Purpose

The council's current IVR system is expiring
on 31 March 2024. Watford Borough Council therefore requires a
supplier to provide a Smart IVR operating telephone system that
handles all incoming switchboard calls to the council by routing or
handling queries accordingly. In line with a business case
developed, the solution should have Automatic Speech Recognition
(ASR) and routing, Intelligent IVR and virtual assistants, include
AI (Artificial Intelligence) technology and have the ability to
generate SMS’.

Decision

To award EBI the contract for a smart IVR
operating system for a period of three years with the option to
extend for a further two