TRD IVR\ Voice Portal. Certification Request for Implementation Phase 02/23/2011. Agenda. Current State of TRD IVR and Call Center Services Project Purpose Scope Budget and Funding Schedule Status. TRD Current State.
The primary goal of the future VP/IVR system is to provide a flexible, reliable, accurate, and integrated solution for the expansion and improvement of overall TRD customer service options .
TRD seeks to replace the existing IVR system with a proven solution that has been successfully implemented in other states.
Delivery of this system solution will be through hosted services.
TRD is only seeking approval for Phase 1 delivery at this time. TRD will close the project at the end of FY12. During FY12, TRD will return for approval of Phase 2 Implementation as a second project.
Identity-/Account-Verified Transactions (e.g., filing, reporting, updates, payments)
Directed Address Notification
System Administration/ Management including Automated Call Distribution
Management Reporting/ Logging
Replace the existing IVR system with a proven solution that has been successfully implemented in other states. Delivery of this system solution may be through either a solution purchase or a contract for hosted services.
The Solution selected is a fully Hosted System Solution, providing Interactive Voice Response, Voice Portal, and Automated Call Distribution.
Phase 1 will include: