SPECIAL NOTICE
D -- IVA Support Services
- Notice Date
- 8/28/2023 9:06:16 AM
- Notice Type
- Justification
- NAICS
- 54151
—
- Contracting Office
- INFORMATION TECHNOLOGY DEVELOPMENT AND SUSTAINMENT Washington DC 20472 USA
- ZIP Code
- 20472
- Solicitation Number
- 23-229
- Archive Date
- 09/27/2023
- Point of Contact
- Ross Wakeman
- E-Mail Address
-
ross.wakeman@fema.dhs.gov
(ross.wakeman@fema.dhs.gov)
- Award Number
- GS-35F-393CA
- Award Date
- 08/23/2023
- Description
- Services shall enable FEMA to extend the use of the IVA system that has been supporting the COVID-19 Funeral Assistance program since 2021. The IVA system shall be designed to effectively understand and respond to a caller�s verbalized inquiries, providing appropriate answers and guidance to the caller. Callers shall receive an immediate improved in call experience through elimination of complex menus, personalization for specific callers, self- service automation, and identification of distressed callers. The IVA solution shall route calls to the correct agent to handle the caller�s needs as appropriate. The CFNRL IVA system must operate non-stop, providing caller assistance even when agents are not available (evenings, weekends, and holidays).
- Web Link
-
SAM.gov Permalink
(https://sam.gov/opp/f04a186ad81c4fa489fe5ea91a550214/view)
- Record
- SN06808762-F 20230830/230828230059 (samdaily.us)
- Source
-
SAM.gov Link to This Notice
(may not be valid after Archive Date)
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