CWC23106 - Omnichannel Solution

Concepts

• wolverhampton
• software package
• omnichannel
• information systems
• crown commercial services network services
• contact centre services
• customer services
• west midlands pension fund
• crown commercial services network services 3 framework lot 4c
• wolverhampton city council

Location

Description

Wolverhampton City Council are awarding a contract following a further competition for the provision of an Omnichannel solution using Crown Commercial Services Network Services 3 framework Lot 4c: Contact Centre Services. The Omnichannel solution includes Telephone, Email, Text, Chatbot, Webchat and Social media. Within the scope of the project are five separate Contact Centres covering, Wolverhampton City Council's Revenues and Benefits, Customer Services and the Social Care Team (a combination of Children's and Adults), Wolverhampton Homes and West Midlands Pension Fund. The contract has been awarded for an initial period of 3 years with an option to extend for 2 + 1 + 1 years.

Award Detail

CPV Codes

• 48000000 - Software package and information systems

Indicators

• Contract is suitable for SMEs.
• Contract is suitable for VCOs.