Specifications include, but are not limited to: The Automatic Call Distribution (ACD) system provides the functionality for 13 call centers operated by state agencies. This project is to replace the current on-premises system with a new cloud-based one. 2.1.1.ACD software: This is the primary component that manages the distribution of incoming calls to the appropriate agents. The software also provides real-time monitoring, reporting, and analytics of call center metrics. 2.1.2.Interactive Voice Response (IVR) system: The IVR system is an automated phone menu that allows callers to interact with the system using voice or touch-tone keypad inputs. The IVR system can route callers to the appropriate department or agent based on their input. The IVR system is designed to help callers reach the appropriate department or agent quickly and efficiently, without having to wait on hold for a long time. The IVR system uses pre-recorded voice prompts and menus to guide callers through a series of options. The prompts can be customized to reflect the caller's language and the purpose of the call. For example, a caller may be prompted to select an option for sales, support, billing, or technical assistance. The IVR system can also use speech recognition technology to allow callers to speak their options instead of using the touch-tone keypad. This makes the system more user-friendly and can reduce the amount of time it takes for the caller to reach the appropriate agent. Once the caller selects an option, the IVR system routes the call to the appropriate department or agent. The system can also provide callers with estimated wait times and hold music or messages to keep them informed and engaged while waiting for an agent to become available.
