Closed
Provision of a Contact Centre as a Service
Descriptions
Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. CCaaS services will 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
Timeline
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Tender Regions
CPV Codes
64200000 - Telecommunications services
32500000 - Telecommunications equipment and supplies
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Possible Competitors
1 Possible Competitors
