TELCOM-2868 - USA (New York) - Integrated Voice Recognition and Customer Account Balance Workflow Optimization Services - Deadline July 14,2026

(1) Vendor needs to provide integrated voice recognition and customer account balance workflow optimization services to the government authority located in New York.• Improve customer access to account information through automated self–service.• Reduce routine account balance inquiry calls handled by customer service representatives.• Improve call center efficiency and customer experience.• Establish visibility into IVR usage, call outcomes, and self–service success rates.• Design and implement a solution that allows customers to obtain account balance information through the IVR.• Establish call traceability, reporting, and success metrics to measure solution effectiveness.• Customer account balance inquiries are currently handled by customer service representatives through the Customer Call Center.• Perform discovery and requirements gathering for the proposed IVR self–service solution.• Review and evaluate the current customer account balance inquiry process.• Providing business analysis or similar expertise to guide requirement definition and solution design.• Validate that the solution functions as intended prior to deployment.• Define detailed business, functional, technical, reporting, and operational requirements.• Support implementation and post–deployment review.(2) All questions must be submitted no later than July 9, 2026