Awarded
Provision of a Multi-Channel Contact Centre and Telephony Service for Social Security Scotland
Descriptions
A contract with an external service provider for the provision of Multi-Channel Contact Centre and Telephony Service for Social Security Scotland. The contact centre platform shall provide the ability to provide access and workflow for multiple channels; telephony, SMS, Chat, Remote Assistance, email and, is capable of Computer Telephony Integration (CTI) with existing and future benefit delivery platforms, as part of the roadmap. Additionally, tools will be embedded to allow efficient workforce management in the Contact Centre and enhanced performance management and management information to track measureable improvements.
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Tender Regions
CPV Codes
32429000 - Telephone network equipment
64214000 - Dedicated-business telephone network services
64215000 - IP Telephone services
64211100 - Local telephone services
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Possible Competitors
1 Possible Competitors
