Preliminary Market Consultation Replacement of Customer Communications Platform

Descriptions

The purpose of this PMC is to inform an options appraisal as to how we may proceed with potential procurement of a contact centre telephony platform which also offers options for managing customer contact across a range of channels and media via a single gateway in the future.North Lincolnshire Council and North East Lincolnshire Council need to replace and modernise our existing customer contact centre telephony platform/s and this needs to be modern, fit for purpose and meet our needs going forward.As part of our ambition for transforming and managing customer access, we want to understand the wider landscape of how other contact channels (social media, SMS, email, etc.) might be managed alongside the telephony (multichannel approach) to help us to maximise our management of customer contact and business intelligence relating to customer experience and feedback of customers.