Contact Centre Technology Innovation Trial

Concepts

• software package
• information technology
• contact centres
• contact centre advisors
• contact centre performance
• an internal tfl contact centre
• new technology
• new technologies
• contact centre technology innovation trial
• our contact centres

Location

LONDON

Description

Transport for London (TfL) is undertaking an early market engagement exercise, by inviting potential suppliers to complete a Market Sounding Questionnaire (MSQ) for an upcoming Contact Centre Technology innovation trial. TfL is exploring how through the use of new technology, it can make improvements in the contact centre through : • Handling the increased demand coming into the contact centres • Reducing the demand coming into our contact centres • Maximising the use of current and new data to produce strategic insights on TfL customers and contact centre performance • Improve our customer's experience as well as the experience of contact centre advisors Therefore, TfL is seeking innovative solutions that can overcome some of these challenges.

Total Quantity or Scope

TfL's Contact Centre Operations is comprised of an internal TfL contact centre and three outsourced partners. TfL is exploring how, through the use of new technologies, it can better • handle the demand coming into our contact centres? • reduce the demand coming into our contact centres? • maximise the use of current and new data to drive strategic insights? • improve our customer's experience TfL is seeking innovative solutions that can overcome some of the challenges it faces as well as which can offer the most substantial value. Suppliers will be able to inform TfL if they have solutions based on the following 5 capabilities: 1. Self-service Chatbots: A first point of contact to resolve TfL customer issues through self-serving our customers, where possible 2. Omni-channel / New Channels: A capability offering new and diverse methods of communication for TfL customers, such as WhatsApp, as well as the ability to collect and analyse data from across multiple channels 3. Agent Assist: A capability to augment and improve the contact centre advisors' ability to respond to customers as well as improve their productivity 4. Case Management: A capability that utilises automation to triage and manage cases TfL are also interested in any capabilities related to technology in contact centres that go beyond these 5 capabilities.

CPV Codes

• 48000000 - Software package and information systems
• 72000000 - IT services: consulting, software development, Internet and support
• 79342300 - Customer services
• 79342320 - Customer-care services

Indicators

Other Information

To receive the MSQ please email MSQinnovation@tfl.gov.uk expressing your interest with the email subject heading of Contact Centre Technology MSQ Request [include your company name]. To submit your MSQ please also email MSQinnovation@tfl.gov.uk using the subject heading Contact Centre Technology MSQ Response [include your company name]. Please can you express your interest by emailing MSQinnovation@tfl.gov.uk by close of play 4th April 2024 to be gain access to the MSQ event. The last date that MSQ submissions shall be accepted is 10th April 2024. TfL reserves the right without prior notice to amend the information provided, including, but not limited to, changing the timetable, the scope and nature of the procurement and the procurement process. In particular, TfL reserves the right to issue circulars to interested parties providing further information or supplementing and / or amending the procurement process. In no circumstances shall TfL incur any liability in respect of any changes. This will be subject to the requirements of public law, the UK and EU procurement rules and Treaty on the functioning of the European Union rules and general principles. TfL reserves the right without prior notice not to follow up the MSQ documents in any way or with any interested parties. TfL also reserves the right to terminate this process at any time without awarding a contract. TfL will not enter into a contract based solely on the responses to the MSQ document and no information contained within the MSQ document or in any communication made between TfL and any interested party in connection with the MSQ document shall be relied upon as constituting a contract or representation that any contract shall be offered.