Contact management software development services

Tender description

English Heritage wishes to replace existing Contact Centre software for one that complies with PCI standards. The current solution lacks much of the functionality required to take the Contact Centre forward in line with the future requirements of the business and is very resource heavy. We need to include solutions such as; IVR payment allow the agent to capture the credit card information without ever seeing or hearing it, and DTMF tones that are suppressed entirely or converted to monotones so the agent cannot recognize them and so that they cannot be recorded. English Heritage needs to ensure that whatever solution is selected that it ensures PCI Compliance and includes required functionality and integration with a Workforce Management solution to free up resources. Contact Centre.