The Provision of Contact Centre Communications Software

Concepts

• communication and multimedia
• newport
• software package
• customer contact centre solution
• contact centre communications software
• customer contact
• a contact centre software solution
• contact centre communication software
• a call centre system
• the provision of contact centre communications software

Location

United Kingdom:

Description

Wales and West Utilities (WWU) intend to establish an agreement for the provision of Contact Centre Communication Software. The required solution shall include the following features. • Enable WWU to maintain a call centre system to satisfy its licence agreement. • Ensure teams currently using CxEngage as their primary telephony solution continue to have a contact centre software solution. • Ensure that the solution is scalable and can include additional users should more users be required, e.g., Despatch, Streetworks and Reinstatement. • Integration to existing WWU systems (SAP C/4 HANA primary interface). • Ensure that key interactive voice response (IVR) function is maintained. • Maintain all existing communication channels (true omni-channel experience for customers and agents for customer contact (call, text, email, WhatsApp). • Maintain reporting and product-market fit (PMF) capabilities. • Maintain call recording functionality. • Artificial intelligence (AI) to be part of customer contact centre solution. This tender has generated a significant amount of interest and to ensure that the market understands the requirement, the below highlights essential criteria. • Existing System without need for significant development. • Proven Interoperability with SAP C/4 HANA. • A solution that is already in use and proven to work effectively within another organisation. • Software as a Service (SaaS) solution. • Scalable to receive large volumes of calls at short notice. • Scalability to approximately 400 users / agents. Conversely, WWU deems it necessary to advise the market that certain services and types of systems would not meet our requirements. • A conceptual solution that requires development. • A platform from which to design a bespoke system.

Renewal Options

Proposed Total duration: Four (4) Years, with option to extend by three (3) consecutive 12-month periods.

Award Criteria

CPV Codes

• 48500000 - Communication and multimedia software package

Indicators

• Renewals are available.

Other Information

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