Cloud-based Customer Contact Center Solution

A governmental entity in Georgia is seeking a vendor to deliver an AI-driven, cloud-based customer contact center solution specifically designed for non-emergency call management. The primary goal is to enhance response times for genuine emergency callers by effectively handling and routing non-emergency inquiries.

The solution should integrate with existing systems via an API, allowing non-emergency calls to be delivered directly to the AI system. Utilizing conversational AI, the system must engage with callers, determine the necessary assistance, provide relevant information, and route them to the appropriate city department. Multilingual capability is required, with support for English and, preferably, other languages such as Spanish and French.

Key requirements include the ability to handle at least 250 concurrent calls, offer 24/7/365 operation, utilize a geographically dispersed architecture for redundancy, and maintain a minimum uptime of 99.9%. The system should feature intelligent call routing, self-service options, and the ability to escalate to live agent assistance when needed.