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DWP Digital Channels Contact Centre (DC3)
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Descriptions
DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Intelligent Voice Routing (IVR), advisor skills-based call routing, call recording and call transcription. It will be cloud hosted and will renew integrations with existing platforms that delivery capabilities for Non-Geographic Numbers (0800 etc), Video, Payment Card Industry compliance, automated customer experience as well as integrations into Business Group CRM and call routing strategies. The contract will be based on the Model Services Contract (MSC) v2.0 (Combined Schedules version 2.0) 2022 developed by the Cabinet Office and the Government Legal Department (GLD), amended in line with Cabinet Office Guidance in respect of the MSC, the Sourcing Playbook and PPNs. The MSC will be further amended in line the DWP MSC Toolkit developed by the DWP Commercial Policy team in conjunction with GLD to reflect departmental policy requirements for best practice, and to reflect the specific requirements of the DWP Digital CCMP for DC3.
Timeline
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Tender Regions
CPV Codes
48000000 - Software package and information systems
72000000 - IT services: consulting, software development, Internet and support
79512000 - Call centre
64200000 - Telecommunications services
Keywords
CRM calls
IT consulting
web services
network support
cloud services
IT systems
IT outsourcing
inbound/outbound calls
software development
cybersecurity support
multi-channel support
IP telephony provision
application maintenance
helpdesk call centre
digital solutions
help desk services
enterprise software
digital transformation
call handling services
call queue management
leased line service
technical support
telemarketing operations
application software
system integration
software customization
call centre services
telecom traffic routing
packaged applications
telecom carrier operations
data transmission service
telecom network operations
IT infrastructure management
telecom infrastructure management
broadband connectivity service
customer contact management
network voice/data service
software package and information systems
contact centre operations
voice communication provision
Workflows
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Details
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