Advanced Interactive Voice Response Solution

The agency is seeking an advanced interactive voice response solution capable of understanding and responding to voice requests. The agency needs to solve the problem of high call volumes by handling routine inquiries autonomously, thereby reducing the need for human intervention. The system must enhance the caller experience, streamline operations, and improve data management across the organization. The scope of work covers deploying a modern, secure, and scalable system with voice recognition and understanding, integration capabilities, and call recording and logging. The solution must integrate with the agency housing management software and data warehouse to sync call data. The agency also requires the same context and live handoff capability to be provided through a website chat, SMS, or both. Eligibility is restricted to onshore organizations based in the United States. Performance of all work under this contract will take place offsite. The agency is looking for budget proposals to determine the cost of the project. The contract period will span one year. Bidders must submit all questions regarding this opportunity no later than June 18, 2026.