Interactive Voice Response and Self-serve Telephony

TFL issues this notice to seek an expression of interest from prospective suppliers for Interactive Voice Response (IVR) and Self-serve Telephony (SST). TfL may hold a supplier day with those who have expressed an interest and would like to attend (presentation and Q&A session) to explore what options are currently available in the market, and to gain a better understanding of how the technology may have changed. TfL's Contact Centre Operations (CCO) ultimate intention is to procure Interactive Voice Response (IVR) and telephony based self-service technology (SST). These are key pieces of business critical technology which interact with TfL's customers through the use of voice and dual-tone multi-frequency (DTMF) tones which steer customers to the appropriate option. This option includes, but is not limited to, pre-recorded audio messages, pre-determined direct dial ins (DDIs)that route to different contact centres and specific hunt groups.

Additional information: - Ability to provide a level of monitoring that would flag eg. connection point with another tool was failing. - Capability to independently build, configure and tweak call flows and mobile devices via a URL - Clear product roadmaps. - Numerous environments to allow change management. - Experience of integration with other third party technology. eg. Avaya, Cubic and Geomant. - IVRs and accompanying functionality that will route callers including; DTMF, voice, hour nodes, switch nodes, target connection points, audio nodes and IVR menus, with traffic in excess of 6 million minutes per period. - Functionality that will ensure that CCO remain Payment Card Industry (PCI) compliant when handling Contactless Payment Card (CPC) enquiries, in line with DPA and GDPR. - Self-service functionality that will protect CCO from >250 hours of manual work per period - Availability of >99.5% across technology. Current contract end date: June 2019 New contract to be in place by: Circa - October 2018 Possible supplier day: Month of March 2018 - Potentially within the first 2 weeks