Customer Relation Management software package

Tender description

The RSA invites responses to this tender for the supply and support of an integrated Query Management, Knowledge Management and VoIP Telephony Solution. The objectives are to establish the Customer Call Centre as a centre of excellence for handling queries from customers and the public, and to deliver a modern VoIP Telephony Solution for organisation-wide communications which removes the reliance on fixed line ISDN services. The solution will transform our operational processes for managing customer queries and requests for information and should cater for all existing current and future modes of queries (e.g. phone, email, social media, webchat, etc.). The scope of the tender includes implementation services to establish the Solution and ongoing support and maintenance services for the Term of the Contract. The RSA invites responses to this tender for the supply and support of an integrated Query Management, Knowledge Management and VoIP Telephony Solution. The objectives are to establish the Customer Call Centre as a centre of excellence for handling queries from customers and the public, and to deliver a modern VoIP Telephony Solution for organisation-wide communications which removes the reliance on fixed line ISDN services. The solution will transform our operational processes for managing customer queries and requests for information and should cater for all existing current and future modes of queries (e.g. phone, email, social media, webchat, etc.). The goals of this tender are to: a) deliver a Telephony Solution which will remove the reliance on fixed line service and replace with a VOIP service; b) deliver a Telephony Solution for the Customer Call Centre with enhanced functionality for providing agent screen pops, management controls and improved call recording functionalities; c) deliver a Query Management Solution which enables the recording, tracking and reporting of all customer queries regardless of contact channel; d) enable the development of ‘canned’ responses and self-serve options for high volume query types, providing consistency in service delivery; e) centralise the query management function (including all existing phone, email, postal queries and queries which may arise through future query channels) in the RSA Customer Care Centre (CCC); f) free up capacity within the various Business Units through enabling the customer to self-serve and enabling the CCC to respond to the majority of requests; g) provide a Knowledge Management Solution which delivers a central repository for knowledge and information assets held across the organisation; h) deliver an internal knowledge base where staff can create, edit and access appropriate query related content for the highest volume Frequently Asked Questions; i) through the knowledge base, enable staff to quickly answer the queries being dealt with, reducing processing time and improving quality of query responses; j) provide a repository for access to internal documentation and processes; k) provide seamless reporting across all platforms; l) deliver improved real time and historic call reporting. The scope of the tender includes Implementation Services to establish the Solution and ongoing support and maintenance services for the Term of the Contract.