Advanced Interactive Voice Response Solution

The agency is seeking an advanced interactive voice response solution capable of understanding and responding to voice requests. This system must handle routine calls autonomously, reduce the need for human intervention, and escalate complex inquiries to human agents when necessary. The project aims to enhance the caller experience, streamline operations, and improve data management across the organization. The scope of work covers voice recognition and understanding, integration capabilities, call recording, and logging. The solution must integrate seamlessly with the agency housing management software and data warehouse. Additionally, the agency requires the same interactive context to be provided through a website chat, SMS, or both, including the same live handoff capability to a human agent via text. Bidders must be onshore organizations based in the United States. The selected contractor will perform all work offsite. The agency is looking for budget proposals to define the cost, and the resulting contract will have a term of one year. All questions regarding this opportunity must be submitted no later than June 18, 2026.