Specifications include, but are not limited to: The Division currently has an IVR system that needs to be replaced. This system handles calls from unemployment insurance claimants for filing their weekly certifications for benefits, checking the status of benefit payments, providing information for filing unemployment claims as well as division office locations and contact information, information for job seekers and employers with contact information. For certain options a personal identification number and password are required. Collected data regarding claims is then forwarded to external systems for further processing which then delivers a response suitable for providing claim status feedback to callers. The purpose of this Request for Proposal is to obtain sealed proposals for an Interactive Voice Response (IVR) host for the Department of Labor’s Division of Unemployment Insurance.
