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Tender Details
- Country: United Kingdom
- Summary: Contact Management
- GBT Ref No: 66616680
- Deadline: 24 Jun 2022
- Competition: ICB
- Financier: Self Financed
- Purchaser Ownership: Public
- Tender Value: Refer Document
- Notice Type: Tender
- Document Ref. No.: DN612881
- Purchaser's Detail :
- Description :
- Contact Management
As part of the IT Cloud based Strategy TGP are exploring a new framework to replace the current Anywhere 365 Contact Centre (A365) set up to a cloud-based Contact Centre as a Service solution (CCaaS) offering a unified communication service and technology stack, considering all the products and services that help operate the contact centre currently from the telephony, infrastructure, and software. This procurement seeks to engage with providers with exemplary experience within the Contact Management Center arena that includes assisting organisations through Contact Centre as a Service solution (CCaaS) within the Social Housing sector, or equivalent organisation (of a comparable size, scale, and complexity in terms of geographical footprint, services, regulation and customer demographics). The expected outputs (scope) of this engagement is to provide; Phase 1
• For approx. 400 contact centre colleagues
• New unified cloud-based solution can establish interconnectivity eliminating siloed use of applications,
• digitalising workflows, workforce optimisation and improving both the customer/agent experience,
• creating a more customer centric and empathetic journey using advances in areas such as software, AI, Interactive Voice Responses, Virtual Agent Assistants and Chat Bots which play a profound role understanding and assessing a customers needs
• Improving Self Service options, optimising the verification processes
• innovative w... - Documents :
Purchaser : THE GUINNESS PARTNERSHIP LTD
30 Brock StreetLondonGreater LondonNW1 3FGUnited Kingdom
Contact Name :Anna Begum
Telephone :07914807910
Email :Anna.Begum@guinness.org.uk
Email :Anna.Begum@guinness.org.uk
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