Federal Emergency Management Agcy, Acquisition Operations Division, 500 C Street, S.W., Room 350, Washington, DC 20472

D -- ADVANCED CALL CENTER TECHNOLOGY SOL EMW-2000-RFI-ACCT POC Frank E. Bowen, Contract Specialist; Greg Steigerwald, Contract Specialist 202-646-2768/3750 WEB: ERROR --, http://www.fema.gov/ofm/bidinfo.htm. E-MAIL: ERROR --, frank.bowen@fema.gov. CBD Announcement-Request for Information (RFI), Advanced Call Center Technology The Federal Emergency Management Agency (FEMA) is seeking industry information on state-of-the-art advanced call center technology systems that can be used to automate current call center processes, provide 24 hour service, distribute call volume across multiple call centers, and streamline and improve caller routing. FEMA currently operates numerous call centers for multiple purposes, including four (4) disaster processing call centers each with a maximum call volume of 1500 calls per hour, located in Virginia, Maryland, Texas and Puerto Rico with a requirement to add other centers as needed to handle capacity. The system desired would automatically handle and distribute calls to these call centers in addition to handling calls for other FEMA business areas. FEMA is considering developing a call center environment that utilizes advanced call center technology such as interactive voice response (IVR), computer telephony integration (CTI), intelligent call routing (ICR), and advanced speech recognition (ASR) systems that would provide customers with efficient access to all FEMA services including disaster assistance. To this end, FEMA is seeking information on potential solutions, technical information and options, and cost-benefit information on implementing advanced call center technologies. If this product/service is available via GSA schedule, this information is also requested. A detailed document containing specific instructions, functional requirements, and specific areas that industry is requested to address may be obtained by submitting a mailed or faxed written request to FEMA MWEAC, 19844 Blue Ridge Mountain Road, Attn: Tim Ritter, Bluemont, VA 20135. Fax 540-542-3455. This document is also available on the World Wide Web site: http://www.fema.gov/ofm/bidinfo.htm Industry responses should be in writing to the Federal Emergency Management Agency, FM-RP, Attn: Greg Steigerwald, Room 350, 500 C Street, SW, Washington, DC 20472 no later than 45 days after the initial posting of this RFI. This RFI is for planning purposes only and shall not be construed as a request for proposal (RFP) or as an obligation on the part of the Government to acquire any products or services. The Government does not intend to pay for the information solicited. No entitlement to payment of direct or indirect costs or charges by the government will arise as a result of submission of responses to this RFI and the Government use of such information. Respondents of this RFI may be requested to provide additional information/details based on their initial submittals. Posted 10/19/99 (W-SN392907). (0292)

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