Communication and multimedia software package

Tender description

V2C are seeking to implement a contact management system that will allow them to manage inbound and outbound contacts across a variety of channels using a unified, integrated mechanism. We are seeking a solution that will allow V2C to manage inbound and outbound customer contacts across a variety of channels such as (but not only) phone, email, social media and instant messaging. The solution will be capable of handling a number of concurrent contacts (across channels) presenting them to contact team agents using a clear, easy to understand interface. Inbound contacts (from all sources) should be able to be directed autonomously (such as text recognition) or by customer selection to an agent with appropriate skill sets. A capability to maintain a single contact across a variety of channels should be included, for example a webchat should be transferable to an email while still remaining (and logged for MI purposes) as a single contact. Skill sets will vary from agent to agent, so the solution will need to be able to manage contact volumes and types appropriately and ensure that the customer reaches an agent with to ability to resolve their contact. Supervisors will need to be able to vary these routings as the business needs dictate. The system will be able to manage outbound contacts (again using a variety of mechanisms) equally well, and will include facilities for automation or individually managed contacts. Again, a high degree of control for supervisors will be necessary. Management of queues with a variety of treatment strategies available (queue position notification, option to call customers back and auto connect agent to customer after dialling, leave a message for an agent to pick up, etc.). Management information will be available in a variety of forms, suitable for the day to day management of contacts and to allow a more strategic view to be obtained. The interface used to extract data should be easy to use and appropriate for the business’ needs. The solution will need to integrate with V2C’s MS Dynamics CRM solution, with the ability to read and write data as necessary, for example to identify inbound contacts based of existing contact data. V2C are seeking to implement the solution during FY 2018-19