AI-Powered Telephone Answering and Call Routing

Summary

Burgenländische Krankenanstalten-Gesellschaft m.b.H. is procuring an AI-powered telephone answering and call-routing solution for its locations in Burgenland. The scope includes design, software provision, integration with the existing Mitel telephone system and the buyer’s IT service platform, and interfaces to SAP and calendar or scheduling systems. The solution will handle incoming calls, recognize callers’ needs, provide standard information, route calls, record messages and callback requests, and allow handover to a person; appointment scheduling may be added. Commissioning, training, operation, maintenance, support and further development are also included. The procurement has one lot.