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

Home Browse Search

fr IF �fr r Survey, including changing the number of and types of questions will require professional services. Purchase of the Survey module includes a Survey widget on the Relay Portal for viewing survey results. 2.2.2.2. Payment Extensions The Payment Extensions module allows South Bend to provide eligible account- holders with an extension on their due date. Relay will check to see if the account is eligible, and if it is, will allow the user a payment extension. Relay checks the business rules of the S&S EnQuesta application database to determine eligibility and specifics of the extension — any further logic or special business rules needing to be enforced by Relay will result in additional professional services. Additional requirements should be communicated during the kickoff phase of the project implementation. 2.2.2.3. Phone Number Account Lookup South Bend citizens will have the option to enter their phone number, rather than their account number, to lookup information on their account. This option will be made available at the beginning of the IVR prompt. 2.3. Relay Outbound Relay Outbound provides South Bend with a multi -channel outbound communication platform capable of sending voice, SMS, and email messages to citizens. Two kinds of notifications can be sent: Targeted Notifications, which include dynamic account data and are designed to be sent to specific recipients; and Static Notifications, which do not include customer -specific data and are designed as more 'general information' style messaging. Static Notifications can be designed and recorded by South Bend staff using the Relay Portal. South Bend's Relay Outbound will include targeted notification messaging in the following language(s): English, Spanish. Additionally, recipients receiving a call due to payments owed will have the option of requesting a transfer into the IVR Channel to make a payment. Dynamic Notifications require development and are designed during the implementation process. This project includes the following Dynamic Notifications: Bill Delinquency Notification • Utility Account Collection Notification • Utility Account Termination Notification June 4, 2019 Page 5 of 13 Trusted Solutions. Real Value.