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Intraday Workforce Optimisation Solution
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Descriptions
Northumbrian Water requires an Intraday Workforce Optimisation and Real-Time Management solution to integrate with Genesys Cloud.
The solution should:
- Provide a corporate licence with initial access for approximately 50 users within our Operations contact Centre for a period of circa 6 months with a view to scaling across other NWL contact centres including but not limited to Billing (including planners, team leaders, and agents), during the contract term. Scaling up to 250 users across the term (circa month 7 and onwards).
- Initial contract term: 3 years, with a break clause after 6 months (if the initial rollout is successful), and options to extend for 3+3+3+3 years (up to 15 years total). NWL reserve the right to renew the contract beyond the contract term, should this be advantageous for NWL.
- Target contracts start date: 1 August 2026.
Timeline
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Keywords
IT consulting
web services
network support
cloud services
IT systems
IT outsourcing
software development
cybersecurity support
application maintenance
digital solutions
help desk services
enterprise software
digital transformation
technical support
application software
system integration
software customization
packaged applications
IT infrastructure management
software package and information systems
Tender Lot Details & Award Criteria
1 Tender Lots
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