Open Closing in a 18 days
Contact Centre as a Service (CCaaS)
Descriptions
Hampshire and Isle of Wight Constabulary and Thames Valley Police (The Authority) are preparing a scope of requirements for the supply of a Contact Centre as a Service (CCaaS) platform to serve the needs of the Contact Management department that services both forces.
The desired business outcome is; To improve the efficiency & effectiveness of all of our contact channels, in a way which will enhance both the CX & UX whilst delivering the following objectives:
• Increased self-service options for the public
• Improved, more intuitive call routing Increased insight on our demand including abandoned / failed contact
• Reduced handle time for voice and digital
• Improved information capture and data quality
The requirements for the supply of this system will cover the following;
• Inbound Voice Routing (IVR)
• Automatic Call Distribution (ACD)
• Digital Interaction Routing (DIR)
• Workforce Engagement Monitoring (WEM)
• Pre-Packaged Applications
• Applications & Native Communications Connectivity
• Outbound Voice Calling
• Customer Self-Service Automation
• Data Retention, Review & Disposal (RRD)
• Artificial Intelligence (AI)
• Large Language Model (LLM)
Note: The scope for this PME is for the procurement of a CCaaS solution however there are future planned phases that will involve the procurement of new platforms to replace the existing Customer Relationship Management (CRM), Contact Management Platform (CMP) & Command & Control (C&C) functions.
Timeline
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Tender Regions
CPV Codes
48800000 - Information systems and servers
72000000 - IT services: consulting, software development, Internet and support
48500000 - Communication and multimedia software package
48200000 - Networking, Internet and intranet software package
48900000 - Miscellaneous software package and computer systems
32500000 - Telecommunications equipment and supplies
32400000 - Networks
Keywords
networks
communications networks
data networks
network infrastructure
connectivity systems
telecommunications equipment
telecom supplies
communication devices
network hardware
telecom gear
supply components
networking software package
internet intranet application
network services suite
web connectivity platform
multimedia presentation suite
rich media editor
streaming communication tool
broadcast content creator
interactive media platform
audio-video integration software
media sharing client
content encoding suite
cross-format media converter
digital signage tool
enterprise information platform
server infrastructure management
data center orchestration tool
server virtualization manager
client-server middleware
high-availability system platform
server lifecycle manager
service monitoring dashboard
server provisioning engine
system deployment suite
software bundle installer
integrated IT solution
diverse application suite
bespoke systems package
multi-purpose software toolkit
turnkey IT system
mixed-license software
cross-platform system bundle
vendor-neutral software pack
contract-based software set
IT consulting
software development
web services
network support
system integration
IT infrastructure management
digital transformation
cloud services
cybersecurity support
application maintenance
helpdesk services
technical support
software customization
IT outsourcing
Tender Lot Details
2 Tender Lots
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Possible Competitors
1 Possible Competitors
