Provision of Telephony and Contact Centre Services

Descriptions

The Contracting Authority has a requirement to replace the current Telephony and Contact Centre and the scope of Services for the Procurement has been developed by the Contracting Authority and can be found in Appendix A - High-level Requirements., A Competitive Dialogue procedure will be followed for this procurement and will be conducted through the following stages:, Selection Questionnaire (SQ) Stage, Invitation to Participate in Dialogues (ITPD) Stage, Final Submission, Citizens Advice are using the Competitive Dialogue procedure because the type of solution required for the Telephony and Contact Centre services are envisaged as bespoke. Therefore, a number of elements of the service design will need to be discussed with short-listed bidders, hence the use of this procedure., The key objectives of the service are to provide platforms for advising the public that are:, Interoperable: they will be capable of connecting to our other platforms, such as our CRM solution., Flexible: we’ll be able to change them to meet the changing needs of our clients and services, Scalable: able to grow with us as an organisation, Reliable: providing the consistency we need to deliver a great service, Accessible: all of our users (staff and clients) will be able to use them, Affordable: they’ll deliver great value for money, Note that Omnichannel services such as Webchat, SMS, WhatsApp and Video may be invoked during the life of this contract, so the platform must be capable of integrating with these channels, specifically Email.