Awarded
A FRAMEWORK AGREEMENT FOR THE PROVISION OF PATIENT AND NON-PATIENT MESSAGING SERVICES
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Descriptions
The aim of this project is to procure a multi-Lot, multi-supplier framework agreement to enable the provision of messaging services to support appointment reminders, Friends and Family tests and other similar requirements, using a range of communications technologies that meet the accompanying specifications and any locally-defined requirements. In addition, the framework suppliers will be required to - ensure continuity of supply, both in terms of volume and content; - provide the means to support the clients in delivering and managing the service in an efficient and cost-effective manner; and - to protect clients against price increases. Lot Structure Lot 1 Messaging services to mobile telephones, e.g., Short Message Services (SMS) and Multimedia Messaging Services (MMS); Lot 2 Messaging services to computers, e.g., Electronic Mail (eMail) services; Lot 3 Automated voice messages to a landline of mobile telephone, e.g., Interactive Voice Response (IVR); Lot 4 Agent Calls; and Lot 5 A multi-service Lot encompassing a combination of any of the above Lots and potentially, additional linked services, to provide an end-to-end communications service.
Timeline
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Tender Regions
CPV Codes
79512000 - Call centre
48512000 - Interactive voice response software package
64210000 - Telephone and data transmission services
Keywords
CRM calls
inbound/outbound calls
IVR call routing system
multi-channel support
voice menu software
enterprise data link
internet trunk service
helpdesk call centre
fixed-line voice service
DTMF response system
data circuit leasing
speech-prompting engine
caller input interpreter
VoIP connection service
call handling services
call queue management
telemarketing operations
outbound call workflow
voice script designer
call centre services
business internet access
call reporting module
point-to-point data transfer
broadband telephone service
customer contact management
digital telephony provision
corporate voice-data link
self-service phone system
contact centre operations
telephony automation tool
Workflows
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Details
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