Specifications include, but are not limited to: • Contact center software • self-serve IVR • ACD o Menu-based • Call routing • Integration with Oracle CRM o • Multiple agent queue logon • Agent screen pop-up o Caller information • Voicemail queuing o Caller leaves voice mail system automatically calls back caller when live agent is available • Instant message and chat o Agent can process live calls, IM and Chat requests based upon business rules • Line of business or priority based calls o For example, in the spring and fall, weed service requests receive higher priority if chosen by caller • Auto-attendant o TTS o DTMF o Speech recognition • Call reporting statistics and report generation o Exportable to .xml, .pdf, and other digital formats • English and Spanish language support • Onsite instructor led training for call center personnel (call takers and managers) • Onsite instructor led training for data center and telecom/network personnel • Onsite instructor led training for call center report development • Project implementation schedule • SaaS/PaaS/IaaS design and implementation • Security and access control elements, including audit/tracking logging ability • Ability to show call agent statistics such as, (see below) on external monitor, TV, and web page o Average time on hold o Number of calls in queue o Average time to answer o Agent name o Time agent has been on a call o Status of agent ▪ Break ▪ Wrap-up ▪ Ready o Number of calls abandoned o Number of calls missed
