E911 Cloud-Based Customer Contact Center Solution

The City of Atlanta, on behalf of the Atlanta Police Department will shortly undergo a competitive sealed bid process comprised of a prequalification phase as the initial step, followed by an Invitation for Bid (IFB) towards the procurement of a cloud-based AI Call Center Solution designed to reduce the volume of non-emergency calls received through its current Call Processing Equipment. Interested vendors will be required to submit a Demo, among other requirements which will be defined in the pre-qualification document. The City¿s expectation is that the selected vendor will provide a secure, reliable, and scalable solution that effectively manages non-emergency 911 calls through conversational AI, accurately identifies caller needs, and routes or processes calls appropriately. Vendors capable of delivering a cloud-based AI Call Center Solution that supports English-language interactions and preferably include multilingual capabilities to improve accessibility for Atlanta¿s diverse communities are encouraged to prepare for this upcoming solicitation process. A Pre-Solicitation Conference will be noticed and then held to provide more details and address questions