24/015 Customer Contact Solution

Concepts

• tamworth
• software package
• digital customer contact
• customer engagement
• omnichannel contact centre solution
• contact centre solution
• customer portal
• cost-effective scalable solutions
• every contact count
• our customer service operations

Location

Tamworth

Description

Tamworth Borough Council is looking to procure a cloud-based Customer Portal, CRM, low code workflow management system and omnichannel Contact Centre Solution to help rationalise and enhance the management of digital customer contact. We want to significantly improve how customers receive updates and how workflow is managed across the organisation, with the aim of enhancing customer engagement, improving satisfaction level, providing rapid deployment of processes/workflows and making every contact count. The solution should allow the Council to make use of the latest technological advancements, offering integrated use of AI and RPA (Robotic Process Automation) functionality to further enhance efficiency by automating routine tasks and providing intelligent insights. We aim to significantly transform our customer service operations and workflow management with the use of cost-effective scalable solutions.

Renewal Options

There is the option to extend for a further one plus one year

Award Criteria

CPV Codes

• 48000000 - Software package and information systems

Indicators

• Bids should cover the whole contract.
• This is a recurring contract.
• Renewals are available.
• Award on basis of price.