Case Study: City of Doral automates permit processing with Voicent IVR Studio

City of Doral, Florida Automated Permit Processing Using IVR Studio

The City of Doral, Florida needed a better way to handle inbound permit requests that were previously managed by live agents over the phone. The manual process for updating permits, canceling applications, and providing permit cost information was time-consuming and burdensome, so the city turned to Voicent and its IVR Studio to find an automation solution.

Voicent implemented IVR Studio integrated with Perconti Data Systems’ permitting platform and JSON API to automate permit authentication, new permit processing, status checks, and other permit scenarios. This reduced call handling time for citizens, allowed the city to manage multiple requests at once, and freed staff to focus on higher-priority work, resulting in a fully automated inbound permit processing system that met the city’s needs.

City of Doral