Specifications include, but are not limited to: The City of Asheville seeks proposals for a 24/7 365-day (including holidays) two-way video-based customer service call center to provide live and interactive staff support to parking customers that need assistance when attempting to exit one of the City’s four parking garages, which may include the need to answer multiple calls that may be occurring simultaneously across the four garages. The video-based equipment must integrate seamlessly with the City’s existing Flash Parking Pay Stations, Flash Parking Ticket Spitters, and Flash Parking Pay on Foot Stations. Vendor will be required to follow preset procedures and business rules prepared by the City to appropriately respond to customers that seek assistance via the two-way video call. Assistance may include assisting customers that encounter equipment issues, payment issues, and other possible occurrences that can be responded to and resolved by the Firm’s staff via integration with the City’s garage equipment (i.e., raising gates when necessary to prevent damage to equipment or backups in the garage).
