Omni-Channel Contact Centre Solution

A Tender Notice
by PORTSMOUTH CITY COUNCIL

Source
Contracts Finder
Type
Contract (Services)
Duration
2 year
Value
___
Sector
TECHNOLOGY
Published
18 Feb 2022
Delivery
04 May 2022 to 04 May 2024
Deadline
21 Mar 2022 12:00

Concepts

Location

Geochart for 1 buyers and 0 suppliers

1 buyer

Description

Portsmouth City Council ('the council') is inviting tenders from suitably qualified suppliers to provide omni-channel contact centre services. The solution must be a certified Microsoft Teams solution for contact centres. The new omni-channel platform is required to replace current solutions for call distribution, call recording and interactive voice response (IVR) and to provide additional functionality to support customer service across digital channels, including email, social media and web chat, via a single omni-channel platform, to increase the use of IVR through the system to improve the customer journey and to connect online and offline customer service to support channel shift, and to enable enhanced reporting, and automated customer feedback.

CPV Codes

  • 48510000 - Communication software package
  • 48445000 - Customer Relation Management software package
  • 32500000 - Telecommunications equipment and supplies
  • 72212217 - Transaction-processing software development services
  • 72212333 - Contact management software development services
  • 72000000 - IT services: consulting, software development, Internet and support

Other Information

Portsmouth City Council is currently in the process of seeking expressions of interest for the following project - Omni-Channel Contact Centre Solution The full details and ability to express an interest will be via our e-sourcing system Intend. This filepath will take you to the relevant area of Intend, https://in-tendhost.co.uk/portsmouthcc/aspx/Tenders/Current Once on the page you can either scroll down or use the search function to find the relevant project. Should you have any problems with the above link, please contact us on 023 9268 8235 or email: procurement@portsmouthcc.gov.uk Is a Recurrent Procurement Type? : No Additional information on how to apply for this contract https://in-tendhost.co.uk/portsmouthcc/aspx/

Reference

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