Omni-Channel Contact Centre Solution
key details
| Status | active |
|---|---|
| Category (CPV) | 48510000 +3 more |
| Region | South East |
| Deadline | 21 Mar 2022 |
| Procedure | open |
| OCID | ocds-h6vhtk-031901 |
description
Portsmouth City Council ('the council') is inviting tenders from suitably qualified suppliers to provide omni-channel contact centre services.
The solution must be a certified Microsoft Teams solution for contact centres.
The new omni-channel platform is required to replace current solutions for call distribution, call recording and interactive voice response (IVR) and to provide additional functionality to support customer service across digital channels, including email, social media and web chat, via a single omni-channel platform, to increase the use of IVR through the system to improve the customer journey and to connect online and offline customer service to support channel shift, and to enable enhanced reporting, and automated customer feedback.
The Council is targeting contract commencement from end August 2022 however the very latest date for the supplier to fully implement a working solution to replace the current voice contact centre platform is end November 2022
documents
- https://in-tendhost.co.uk/portsmouthcc/aspx/
- https://www.contractsfinder.service.gov.uk/Notice/3172fcc3-a548-4067-a335-9d79338966c8 , tenderNotice
Documents are linked, not mirrored. They are served by the publishing authority and may require registration.
notice history
1 notice published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 18 Feb 2022 | Contract notice (F02) | Earlier regulations | 004709-2022 |
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source
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