Cloud-Based Interactive Voice Response Solution

Solicitation Notice Release: February 9th, 2026 at 4PM

Non-Mandatory Pre-Proposal Meeting (If Needed, and Site Walk-Thru): February 23rd, 2026 at 2PM

Questions For Clarification: March 5th, 2026 at 10AM

Proposal Submission: March 27th, 2026 at 10AM

Professional Interview/Presentation at TARC Union Station(if Needed): April 15th, 2026 at TBD

Notice To Proceed: TBD at TBD

A Kentucky-based transit provider is seeking a qualified vendor to deliver a modern, scalable Interactive Voice Response (IVR) solution hosted in the cloud or on-premise. The solution must provide passengers with automated, real-time transit data, including accurate arrival predictions, schedules, service alerts, and access to real-time bus information via an intuitive telephonic interface.

The system should feature an automated phone tree and menu system that staff can configure, support both Text-to-Speech (TTS) and human-recorded audio playback, and enable direct call transfers to customer service. Additional requirements include the ability to schedule announcements, deliver trip updates, and manage stop, route, and trip metadata for seamless menu navigation. The solution must offer a web-based administration interface and support essential telephony capabilities such as DID routing, SIP trunking, failover routing, and load balancing. It should scale automatically during periods of high call volume and allow for the creation of custom call flows and menus tailored to route, stop, and service alert queries.

Interested vendors should note that the contract will span four years. Questions related to this opportunity must be submitted by March 5, 2026, and a non-mandatory pre-bid meeting is scheduled for February 23, 2026.