Customer Service Platform Update, Maintenance and Licensing Agreement - Selectron Technologies Inc

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2. Functionality This section details the functionality of each application included in Relay. All functions and features are dependent upon the accessibility of South Bend's S&S EnQuesta application database to provide the given data to Relay. 2.1. The Relay Platform South Bend's solution is powered by Selectron's Relay platform. Relay is a multi- channel, multi -agency platform that is designed to connect customers, constituents, and field workers to government agencies and utilities. Relay offers interactive voice response (IVR), web, mobile, outbound, call center agent, and field worker capabilities all in a single platform. The following sections detail the functionality that will be implemented for South Bend. Additional channels, applications, and integrations that are not specified in this SOW are not included, but may be able to be added to the system under a supplemental statement of work. Please contact your Selectron representative for more details for additional functionality. 2.1.1. Application Packs and Channels South Bend's solution includes the following application pack and channels: • Application packs: o Utility Pack • Channels: o IVR o Outbound 2.2. Utility Pack South Bend will be configured with the Utility Pack. The Utility Pack offers South Bend's customers with a central point of access for account management and payments. Citizens will be able to enter an account number and access account data and activities, including: • Current balance owed • Last billing date and amount (up to last 6) • Last payment date and amount (up to last 6) • Next billing date • Payment Processing — Credit Card In addition to the above, the following add on features are included with this implementation of the Relay Utility Pack: June 4, 2019 Page 3 of 13 Trusted Solutions. Real Value.