Modern Communications
key details
| Value | £1,490,381 |
|---|---|
| Status | complete |
| Category (CPV) | 32412100 +4 more |
| Deadline | 26 Feb 2019 |
| Contract start | 23 Apr 2019 |
| Contract end | 22 Jul 2022 |
| Procedure | selective |
| SME suitable | Yes |
| OCID | ocds-b5fd17-a2b9f1d6-81f2-41c2-972a-b8d67060309f |
Award
| Supplier | Value | Date | Status |
|---|---|---|---|
| Centiant Intl Limited | £1,490,381 | 31 Mar 2019 | active |
description
Provision of a Modern Communications Service will deliver a suite of services designed to:
| • | Transform customer communications (contact centre solution). |
| • | Transform colleague communications (enterprise communications). |
- Service support and contract management.
The Modern Communications Service will be a cloud based solution that enables L&Q to fully utilise all reasonable channels of communication (including but not limited to telephony, chat, SMS, social media platforms, dynamic webforms).
Expected benefits include:
| • | Realtime communication with location independence |
| • | Enterprise voice capabilities for the existing L&Q instance of MS Teams |
| • | Faster response times to customers |
| • | Less repeat information (from customers) |
| • | 100% availability of customer contact information (e.g. last contact time & date) |
| • | Shift to more proactive contact with customers |
| • | Ability to review how customers feel about L&Q, and why (as the solution is integrated with the D365 CRM solution and enables L&Q to use MS cognitive services and Power BI for real time reporting) |
The new Modern Communications Platform will be cloud based and enable L&Q Group to bring together contact from all channels (telephony, SMS, social media platforms, webchat, skype, dynamic webforms) in a modern, seamless way. The customer should never have to repeat themselves and L&Q should be able to respond quickly, shift to more proactive contact, always know the last time the customer contacted, why and how they feel about L&Q (as the solution is integrated with the D365 CRM solution and enables us to use MS cognitive services and Power BI to have real time reporting)
notice history
1 notice published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 7 Jun 2019 | Award (award) | · | ef6b9cec-28ac-41d1-9fd5-c90c65f1c3b1-294014 |
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source
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