Item 35 - Interactive Voice Response System Support & Maintenance, Services, and Software

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5 of 6 On-Premise Relay Permits Interactive Voice Response Solution Includes the following base features: • Access Inspection Results • Post Correction Codes • Permit-Based Messaging • Speak Site Address • Schedule/Reschedule Inspections • Transfer to Santa Ana Staff • Cancel Inspections • Post Inspection Results • English Professional Voice The following features are included in the quoted price, but optional: • Pay Permit Fees via Credit Card or E -Check (Invoice Cloud Payment Gateway) • Spanish Call Flow, Translation & Professional Voice • Vietnamese Call Flow, Translation & Professional Voice If the City decides to exclude any of the optional items, the one-time setup fee and annual support fees for the Relay Permits IVR solution will decrease. Assumptions/Requirements: • Relay Permits IVR will be installed on a new separate virtual server on the City’s VMWare environment. The City will provide the Windows OS license for the new virtual server. • A Standard Application Database is defined as an Application Database that exposes the needed data and transaction business rules via an Application Programming Interface (API). All functionality listed above is contingent on the accessibility of the data and business logic from the application database via an API. • The IVR will be integrated with the City’s Permitting Application Database via API, if available through the City’s Permitting Application Database vendor. The City of Santa Ana is responsible for contacting the vendor for API availability/pricing. • Selectron’s quote does not include merchant account provider costs or associated fees, payment gateway costs or fees. • The City is responsible for providing either analog phone lines or VOIP SIP trunks to support the 4 licensed ports. Managed/Hosted Relay Outbound Solution Included Functionality: • Voice, Email, and SMS Channels • Blind Transfer to On-Premise Relay Utility IVR • 1 Selectron-Built Template • Unlimited Customer -Built Templates • Template Builder The Relay Outbound system offers the following functionality: • Relay Outbound: supports delivery of phone calls, emails, and/or SMS text messages to recipients. Messages are split into two components: campaigns designating who and when to contact, with templates determining the specific messaging and data present in a message. • Template Builder: allows users with permission to build their own message templates with dynamic data elements for delivery. Data for Agency-Built Templates will be supplied via flat file (see below) and do not directly integrate with the client's application database. • Template Builder Training: The Annual Relay Outbound Support Fee includes 4 hours of training. T hese hours can be used by the City to get additional training from Selectron staff on the template builder tool.