PR8135 Interactive Voice Response (IVR) Solution Replacement

The Orlando Utilities Commission (OUC) is seeking proposals for a comprehensive Interactive Voice Response (IVR) Solution Replacement project in Orange County, Florida. The procurement aims to replace the existing IVR system with a modern, scalable platform that offers advanced features including conversational AI, personalized self-service options, and biometric authentication. Key deliverables include a new IVR system capable of handling 2.6 million annual calls with a minimum of 180 concurrent call capacity, supporting multiple languages (primarily English and Spanish), and integrating with existing systems like OpenScape, Oracle Customer Care & Billing, and Outage Management System. The RFP requires vendors to provide both cloud-based and on-premises solution options with 24x7x365 support and a 1-hour response SLA. Critical procurement dates include a pre-response conference on January 27, 2025, a question submission deadline of February 4, 2025, proposal addendum release on February 11, 2025, and final proposal submissions due on March 18, 2025, at 2:00 PM EST through VendorLink. Evaluation criteria will encompass technical capabilities, integration potential, cost-effectiveness, and the solution's ability to improve customer experience and reduce operational costs.

The procurement includes a Minority/Women-owned Business Enterprise (M/WBE) goal of 10%, encouraging participation from diverse vendors. No specific bid bond or payment and performance bond is required for this opportunity. The current system utilizes a Genesys Voice Portal and Nuance Voice Recognition platform with a 78% call containment rate, which provides context for potential vendors in designing their proposed solutions. While specific budget ranges are not explicitly detailed, the RFP suggests a five-year contract term with potential extensions for five consecutive one-year periods. The existing infrastructure includes two data centers with complex network architectures supporting multiple communication channels and advanced technological integrations. The project's anticipated outcomes include optimizing agent utilization, automating routine tasks, potentially reducing agent headcount, and implementing intelligent call routing to minimize operational costs while maintaining high customer satisfaction levels. Vendors must demonstrate compliance with industry standards and regulatory requirements, including NIST, GDPR, and CCPA guidelines.