Specifications include, but are not limited to: Contractor will provide a 24/7/365 call center to answer all calls that result from customers pushing the intercom buttons located at the entry/exit gates and pay-on-foot machines at all gated parking facilities. Call center representatives will disposition the calls according to business rules established by the UH Parking and Transportation Services Department (UH PTS). All exit lanes of paid visitor parking facilities will include an audio and two-way video interface between the customer and the call center agent. All other locations (contract parking, non-visitor) will have an audio-only interface. The contractor’s solution will be compatible with the Parking and Revenue Control System (PARCS) used by UH (currently T2 Systems) and will have the ability to remotely vend gates. The contractor’s solution will include a dashboard accessible by UH PTS to provide call recordings and real-time call performance data, to include but not limited to metrics such as call volume, duration, issue, and resolution. This data shall be downloadable and filterable.
