Awarded
Contact Management
Descriptions
Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. Guinness wishes to understand the capabilities of partners to provide CCaaS services to include but not be limited to the below aspects: •Omni channel capabilities •Multiple, segmented Contact Centre capabilities •Call and Queue Management •Agent and Customer journey and experience •Call Quality & Monitoring tools •Customer Identification and Verification features •Call Delivery, IVR, management, conferencing routing and recording •Chatbots, AI, Speech recognition, predicative dialler, webchat, gamification features •PCI process and compliance •MI Reporting •Digital signage - wallboards •Workforce Management capabilities •Integration with Microsoft Dynamics 365 CRM, MS Teams, Power BI •Cloud Hosting •UK hosted cloud data centres are preferred The SQ documents are available on https://procontract.due-north.com and the project reference is DN612881
Timeline
Published Date :
Deadline :
Tender Awarded :
Awarded date :
Contract Start :
Contract End :
Tender Regions
CPV Codes
72245000 - Contract systems analysis and programming services
79994000 - Contract administration services
48333000 - Contact management software package
Workflows
Status :
Assign to :
Tender Progress :
Details
Notice Type :
Tender Identifier :
TenderBase ID :
Low Value :
High Value :
Region :
Attachments :
Buyer Information
Address :
Website :
Procurement Contact
Name :
Designation :
Phone :
Email :
Possible Competitors
1 Possible Competitors
