Common use of Interactive Voice Response Clause in Contracts

Interactive Voice Response. Contractor will provide a voicemail system with the following functionality, to be implemented as requested by the State: • Select an appropriate queue • Self-serve • Reach a CSR within no more than two automated levels of choice • Leave a message for callback • During “After Hours”, allow callers to leave a voice message All scripts and routing will be approved by the State. 100 percent of calls will be recorded and stored for an agreed upon time period that is compliant with any federal requirements (including any operations at Disaster Recovery site). Contractor is responsible for the collection and storage of these recordings. The recordings will be stored for a period of time that supports the regulatory needs. Contractor will provide flexibility and robustness of systems to allow for modification as necessary to meet State needs and conform to the State architecture standards. The Contractor’s new Avaya Telecom System will use a certified Siebel CRM IVR/CTI/TELEPHONY adapter from the following list of certified Siebel CRM CTI adapters (as of March 2013): • Avaya Inc. - Avaya Interaction Center 7.3 • Enghouse Interactive Inc. - CT Connect 1.1 • ▇▇▇▇▇▇ + ▇▇▇▇▇ - Multi Channel Adapter (MCA) for Siebel 11 • Avaya Inc. - Intelligent Communications 7.2 • Genesys Telecommunications Laboratories - Gplus Adapter for Siebel CRM v7.5 • Interactive Intelligence - Customer Interaction Center 4 • Huawei Technology Co Ltd - eSpace Contact Center 2 • AMC Technology, LLC - Multi-Channel Integration Server 5.4 • Altitude - Altitude uCI 7 The parties agree that implementation of CTI, while included in Set Up costs already invoiced by Contractor and paid for by the State, at the request of the State this functionality has not yet been implemented. Contractor shall perform CTI implementation when requested at no incremental cost to the State. In the event the State elects not to implement CTI, the State will notify the Contractor in writing and the Contractor will refund $160,000 for remaining labor costs associated with the final implementation of this functionality. The estimated remaining labor costs equal $160,000. Any refunds collected shall either be paid directly to the State by Contractor, or offset against the retainage funds held by the State of Vermont.