ER01-2020 - Interactive Voice Response (IVR) Support Services

Common Service Delivery (CSD), within Alberta Community and Social Services (CSS), operates multiple contact centres, providing social based information and services to Albertans. Contact centres support numerous unique lines of business and receive over 2.5 million phone calls each year.

Community and Social Services is seeking proposals from interested parties who have a minimum of three years experience delivering IVR Support Services similar in nature to the Services described in the RFP.

The intent of the IVR support services is to provide ongoing technical support and MACD services to ensure IVR applications remain operational for Albertans 24/7. Additionally, support services will ensure access to consultation, application assessment and enhancements, and that new IVR applications will be developed and supported when required.

CSD currently has four IVR applications. These applications were built using Orchestration Designer and use the Avaya Experience Portal, Avaya Communication Manager, Microsoft SQL Databases, VMware Servers, and computer telephony integration (CTI) technology.

As the need for IVR applications expand, more telephone services/contact centres within CSD and across the Province may also require IVR applications and support.

Payment of contracted services will be on a Fixed Fee for Service basis.

Services are expected to commence August 1, 2020.

Proposals are to be prepared in accordance with the Request for Proposals. The Request for Proposals must be obtained from the APC Tendering System.

The proposal submission deadline is before 12:01 p.m. Edmonton local time on Monday, June 8, 2020.

Proposals must be submitted electronically to:


CSS.RFP-Proposals@gov.ab.ca
Attention: Lizane Wells, Committee Chair
Interactive Voice Response (IVR) Support Services
Community and Social Services,
Contracting and Procurement Unit