Call Center Integrated Voice Response (IVR) System for Lakeland Electric

The City of Lakeland, through its municipally owned electric utility Lakeland Electric (LE), is seeking proposals to have a vendor supply an Integrated Voice Response system for use in our Customer Service Division. The system will allow customers to access and interact with their Lakeland Electric accounts in real time thorough the IVR consistent with the Deliverables noted below.BackgroundBackgroundLakeland Electric is a municipal utility that provides electric and water services to approximately 140,000 customers in the Lakeland, Florida area. LE is the third (3 rd) largest municipally owned electric utility in Florida and among the 24 th (24) largest in the United States.Our Customer Service Division responds to 330,000 phone calls per year through one Call Center located in our Lakeland, Florida headquarters facility. A profile of the Center as well as the environment in which the solution will be deployed is as follows:Agents – thirty-five (35) full-timeHours of Operation - 7:30

AM to 6:00 PM, Monday through FridayCall Volume- 27,000 calls per month, 330,000 calls per yearPBX Switch- Avaya (VoIP) at Release 10.1Certification- Prospective vender must be certified for Avaya release 10.1Edge Switches- Cisco Catalyst 9300 version 17.06.05(connecting the IP phones)Restrictions- We do not support port mirroringSIP phones- Avaya J179 desk phone, Avaya Workplace Softphone, Version 3.27.0.64Protocol - The IP phones utilize UMIStim 4. I protocol to connect to the CS 1000ECall Management Software-Nortel Contact Center Manager 6.0Maintenance Provider - AvayaProvides Dial Tone to PBX switch- Verizonb Call Trunking - LE does not trunk calls to specific agent skills, but may in the future. The current menu allows callers to select between speaking to a CSR or for payments via KUBRA payment IVR.Customer Information System (CIS) - Oracle-based solution from Harris-Cayenta, version 9.1Call Recording System - Call and screen recording system to record all incoming calls to the Call Center that are passed to a Customer Service Rep.TimelineRFP release:March 15, 2024RFP questions deadline:April 4, 2024, 5:00pmRFP proposal due date:April 25, 2024, 3:30pm