Contact Centre Telephony - UK/Pilot, 8 Location's and Global Customer Service Team

Concepts

• global customer service team
• contact centre telephony
• telecommunications equipment
• manchester
• soft phone telephony solution
• uk contact centre
• global customer contact manager
• management software of that telephony solution
• contact centre manager
• team leaders

Location

Description

Our global customer service function consists of circa 1,000 staff based in offices in over 100 countries. Our UK contact centre is the organisation's flagship customer service operation, and handles enquiries via telephone, e-mail, web-form and social media channels, using Salesforce CRM. It consists of 20 staff in total - 15 Advisors, 3 Team Leaders and 1 Contact Centre Manager, plus the Global Customer Contact Manager. In order to facilitate flexible working and ensure systems integration, we are looking to procure a cloud-based, soft phone telephony solution and associated management software of that telephony solution for use in a contact centre environment, removing the need for traditional hardware such as on-site servers and desk-based phones. We do not wish to purchase any other elements of contact centre channel management platforms. This solution will be piloted in the UK contact centre and, subject to a successful and satisfactory pilot, will be rolled out further across the network.

Award Detail

CPV Codes

• 45314000 - Installation of telecommunications equipment

Indicators

• Contract is suitable for SMEs.

Other Information

Bidders will be required to register on British Council`s e-Tendering portal In-Tend hosted at https://in-tendhost.co.uk/britishcouncil in order to take part in the tender process. Once registered, bidders must log-in to the website where they can view the project and access the bidders pack and submit their return. Bidders will also be required to demonstrate their capability and `means of proof` will be required. These conditions are outlined in the ITT.