Awarded
Provision Of Contact Centre Services Including Associated Software Solutions
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Descriptions
As part of it’s customer contact strategy, the National Transport Authority (“NTA”) plans to implement a Consolidated Contact Centre (“CCC”) under the Transport For Ireland (“TFI”) brand. The CCC will be the primary customer service contact point for services provided by the transport operators, some ticketing service providers and some ticketing offerings controlled by the NTA such as mTicketing, Taxsaver and Next Generation Ticketing. The NTA is seeking to engage a suitable party to provide the following services: • to own and drive the mobilisation of the new CCC and transition of the existing customer contact capabilities to a CCC to support the traveling customer; • to deliver a solution set to enable the CCC to meet its desired business outcomes, support business processes and enable the CCC to meet business Service Level Agreements (“SLA”) and Key Performance Indicators (“KPI”); • to manage the day-to-day running of the CCC and the corresponding processes and systems to support all customer interaction; • to drive continuous improvement across the CCC and its stakeholder group in order to maximise customer experience and maximise efficiency; • to achieve and maintain compliance in relation to Payment Card Industry (“PCI”) compliance, GDPR compliance, Irish language and security standards; • to manage operational risks; • to enable the NTA to meet its accessibility requirements; and • to enable the NTA to offer contact centre services to Commercial Bus Operators and other private services. Candidates should note that it will be a condition of the Contract that the CCC must be located on the island of Ireland. As the CCC will form an integral and important part of Ireland's public transport network, the NTA requires that the CCC is located on the island of Ireland. This is to: • facilitate its integration into the overall Irish public transport network; • ensure the required level of communication, co-operation and co-ordination with the other stakehold
Timeline
Published Date :
Deadline :
Contract Start :
Contract End :
Tender Regions
CPV Codes
72253000 - Help-desk and support services
79500000 - Office-support services
79510000 - Telephone-answering services
64216000 - Electronic message and information services
64214200 - Telephone switchboard services
79512000 - Call centre
72300000 - Data services
64200000 - Telecommunications services
64210000 - Telephone and data transmission services
75130000 - Supporting services for the government
48900000 - Miscellaneous software package and computer systems
79342320 - Customer-care services
72212333 - Contact management software development services
79342300 - Customer services
72421000 - Internet or intranet client application development services
79511000 - Telephone operator services
72253100 - Help-desk services
64220000 - Telecommunication services except telephone and data transmission services
48333000 - Contact management software package
Keywords
customer care
CRM calls
issue resolution
client support
call routing
phone support
web GUI coding
telephony relay
office logistics
data services
client relations
customer support
service recovery
call answering
PBX handling
message taking
service desk
after-sales care
inbound call routing
public sector logistics
inbound/outbound calls
information retrieval
relationship tagging
customer support panels
24/7 user assistance
customer interaction
telephony operator
interaction history tool
call transfer services
data asset handling
multi-channel support
IP telephony provision
enterprise data link
internet trunk service
switchboard services
client database manager
office assistance
helpdesk call centre
address book syncing
telecom backbone service
call center interface
HTML5 app interfaces
receptionist answering
filing and archiving
integrated IT solution
data messaging provision
email integration tool
fixed-line voice service
service request handling
customer-care services
info broadcast service
interactive client tools
care coordination
telecom relay service
live operator system
turnkey IT system
live chat help modules
data circuit leasing
relationship maintenance
interagency coordination
message platform support
internal call routing
receptionist services
info service delivery
group segmentation tools
info-tech data support
info gateway service
clerical services
administrative support
incoming call handling
help desk services
VoIP connection service
civic support programs
call routing control
institutional assistance
call handling services
call queue management
leased line service
digital message transfer
database solutions
telemarketing operations
address book software
IT data solutions
mixed-license software
multi-tier helpdesk
operator-managed calls
bespoke systems package
office support services
activity reminders
proactive support
switchboard operations
consumer assistance
lead tracking system
message dispatch network
call center answering
JavaScript-based modules
user support ticketing
adaptive web app clients
call logging tools
electronic data exchange
call screening services
call centre services
phone shift operations
incident logging system
telecom traffic routing
import/export contacts
remote IT support
account management
CRM light interface
PBX console service
contact privacy settings
service follow-up
hotline management
telecom backend service
CRM contact modules
after-sales support
business internet access
component-based design
contact tagging engine
customer services
operator panel management
infrastructure network provisioning
telecom carrier operations
wireless signal transmission
notification service system
technical troubleshooting interface
telephone-answering services
issue resolution scripting
multi-purpose software toolkit
data transmission service
telecom network operations
electronic records management
multi-channel contact preferences
manual telephone assistance
point-to-point data transfer
structured data operations
responsive client frameworks
telecom infrastructure management
broadband connectivity service
browser interface programming
broadband telephone service
interaction history logging
customer contact management
telephone exchange handling
network voice/data service
help interface development
support team coordination
state process facilitation
government infrastructure support
telephone operator services
digital telephony provision
service provider network operations
technical support channels
communication infrastructure support
duplicate detection logic
enterprise data workflows
multilingual help features
voice/data-excluded telecom service
document handling services
regulatory implementation support
corporate voice-data link
contract-based software set
network signal facilitation
issue resolution workflow
government workflow services
cross-platform system bundle
administrative aid services
real-time user assistance
UX/UI front-end implementation
administrative resource provision
service experience management
message processing service
digital information services
relationship mapping software
telecom switchboard platform
vendor-neutral software pack
intranet user interface scripting
contact centre operations
duplicate detection module
administrative coordination
contact import/export utility
carrier network management
diverse application suite
business switchboard operation
voice communication provision
software bundle installer
office management support
Workflows
Status :
Procedure :
Suitable for SME :
Nationwide :
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Details
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Buyer Information
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