Contact Centre Software Enhancement

We are currently engaging with suppliers in the market to further understand our requirements for a Contact Centre Solution Software solution to plug into our current VOIP Contact Centre Solution.

We are looking to enhance our current contact centre solution. Our customers are truly at the heart of what we do here at Thirteen and we are exploring the external market to support us with our journey around striving to continually improve our colleague and customer experience to:

• Deliver exceptional front line agent experiences to improve employee productivity and engagement as well continuing to strive to enhance our customers experience to create Happy Customers.
• Automation of Quality Management to effectively and proactively manage QA at scale, driving quality outcomes and improving CX.
• Risk & Compliance - Understand Voice and omni channel conversations to uncover the insight needed to ensure compliance is met with every interaction and to reduce any risks.
• Customer Sentiment/Speech analytics to allow us to easily identify trend, failure, repeat issues and hot spots to improve the overall customer experience as well as to identify additional support/coaching requirements for agents to improve the overall customer journey.
• Reports - Full suite of reports which are easily configured, exported and within standard formats.

We are looking to speak with a limited number of suppliers with the aim of going out to Open Tender the end of July. The purpose of this is to build our understanding of our requirements and what is available on the market currently.

Please email procurement@thirteengroup.co.uk with any key points you aware of from experience that is often missed. To take part in this potential upcoming tender please ensure that you are registered on our portal: https://in-tendhost.co.uk/thirteengroup.