Software package and information systems

Tender description

The council through this market testing exercise is looking to gain a better understand of alternative solution available in the market for Automatic Call Distribution, Interactive Voice Response Solution and Workforce Management Solution for the Council's Call Centre. The purpose of the market testing exercise is to gain a better understanding of what solutions are available in the market that could provide a viable alternative to the council's current online portal and to support the Council in developing a specification. The questionnaire lists a range of Council services and transaction types, some of which are available through Birmingham's existing online portal. Some of these are currently integrated with back office systems and others are not For information purposes, the main systems used within the council are: — CISCO Automatic Call Distribution — VERINT Work Force Manager. The council through this market testing exercise is looking to gain a better understand of alternative solution available in the market for Automatic Call Distribution, Interactive Voice Response Solution and Workforce Management Solution for the Council's Call Centre. The purpose of the market testing exercise is to gain a better understanding of what solutions are available in the market that could provide a viable alternative to the council's current online portal and to support the Council in developing a specification. The questionnaire lists a range of Council services and transaction types, some of which are available through Birmingham's existing online portal. Some of these are currently integrated with back office systems and others are not For information purposes, the main systems used within the council are: — CISCO Automatic Call Distribution. — VERINT Work Force Manager.