Contact management software development services

Tender description

Thirteen are required to deliver a new PCI compliant telephony solution combined with a full OMNI Channel Contact Centre Solution to enhance its customer experience. The solution must provide full contact centre functionality in a single, unified platform providing Inbound, Outbound and Blended dialing, webchat, E-mail, social media and OMNI channel capabilities. Thirteen would also like to explore the possibility of speech analytics, the solution must also be fully resilient and ideally hosted, the proposed product must fully integrate with our current CRM, Orchard Housing. The Requirements Technical Requirements Fully resilient solution Ideally a hosted solution i.e. cloud but not definitive requirement A fully customisable wallboard solution that will allow full configuration, interactivity etc. Ability to work with current VOIP infrastructure, Cisco Softphone 8.6.3 Cisco Call Manager 10.0.1.10000-24 Microsoft Teams Full CTI integration with in-house housing management solution, Orchard Housing 2010A SP13 Fully integrated with current payment infrastructure, AllPay/CallPay Ability to take payments from outside the contact team scope, for example, on a mobile device. Single vendor solution i.e. single pane management Utilise latest VOIP infrastructure such as SIP Ability to function with current Freephone number Full 365 24/7 technical support which should include script changes to meet business needs, i.e. public holidays etc and specifically reference service level agreements, in relation to P1/P2/P3 incidents. Ability to utilise a call-back feature Ability to work with Office 365 for email channel communication Business Requirements True OMNI channel capability, including telephony, email, web chat Support a ‘Virtual contact centre’ aka home working Digitised Agent Quality Management solution Full contact centre reporting capability Inc. custom reports Ability to explore the possibility of voice analytics and speech recognition Ability to record all telephony calls with QM in mind including the potential for staff outside of the contact centre. Ability to easily update IVR’s Full & comprehensive training for all agents and tailored training for contact team managers. Compliance Requirements Full PCI DSS Level 1 Compliant with future legislation in mind GDPR compliance with retention tagging on recordings / emails etc.