Contact Management

A Tender Notice
by THE GUINNESS PARTNERSHIP LTD

Source
Contracts Finder
Type
Contract (Services)
Duration
5 year
Value
£1M
Sector
TECHNOLOGY
Published
19 May 2022
Delivery
04 Dec 2022 to 04 Jan 2028
Deadline
24 Jun 2022 17:00

Concepts

Location

Geochart for 1 buyers and 0 suppliers

1 buyer

Description

Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. Guinness wishes to understand the capabilities of partners to provide CCaaS services to include but not be limited to the below aspects: • Omni channel capabilities • Multiple, segmented Contact Centre capabilities • Call and Queue Management • Agent and Customer journey and experience • Call Quality & Monitoring tools • Customer Identification and Verification features • Call Delivery, IVR, management, conferencing routing and recording • Chatbots, AI, Speech recognition, predicative dialler, webchat, gamification features • PCI process and compliance • MI Reporting • Digital signage - wallboards • Workforce Management capabilities • Integration with Microsoft Dynamics 365 CRM, MS Teams, Power BI • Cloud Hosting • UK hosted cloud data centres are preferred

CPV Codes

  • 48333000 - Contact management software package
  • 72245000 - Contract systems analysis and programming services
  • 79994000 - Contract administration services

Indicators

  • Contract is suitable for SMEs.

Reference

Domains