Software package and information systems

Tender description

Provision of system integration and delivery of a comprehensive Customer Contact Management solution (CCM). The CCM solution shall be fully integrated to the Customers' systems infrastructure and based upon cloud technology, Software as a Service (SaaS) and Platform as a Service (PaaS) technology. Requirement that the CCM system shall be based upon a Commercial of the Shelf (COTS) solution thereby minimising any customisation. The Supplier will provide design, configuration, integration, installation, test, maintain and support the solution for up to five (5) years. Provision of system integration and delivery of a comprehensive Customer Contact Management solution (CCM). The Supplier will provide design, configuration, integration, installation, test, maintain and support the solution for up to five (5) years. The requirements involve the provision of a Customer Contact Management (CCM) system and platform based within the cloud. The system will include the following key features (Note: All features may not be adopted immediately): Universal Queue Multichannel Self Service Telephony Email Chat functionality Web Call-back Social Media (Twitter & Facebook) SMS Wallboards Enhanced Reporting capabilities CRM integration via API's PCI DSS Call Recording Operator Console (Switchboard) Provide a Universal Agent queue for all media Provide an overall enhanced customer experience, increased satisfaction Replacement of the existing End of Life Avaya telephony platform that provides current Automatic Call Distribution for the business A solution that has a clear defined product roadmap A Skype for Business certified Customer Contact Management solution to allow inter-system operability A pay as you use service, turn features on/off as required Enable a mobile workforce Provide an intuitive end user desktop display which will allow drag and drop of routine tasks Enhanced Reporting capabilities Description of the requirements including specified functional / non-functional requirements is available with the published procurement documents.