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

Home Browse Search

• Survey • Payment Extensions • Phone Number Account Lookup All account information is made available through an API to the S&S EnQuesta application database. For any of the features detailed below to function as described, data must be available in this database to be presented to users. 2.2.1. IVR Channel The IVR Channel for the Utility Pack provides callers with an Interactive Voice Response (IVR) system for accessing account information and making payments over the phone. Citizens can call the Utility IVR channel in order to hear account information and to make a payment. Citizens will access their account using an account number. The IVR validates this data against the S&S EnQuesta application database. Once the account is validated, the IVR will speak the service address, followed by the current balance owed and due date. During the kickoff phase of the implementation project, Selectron and South Bend will need to determine the exact terminology and methodology around presenting 'current' and 'delinquent' amount due to the user. The caller will then be given the option of making a payment. If no payment is due, then the IVR will speak that there is currently no payment due. Using the IVR, callers will also be presented with other options, as listed under Utility Pack, above. Callers will also be able to transfer to an agent. If a caller requests a transfer, the IVR performs a transfer to a number specified by South Bend. 2.2.2. Add Ons The following Add Ons are included with South Bend's Utility Pack. These add ons provide additional functionality for the channel(s) purchased as part of this Relay solution. 2.2.2.1. Survey The Survey module allows South Bend to provide a simple survey to users. When a user elects to complete the survey, they will be asked a series of questions as configured by South Bend during the implementation process. Selectron will work with South Bend to determine the number (up to ten) and type (yes/no or rating of 1-5) of questions to ask the caller. Once configured, South Bend will be able to update the content of a question, but cannot change the question type or add/remove questions. More complex changes to the June 4, 2019 Page 4 of 13 Trusted Solutions. Real Value.