Call Center Integrated Voice Response (IVR) System for Lakeland Electric

Lakeland Electric, a municipally owned electric utility serving approximately 140,000 customers in the Lakeland, Florida area, seeks proposals for the supply and implementation of an Integrated Voice Response (IVR) system for its Customer Service Division. The system will enable customers to access and interact with their Lakeland Electric accounts in real time through an IVR interface.

The utility operates a single call center located at its Lakeland, Florida headquarters with 35 full-time agents, operating Monday through Friday from 7:30 AM to 6:00 PM. The center currently processes approximately 330,000 calls per year (27,000 calls per month). The existing technical environment includes an Avaya VoIP system (Release 10.1), Cisco Catalyst 9300 edge switches, Avaya J179 desk phones with Workplace Softphone Version 3.27.0.64, Nortel Contact Center Manager 6.0 for call management, and an Oracle-based Customer Information System from Harris-Cayenta (version 9.1). The prospective vendor must be certified for Avaya Release 10.1 and the system must integrate with existing Verizon dial tone provision and KUBRA payment IVR capabilities. Call recording functionality captures all incoming calls to the call center.

Proposal submissions must be completed by April 25, 2024 at 7:30 PM Eastern Time. Questions regarding the RFP must be submitted by the Q&A deadline of April 4, 2024 at 9:00 PM Eastern Time. The evaluation will be based on selection criteria, technical qualifications, pricing, and vendor capability assessments as outlined in the RFP scorecard and supporting documentation.