Interactive Voice Response System

The buyer requires a cloud-based interactive voice response system to replace its current telephony environment. The new system must support an omnichannel environment including SMS, chat, and social media, provide queue-based routing and transfer functionality, and fully integrate with Microsoft 365 and Microsoft Dynamics 365. The current system experiences dropped calls, system crashes, login difficulties, inaccurate agent status, limited routing and reporting, lack of call recording, and challenges supporting hybrid work. The contract period will be four years. Eligibility is restricted to Canadian organizations. Proposals are requested. All questions must be submitted no later than August 26, 2026. Performance of the work will be offsite.