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
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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
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
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
Tender Lot Details
2 Tender Lots
Workflows
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Possible Competitors
1 Possible Competitors
