SWR Customer Interaction Management Solution (CIM)

A Addendum Notice
by FIRSTGROUP HOLDINGS LIMITED

Source
Find a Tender
Type
Contract (Goods)
Duration
not specified
Value
___
Sector
TECHNOLOGY
Published
24 Feb 2023
Delivery
not specified
Deadline
n/a

Concepts

Location

Geochart for 1 buyers and 0 suppliers

1 buyer

Description

FirstGroup Holdings Ltd. (Known as FGH) on behalf of its subsidiary company, "First MTR South Western Trains Ltd (SWR)" is approaching the market to procure a Customer Interaction Management (CIS) Solution to support their Customer Contact Centres (CCC) communicating with customers and internal stakeholders. SWR CCC provides services for customers 363 days a year across a variety of channels including phone, e-mail, and social media. Some services are 24 hours supported out of our two contact centres one in Southampton and one in Basingstoke. The team support customers who have general enquiries, require passenger assistance, need to get a refund on an unused ticket, praise an aspect of our service or make a complaint. These contacts can be across any number of channels. All customer interactions must be completed within a set of industry-standard SLAs, ranging from handling time limitations to measuring quality to response through customer surveys.

Ammendments to Previous Notice

2. I.1.3

Communication Access to the procurement documents is restricted. Further information can be obtained at http://redirect.transaxions.com/events/UYo5P http://redirect.transaxions.com/events/G6Uey Additional information can be obtained from the above-mentioned address Tenders or requests to participate must be submitted to the above-mentioned address

CPV Codes

  • 48445000 - Customer Relation Management software package

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. **

Reference

Domains