Inactive

Services shall enable FEMA to extend the use of the IVA system that has been supporting the COVID-19 Funeral Assistance program since 2021. The IVA system shall be designed to effectively understand a... Services shall enable FEMA to extend the use of the IVA system that has been supporting the COVID-19 Funeral Assistance program since 2021. The IVA system shall be designed to effectively understand and respond to a caller’s verbalized inquiries, providing appropriate answers and guidance to the caller. Callers shall receive an immediate improved in call experience through elimination of complex menus, personalization for specific callers, self- service automation, and identification of distressed callers. The IVA solution shall route calls to the correct agent to handle the caller’s needs as appropriate. The CFNRL IVA system must operate non-stop, providing caller assistance even when agents are not available (evenings, weekends, and holidays).