Strategic Customer Contact Platform

Supply Strategic Customer Contact Platform

This procurement is for a Strategic Customer Contact Platform (SCCP) and a Speech Interactive Voice Response Solution.

Opportunity Id
DN419194
Title
The Provision of a Strategic Customer Contact Platform (SCCP) and Speech Interactive Voice Response (IVR) Solution
Categories
48314000-2 – Voice recognition software package
48333000-1 – Contact management software package
48512000-0 – Interactive voice response software package
Description
This procurement is for a Strategic Customer Contact Platform (SCCP) and a Speech Interactive Voice Response Solution (IVR). This is to provide multiple contact channels and integration with our wider Digital Platform, including Customer Relationship Management (CRM). This procurement aligns with the themes and principles of the council’s Digital Transformation Programme and will become one of its constituent projects. For clarity, the following are out of scope for this procurement: • Outsourcing of any council services, including our contact centres • Phone hardware (e.g. handsets) • Generic telephony hardware (e.g. session border controllers) • Automated outbound dialling • Full workforce management capability for contact centre • Management and operation of council’s Skype for Business core telephony • Customer Relationship Management (CRM) and Case Management • Outbound marketing • Calling plans for the cost of dedicated customer service telephone numbers • SMS and Email gateway services • PCI compliant payment services for mediated customer service scenarios
Region(s) of supply
Bath and North East Somerset, North Somerset and South Gloucestershire
Estimated value
N/A
Keywords
contact centre

Key dates

Estimated contract dates
Start date
05/01/2020
End date
30/06/2022

Contact details

Buyer
South Gloucestershire Council
Contact
The Procurement Team

Expression of interest window

From 28/06/2019 17:00 to 29/07/2019 17:00

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