Specifications include, but are not limited to: The Contractor is required to utilize an Automated Call Director (ACD) and Interactive Voice Response Systems (IVR) and techniques with its telephone systems. Speech recognition systems are encouraged as the Authority and regional operators work toward implementing this technology. As part of the base Contract, the Contractor must provide patrons the option to speak directly with a Customer Service Representative during the hours of 7:00 A.M. to 8:00 P.M. local time on weekdays with the exception of Thanksgiving Day, Christmas Day, and New Years Day. The Authority shall evaluate Customer Service hours in the future, and may modify the operating hours and contract based on regional patron demand, as applicable.
