Awarded

Provision Of Contact Centre Services Including Associated Software Solutions

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 :

7th Dec 2023 1 year ago

Deadline :

2nd Mar 2023 2 years ago

Contract Start :

N/A

Contract End :

N/A

Tender Regions

Keywords

address book software

client database manager

lead tracking system

interaction history tool

contact tagging engine

relationship mapping software

CRM light interface

duplicate detection module

email integration tool

contact import/export utility

software bundle installer

integrated IT solution

diverse application suite

bespoke systems package

multi-purpose software toolkit

turnkey IT system

mixed-license software

cross-platform system bundle

vendor-neutral software pack

contract-based software set :contentReference[oaicite:1]{index=1}

data transmission service

voice communication provision

telecom network operations

broadband connectivity service

telecom infrastructure management

IP telephony provision

leased line service

telecom carrier operations

network voice/data service

telecom traffic routing

fixed-line voice service

business internet access

enterprise data link

digital telephony provision

VoIP connection service

data circuit leasing

broadband telephone service

point-to-point data transfer

internet trunk service

corporate voice-data link

call routing control

operator panel management

business switchboard operation

PBX console service

call center interface

internal call routing

telephone exchange handling

live operator system

telecom switchboard platform

inbound call routing

digital message transfer

electronic data exchange

info service delivery

message platform support

info gateway service

message dispatch network

notification service system

data messaging provision

info broadcast service

message processing service

voice/data-excluded telecom service

infrastructure network provisioning

wireless signal transmission

telecom backend service

carrier network management

telecom backbone service

communication infrastructure support

service provider network operations

telecom relay service

network signal facilitation

CRM contact modules

address book syncing

interaction history logging

relationship tagging

group segmentation tools

duplicate detection logic

import/export contacts

activity reminders

multi-channel contact preferences

contact privacy settings

user support ticketing

multi-tier helpdesk

remote IT support

technical troubleshooting interface

issue resolution workflow

service request handling

24/7 user assistance

incident logging system

support team coordination

real-time user assistance

issue resolution scripting

help interface development

call logging tools

customer support panels

live chat help modules

technical support channels

multilingual help features

data services

IT data solutions

digital information services

database solutions

information retrieval

structured data operations

electronic records management

data asset handling

info-tech data support

enterprise data workflows

browser interface programming

web GUI coding

interactive client tools

HTML5 app interfaces

UX/UI front-end implementation

JavaScript-based modules

responsive client frameworks

intranet user interface scripting

component-based design

adaptive web app clients

government infrastructure support

public sector logistics

administrative aid services

interagency coordination

civic support programs

institutional assistance

regulatory implementation support

state process facilitation

government workflow services

administrative resource provision

customer services

client support

consumer assistance

helpdesk services

service desk

customer interaction

service experience management

client relations

after-sales support

customer care

customer-care services

customer support

proactive support

issue resolution

after-sales care

account management

service follow-up

care coordination

relationship maintenance

service recovery

office support services

administrative support

clerical services

office assistance

document handling services

receptionist services

office management support

filing and archiving

administrative coordination

office logistics

telephone-answering services

call answering

incoming call handling

message taking

switchboard services

receptionist answering

phone support

hotline management

call screening services

call center answering

telephone operator services

switchboard operations

call routing

telephony operator

PBX handling

manual telephone assistance

operator-managed calls

telephony relay

call transfer services

phone shift operations

call centre services

contact centre operations

inbound/outbound calls

customer contact management

call handling services

multi-channel support

telemarketing operations

helpdesk call centre

call queue management

CRM calls

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Workflows

Status :

Awarded

Assign to :

Tender Progress :

0%

Details

Notice Type :

Open opportunity

Tender Identifier :

IT-378-246-T: 2024 - 001

TenderBase ID :

310724019

Low Value :

£100K

High Value :

£1000K

Region :

North Region

Attachments :

Buyer Information

Address :

Liverpool Merseyside , Merseyside , L13 0BQ

Website :

N/A

Procurement Contact

Name :

Tina Smith

Designation :

Chief Executive Officer

Phone :

0151 252 3243

Email :

tina.smith@shared-ed.ac.uk

Possible Competitors

1 Possible Competitors