474484 - Purchase and Implementation of Integrative Voice Response (IVR)

The Detroit Water and Sewerage Department (DWSD) is responsible for the delivery and billing of water, sewer and drainage services throughout the City of Detroit.  DWSD currently runs a cloud based call center operation on a 24x7 basis to handle customer questions related to Water or Sewer emergencies, lead service line identification and replacement, payment arrangements, assistance programs, balance inquiry and PCI compliant bill payment. 
 
DWSD is soliciting for an integrated software solution that will enable DWSD to operate both inbound and outbound call-center and process PCI compliant payments.  The system will also be used as a training platform for call-center training. The call-center software should integrate telephone (voice), email, web chat, SMS and social media.  The system will also be used as a training platform for call-center training. DWSD is also looking for the software solution to include workforce management and forecasting capabilities that provides the capability to set schedules and track DWSD customer service agent’s ability to meet or deviate from the schedule, grading of work and adjust as needed.