Customer Contact as a Service

Concepts

• norwich
• information technology
• norfolk county council
• service areas
• customer experience platform system integrationmi
• new customer contact telephony service
• managed contact centre telephony service
• communications equipment
• internal calls
• outbound transfers

Location

Description

Norfolk County Council wishes to procure a new customer contact telephony service. Norfolk County Council currently has a managed contact centre telephony service, which is used by six service areas. Norfolk County Council IT have full admin rights to the system, which we wish to retain for our replacement system. Norfolk County Council has 160 agents in the 6 service areas. The current contract ends March 2024 but is not in support, therefore Norfolk County Council wishes to procure and migrate as soon as possible.

Total Quantity or Scope

The current contract ends March 2024 but is not in support, therefore Norfolk County Council wishes to procure and migrate as soon as possible.Norfolk County Councils top basic requirements are as follows:Basic functionality (e.g. outbound transfers, warm transfers, external conferencing, multiple outbound CLIs)Softphone - take external and internal calls from office and homeCloud based solutionAutomated call distribution and skills-based routingMenus (IVR, voice recognition)Call recordingCall queue checks (e.g. agent checks and calls in queue)Payment system integration (Pay360 and KeyIVR)Customer Experience Platform system integrationMI – real time metrics and historical reporting

CPV Codes

• 72000000 - IT services: consulting, software development, Internet and support
• 32000000 - Radio, television, communication, telecommunication and related equipment
• 48000000 - Software package and information systems

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** This procurement will be managed electronically via the Council`s e-procurement system. To participate in this procurement, applicants must first be registered on the system at https://in-tendhost.co.uk/norfolkcc. Full instructions for registration and use of the system can be found at https://in-tendhost.co.uk/norfolkcc/aspx/BuyerProfiles. Once registered you will be able to see the procurement project under the `tenders` section and `express an interest` to view the documentation. If you encounter any difficulties whilst using the system you can contact the In-tend support team by phoning +44 8442728810 or e-mailing support@in-tend.co.uk.