initial Deployment | |
| Systems to Integrate | Solution must integrate seamlessly with existing OUC systems. Provide comprehensive documentation detailing the integration process, data structures, and any middleware used: |
1) OpenScape - Intelligent call routing and reporting
2) CC&B - Customer information system in order for interaction tracking at a customer level
3) Outage Management System (OMS): For real-time outage reporting and updates
4) Lyons - ACH Bank Account Verification - API
5) Experian - Utility Credit Check and Identity Verification - API
6) Verint Call Recording/Analytics - API
Bidders are required to provide detailed explanations of their methods for handling real-time data synchronization to ensure minimal latency between systems
| Must Have | Day 1 | ||
| HW/SW Requirements | Bidder must provide a comprehensive description of all client and server hardware requirements necessary for the successful deployment and optimal operation of the proposed IVR solution. This should include detailed specifications for servers, networking equipment, storage, and any additional hardware components required to support the system in a production environment. | Must Have | Day 1 |
| 3 Party SW | If solution requires use of 3rd party software ,vendor must specify all third-party software requirements, including the required Operating System and Database Management System for the proposed solution. | Must Have | Day 1 |
| Vendor Custom Coding | Bidder must provide description of any functionality requiring custom coding to interface with OUC-listed systems | Must Have | Day 1 |
| Voice to Text | Solution must have the capability to convert customer voice inputs into text in real-time. The following functionalities are required: |
1) Support for multiple languages, at a minimum English, and Spanish.
2) Achieve a minimum word recognition accuracy rate of 95% under normal operating conditions
3) Have the ability to Incorporate machine learning algorithms to improve accuracy over time through continuous learning
4) Convert voice inputs into text formats compatible with backend systems (e.g., JSON, XML)
5) Ensure text outputs meet the input specifications of existing applications and databases
| 6) Ensure minimal latency in transmitting transcribed text to backend systems to maintain a seamless customer experience | Must Have | Day 1 | ||
| Conversational AI | Solution must enable dynamic conversational customer interactions (Natural Language) through configurable settings and seamless integration with OUC's back-end systems | Must Have | Day 1 | |
| Data Migration | Bidder will migrate required data from existing IVR system to new solution including all required existing call flows and voice prompts. | Must Have | Day 1 | |
| Omnichannel capabilities | Solution must support omnichannel capabilities, enabling seamless integration with customer communication channels such as web, mobile apps, and SMS for a unified customer experience across all touchpoints | Must Have | Day 1 | |
| Account Updates | Solution will provide capability for IVR actions (e.g., payments, service requests) must be instantly synchronized with the customer’s online account, ensuring real-time updates across both platforms | Must Have | Day 1 | |
| SMS Messaging | Solution must support sending and receiving SMS messages to allow customers to interact with services via text, complementing the IVR experience | Must Have | Day 1 | |
| Transactional Messaging | Solution must support sending transactional messages (e.g., payment confirmations, outage alerts, appointment reminders) triggered by IVR interactions | Must Have | Day 1 | |
| Customer Channel Transition | Solution will allow customers to switch between channels while maintaining the interaction context through omnichannel communication integration | Must Have | Post Initial Deployment | |
| Data Sharing | Solution must share interaction history and context across channels, giving agents and systems complete visibility into customer interactions | Must Have | Day 1 | |
| Cross Channel Authentication | Solution must support secure authentication mechanisms and respect user permissions and access controls consistently across channels | Must Have | Day 1 | |
| Data Export | Solution has the ability to integrate with Microsoft BI tools and allows for IVR interaction data exports in all standard data formats | Must Have | Day 1 | |
| Data Capture | Bidder will provide list of all data to be stored or held in IVR in proposed solution and specify associated retention periods. | Must Have | Day 1 | |
| NLP Integration | Solution will support natural language processing (NLP) for customer interactions. Bidder will provide details on solution integrates with third-party NLP providers to enhance conversational capabilities. | Must Have | Post Initial Deployment | |
| Language Support Expansion | Solution will have capability to support expansion of languages serviced or supported (in addition to English and Spanish) as business needs change. | Should Have | Post Initial Deployment | |
| Knowledge Management | Solution must seamlessly integrate with OUC's existing knowledge management systems and databases. Solution must include mechanisms for regular content review, updates, and archiving, ensuring that all information remains current and accurate | Could Have | Post Initial Deployment | |
| Transactions To Complete | Solution must provide customers with the ability to complete the following transactions/obtain the following information in the IVR without Agent assistance once authenticated: |
1) Update Account Information
2) Pay Bill
3) Request Services (Stop/Start/Move)
4) Obtain Information On Elective Programs
| Must Have | Day 1 | ||
| FAQ Integration | Solution must have the capability to integrate a dynamic Frequently Asked Questions (FAQ) system. This system should provide customers with immediate, automated answers to common queries directly within the IVR, thereby reducing the need for live agent support and enhancing overall customer satisfaction. | Should Have | Post Initial Deployment |
| Multi Step Processing | Solution must enable customers to complete multi-step processes directly within the system without the need for live agent support. This includes submitting information across multiple forms or updating several pieces of information in a single interaction. | Must Have | Post Initial Deployment |
| Outage Management System Integration | Through integration with OMS system, the solution must enable customers to report service outages directly through the IVR system. Proposed solution will be configurable to allow for outage reporting to take place pre or post customer authentication based on OUC business need. Upon submission, the system should provide an automated confirmation and offer follow-up options, including estimated restoration times or service status updates | Must Have | Day 1 |
| Supported Options | Bidder will provide a comprehensive list of all caller authentication methods supported by the proposed solution. | Must Have | Day 1 |
| Information Security | Solution will ensure security of all customer data during caller authentication process | Must Have | Day 1 |
| Recommended Process | Bidder will provide recommendations based on previous implementations on recommended data elements that should be used for caller authentication. | Must Have | Day 1 |
| Voice Biometrics | Solution will have capability to utilize voice biometrics for secure customer identification and authorization and if utilized, provide an alternative authentication method when voice biometrics fail to authenticate a customer. | Should Have | Post Initial Deployment |
| Voice Biometrics Opt In/Out | Solution must provide customers with the ability to enroll and opt-in to voice biometric security directly through the IVR system. | Should Have | Post Initial Deployment |
| Dynamic IVR Menus | Solution must have the ability to recognize frequent callers and allow them to bypass standard IVR menus, directing them immediately to their preferred service options based on historical interactions | Should Have | Post Initial Deployment |
| Tiered Service Level Support | Solution must have the ability to offer tiered support levels based on the customer's subscription plan or service type. This includes providing priority routing if configured based on business need. | Should Have | Post Initial Deployment |
| AI & Machine Learning | Solution will support use of Artificial Intelligence (AI) and Machine Learning (ML) technologies to predict customer needs based on past interactions and account behavior. The system should proactively offer solutions or next steps within the IVR without requiring explicit customer input, thereby enhancing efficiency and customer satisfaction. | Should Have | Post Initial Deployment |
| Channel Transition | Solution must provide a seamless transition between the IVR system and other communication channels, such as chat, email, or SMS, ensuring that full context is carried over. | Must Have | Day 1 |
| Caller IVR Bypass | Solution has the ability to detect when a customer is stuck or confused within the IVR system and offer a streamlined path back to the main menu or relevant help options. | Should Have | Post Initial Deployment |
| Real Time Caller Sentiment Analysis | Solution has the ability to detect customer frustration/confusion and pass relevant information on to Agent handling the interaction in the event call is directed to live Agent. | Should Have | Post Initial Deployment |
| Product Implementation Summary and Proposed Timeline | Bidder will provide a summary of their approach to product implementation and deployment for the proposed solution. The response should include the anticipated timeline from contract signature to "Go-Live," outlining key project milestones and their expected timeframes. Milestones should cover tasks such as system configuration, testing, training, and final deployment | Must Have | Day 1 |
| Subcontractor Use | Bidder will provide list of all tasks to be completed by subcontractors and listing of contractors to be utilized. | Should Have | Day 1 |
| Change Request Process | Bidder will provide documentation related to change request process, including costs, in the Cost Proposal documentation. | Must Have | Day 1 |
| OUC Resource Requirements | Bidder will provide list of expected OUC resources, including time required, to support the initial deployment of the solution. List will include any required technical skills and/or training required. | Must Have | Day 1 |
| Training Documentation | Bidder will provide copies of documentation and/or training materials to be provided at conclusion of implementation to support system operation and maintenance. | Must Have | Day 1 |
| Internal Training Requirements | Bidder must provide a detailed description of the training required for OUC personnel to support system operation and maintenance after implementation, including the scope, duration, and any necessary certifications or qualifications | Must Have | Day 1 |
| Ongoing Internal Support Requirements | Bidder must provide a detailed description of the OUC resources required post go-live for normal system maintenance and support activities. | Must Have | Day 1 |
| Support Philosophy | Bidder must provide a detailed description of their service and support philosophy post-deployment. This should include information on processes for handling support requests, techniques used to resolve issues, and service hours available. The description should cover the full range of support, from simple Q&A to urgent and immediate incidents, outlining response times and escalation procedures. | Must Have | Day 1 |
| Enhancement Requests/Bug Fixes | Bidder must describe their process and proposed timeline for receiving, evaluating, and implementing requests for design changes, product enhancements, or bug fixes after the system has been installed and is in use. | Must Have | Day 1 |
| Remote Support Process | Bidder will outline any technology that is required to receive remote support during and after solution implementation | Must Have | Day 1 |
| Future Upgrades | Bidder will indicate how new releases of involved software are communicated and implemented. Information to be provided should include reference to: process for testing in multi tenant cloud based solution to ensure pauses occur for testing before promotion takes place. Information will also be provided to indicate how long versions are supported after new software version are released and how long OUC would be able to stay on version of choice after subsequent versions have been released. | Must Have | Day 1 |
| Version Release Impacts | If systems involved in implementation are affected by new version releases bidder will document potential impacts. | Must Have | Day 1 |
| Software Release Schedule | Bidder will provide copy of planned software upgrade schedule. | Should Have | Post Initial Deployment |
| SLAs | Bidder will provide list of standard SLAs typically used for this type of implementation. List to include definitions of downtime instances considered: Critical, High, Medium, Low | Must Have | Day 1 |
| 24x7 Support | Bidder will provide list of all support options available outside core OUC business hours. | Must Have | Day 1 |
| As Is Design Documentation | Bidder will provide complete, as implemented, documentation related to: call flows, system design and system configuration. | Must Have | Day 1 |
| UAT Testing | To ensure the successful implementation of the new call center Interactive Voice Response (IVR) system, the awarded bidder will provide a comprehensive summary of their recommended process for completing User Acceptance Testing (UAT). Within summary Bidder to provide best practices as it relates to incorporting all end user testing (staff, customers, other stakeholders) in overall UAT process. | Should Have | Day 1 |
| Encryption Options | Bidder will provide list of recommended/available encryption options for sensitive customer information accessed or transmitted through the IVR in proposed solution | Should Have | Day 1 |
| Data Masking | Solution will ensure that specified, sensitive customer data (e.g., social security number etc. ) are masked during IVR interactions. Masking must also be provided for information contained within system logs and other back end processes. | Must Have | Day 1 |
| Role Based Access Controls | Solution provides role-based access control (RBAC) to restrict who within the organization can access certain IVR data and settings, ensuring compliance with privacy regulations. | Must Have | Day 1 |
| Customer Privacy Management | Solution allows customers to manage specified privacy preferences through the IVR system, such as opting in or out of data sharing for marketing or third-party services, in compliance with data laws. | Must Have | Day 1 |
| Fraud Detection | Solution continuously monitors IVR interactions for signs of fraud (e.g., unusual behavior patterns, multiple failed authentication attempts) and triggers alerts or additional verification steps. | Should Have | Post Initial Deployment |
| Anonymous Activity | Solution provides an option for customers to interact with the IVR system without providing personally identifiable information (PII), allowing anonymous inquiries for general questions and information receipt. | Must Have | Day 1 |
| Data Retention Policies | Solution automates the enforcement of data retention and deletion policies for IVR recordings and logs, ensuring compliance with industry regulations like HIPAA, PCI-DSS, and GDPR. | Must Have | Day 1 |
| Customer Consent | Solution will have the ability to record customer consent for specific actions (e.g., data sharing, marketing permissions) during IVR interactions, ensuring proof of consent for legal and compliance purposes. | Must Have | Day 1 |
| Customer Accessibility | Solution will comply with accessibility regulations (e.g., ADA, WCAG) by offering voice recognition and alternative input methods for customers with disabilities. Please provide details on how the proposed solution will ensure ability for visually/hearing impaired customers to conduct business with OUC and all identified vendors. | Must Have | Day 1 |
| Integration Compliance | Solution implementation will ensure all integrations comply with OUC's security policies and relevant regulatory standards. | Must Have | Day 1 |
| Logging of Interactions/Access | Solution will produce and retain detailed logging that is readily available and that provides information such as time stamps, user names, actions taken/functions employes any time application configuration settings are accessed or modified. | Must Have | Day 1 |
| Use of OUC data - AI | Bidder must ensure that the Orlando Utilities Commission (OUC) retains full control over any of its data is utilized in any processes within the proposed solution. This includes data used for training AI models, real-time AI processing, machine learning algorithms, predictive analytics, and any AI-driven functionalities. Usage of all data must comply with OUC data governance policies provided in this RFP. | Must Have | Day 1 |
| Core Business Description | Bidder must provide a detailed description of their company's core business offering, with a focus on primary services, solutions, or products relevant to the proposed Interactive Voice Response (IVR) system. The response should highlight the vendor’s unique strengths, market position, and value proposition, particularly in relation to IVR applications and customer service technologies. This description should emphasize how these strengths align with the needs of OUC and the proposed solution | Should Have | Day 1 |
| User Group Offerings | Bidder must describe any user group activities offered by their company, including details of existing user groups, conferences, or other events. Include information on the frequency, venue locations, and the benefits these activities provide, such as knowledge sharing, training opportunities, and user feedback sessions | Could Have | Post Initial Deployment |
| Interaction Analytics | Solution must incorporate real-time speech analytics to evaluate customer interactions as they occur, identifying indicators such as customer frustration, potential intent to churn, or opportunities to introduce relevant product, billing, or payment options during IVR engagements | Should Have | Post Initial Deployment |
| Language Preference | Solution must automatically identify the customer's preferred language based on prior interactions and offer IVR menu options in the detected language, ensuring a personalized and seamless user experience | Should Have | Post Initial Deployment |
| Call Content Transfer | Solution must ensure that when a call is escalated from the IVR system to a live agent, all relevant customer information and the context of their previous interactions are automatically transferred. This process should minimize the need for customers to repeat information, providing a seamless transition between self-service and live assistance." | Should Have | Post Initial Deployment |
| Dynamic Menu Change | Solution must provide the capability for the IVR system to dynamically adjust menu options based on real-time data inputs such as active promotions, customer account status, or service disruptions. | Must Have | Day 1 |
| In Call Announcements | Solution must enable the IVR system to deliver in-call notifications to customers while they are on hold. These notifications should include important account-related updates, such as upcoming billing due dates, recent service changes, or other pertinent information that enhances the customer experience during their interaction | Must Have | Day 1 |
| Estimated Wait Times | Solution must provide callers with estimated wait time and or place in line (OUC choice) when their call reaches the queue it is to be serviced in. | Must Have | Day 1 |
| Channel Change Transition | Solution must support seamless transitions between voice-based and digital input channels (e.g., switching to a mobile app, chatbot, or web interface) during an IVR interaction. This feature should maintain customer context and progress throughout the interaction | Must Have | Day 1 |
| Caller Selected Call Back | Solution must support callback processing for customer service interactions. The following are requirements related to Callback functionality: |
1) The callback feature must be integrated with the Automatic Call Distribution (ACD) system to ensure that callbacks are assigned to agents in the correct order based on the original call time and customer priority level
2) The IVR must offer customers the ability to request a callback during periods of high call volume, providing an option to maintain their place in the queue without remaining on hold.
| 3) The proposed solution should clearly inform customers of the expected wait time and/or provide an estimated callback time | Must Have | Day 1 | ||
| Natural Language Processing | Solution must include Natural Language Understanding (NLU) capabilities to enhance user experience. The solution should allow customers to speak naturally, without requiring them to follow rigid prompts or specific phrases. The NLU feature must accurately interpret varied speech patterns, accents, and languages. This capability should support both basic and complex interactions. | Must Have | Day 1 | |
| Feedback Collection | Solution must provide tools to analyze survey data and generate actionable reports. This includes: Quantitative analysis: Aggregate and analyze survey responses to identify trends and patterns in customer satisfaction. Qualitative analysis: Analyze open-ended feedback to understand customer sentiment and identify specific areas for improvement. | Could Have | Post Initial Deployment | |
| Total Solution Cost | Bidder must provide a comprehensive breakdown of the Total Cost of Ownership (TCO) for the proposed Interactive Voice Response (IVR) solution, including all upfront costs (such as hardware, software, licensing, and implementation fees) and ongoing costs (including maintenance, support, updates, and any recurring fees) | Must Have | Day 1 | |
| Breakdown of pricing model | Bidder must provide a detailed breakdown of their pricing model, including all costs associated with the proposed solution. This should include itemized costs for licensing, implementation, maintenance, support, upgrades, and any optional features or services. Additionally, please specify any volume-based pricing or discounts applicable to the proposed solution | Must Have | Day 1 | |
| Implementation and service fees breakdown | Bidder must provide a detailed pricing breakdown of all implementation fees and any professional services costs associated with the deployment of the proposed IVR solution. | Must Have | Day 1 | |
| License Cost | Bidder must specify whether any required licenses for the proposed solution are based on a one-time purchase, recurring subscription, or a usage-based model. Please provide details on all licensing options and their associated costs | Must Have | Day 1 | |
| Cost Modification | Bidder must detail how pricing is structured for scaling the solution up or down, including scenarios such as adding more users, increasing call volume, or expanding to additional regions | Must Have | Day 1 | |
| Integration Expense | Bidder must provide detailed information on any costs associated with integrating the IVR system with existing systems as noted previously in RFP. | Must Have | Day 1 | |
| Development and Customization | Bidder must specify any additional costs for developing and implementing customizations, including adding new IVR menus, modifying call flows, or any other system enhancements. | Must Have | Day 1 | |
| Ongoing Support & Maint. | Bidder must provide a breakdown of ongoing support and maintenance costs, including technical support, software updates, and upgrades. Please differentiate between standard support and premium support options, if applicable | Must Have | Day 1 | |
| Technical Support Costs | Bidder must clarify whether technical support is included in the base cost of the solution or if there is a separate support fee. Additionally, detail the levels of support offered (e.g., standard vs. premium), as well as costs for emergency support or out-of-hours assistance. | Must Have | Day 1 | |
| Emergency / Off-Hours Support | Bidder must state whether training and onboarding services are included in the base price of the solution. If these services are not included, provide a detailed cost breakdown for these additional services | Must Have | Day 1 | |
| Training Costs | Bidder must describe how software updates or upgrades are handled for the proposed solution and what the associated costs are | Must Have | Day 1 | |
| Upgrades/Updates | Bidder must specify if there are additional costs for accessing new features or capabilities that are added to the system after deployment that are not considered part of the standard update/upgrade package. | Must Have | Day 1 | |
| Contract Length | Bidder must indicate the minimum contract length required and describe any pricing incentives available for long-term contracts | Must Have | Day 1 | |
| End of Initial Contract | Bidder must detail how pricing is structured at the end of the initial contract term. Include any options for price locking and any penalties or fees for early termination of the contract. | Must Have | Day 1 | |
| Solution Demo | Bidder must indicate whether a solution demo will be offered if requested.If yes, Bidder will indicate any charges associated with the completion of the demo. | Must Have | Day 1 |
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