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Conversational AI Platform
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Descriptions
The Department for Work and Pensions (DWP) ("the Authority") is responsible for welfare, pensions, and child maintenance policy within the UK. As the UK's biggest public service department, it administers the State Pension and a range of working age and disability benefits to around 20 million UK citizens. The Authority is committed to doing everything it can to enhance the overall citizen experience. Citizens contact the Authority wishing to start, validate, change or query their benefit claims.
Citizens calling from within the UK contact the Authority via free of charge Non-Geographic Numbers ("NGNs") or via web chat when wishing to discuss their individual circumstances with regards to a type of service/benefit they have with the Authority.
NGNs are currently answered by advisors within the Authority's contact centre, which is the largest platform of its kind across all UK government departments and is one of the largest in Europe. The contact centre managed service ensures that all twenty-seven business groups, spread across around 200 locations, can connect with and support citizens, whilst also offering specialist services such as debt recovery and support for citizens with complex needs.
Conversational AI Platform ("CaiP") is a natural language call steering ("NLCS") solution which allows citizens to speak naturally to the platform so it can determine why our citizens are calling. This enables the guiding of the citizen to the most effective outcome, whether that is to the right agent first time or to personalised call deflection and/or self-service offerings. This should enhance the citizen experience and produce operational efficiencies. The CaiP service will integrate with the Authority's contact centre to help better serve millions of citizens by improving how DWP handles inbound calls, route queries intelligently, and offer self-service options.
Timeline
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Tender Regions
CPV Codes
64227000 - Integrated telecommunications services
72000000 - IT services: consulting, software development, Internet and support
79512000 - Call centre
48512000 - Interactive voice response software package
Keywords
CRM calls
IT consulting
web services
network support
cloud services
IT outsourcing
inbound/outbound calls
software development
cybersecurity support
IVR call routing system
multi-channel support
voice menu software
application maintenance
helpdesk call centre
merged telecom services
DTMF response system
speech-prompting engine
caller input interpreter
help desk services
digital transformation
call handling services
call queue management
technical support
telemarketing operations
outbound call workflow
voice script designer
system integration
software customization
call centre services
packaged telecom systems
call reporting module
integrated carrier offering
IT infrastructure management
customer contact management
hybrid connectivity solution
bundled voice-data network
all-in-one telecom solution
converged network service
self-service phone system
end-to-end communication service
unified communications provision
multi-service network integration
contact centre operations
telephony automation tool
Tender Lot Details & Award Criteria
1 Tender Lots
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