Contact management software package

Tender description

The Council requires an Internally Hosted Multi-Channel Contact Centre Solution that enables its contact centre to manage and respond to all customer Interactions regardless of Channel. The Solution should be implemented and live (Go-Live) by 27.10.2017 at the latest. Associated services include training, implementation, support and maintenance and ad hoc consultancy. A Web Chat module is required to facilitate the increasing number of enquiries and referrals made by other means (e-mail, Social Media, text message). The Solution needs to be agile, adaptable and easily configurable by non-IT trained staff. It needs to provide multi-channel visibility and allow Contact Centre Business Administrators and Supervisors to quickly implement operational changes. The Solution must be resilient to ensure the continued safe delivery of complex and urgent social care calls which are handled by Call Derbyshire 24/7/365. The Council will takes calls on behalf of other local authorities and Government bodies who will not themselves have access to the Solution.