SSEN Distribution Contact Channel Management - Contact Centre as a Service(CCaaS)

Concepts

• reading
• packaged software products
• programming services
• contact centre
• exceptional service
• all ssen distribution customer service functions
• ssen distribution contact channel management - contact centre
• channel
• distribution contact channel management - contact centre
• a unified service tooling ecosystem

Location

UK

Description

The Customer Service team are embarking on a transformation programme to move towards a unified service tooling ecosystem that places customers at the heart of everything we do and enables our colleagues to deliver exceptional service and customer experience. The purpose is to identify a vendor that has existing solutions, capabilities, and technologies to transform and migrate our legacy contact routing platform (Avaya & Storm) to a cloud-based Contact Centre as a Service (CCaaS) solution along with the scale and opportunity to route and manage all demand, agnostic to channel, across all SSEN Distribution Customer Service functions via a single solution.

CPV Codes

• 72210000 - Programming services of packaged software products

Indicators

• Bids should cover the whole contract.
• Renewals are not available.
• Award on basis of price and quality.

Other Information

Submissions to be submitted via the Jaggaer portal, if not register see : https://sse.app.jaggaer.com/web/index.html Upon appropriate registration, please contact the event owner john.lange@sse.com to be added to the event.