Shared-business telephone network services

Tender description

TFL issues this notice to seek an expression of interest from prospective suppliers for: — Interactive Voice Response (IVR), and, — Self-serve Telephony (SST). TFL may hold a supplier day with those who have expressed an interest and would like to attend (presentation and Q&A session) to explore what options are currently available in the market, and to gain a better understanding of how the technology may have changed. TFL’s Contact Centre Operations (CCO) ultimate intention is to procure Interactive Voice Response (IVR) and telephony based self-service technology (SST). These are key pieces of the business critical technology which interact with TFL’s customers through the use of voice and a dual-tone-multi-frequency (DTMF) tones which steer customers to the appropriate option. This option includes but is not limited to, pre-recorded audio messages, pre-determined direct dial-ins (DDIs) that route to different contact centers and specific hunt groups. Some requirements: — ability to provide a level of monitoring that would flag eg. connection point with another tool was failing, — capability to independently build, configure and tweak call flows and mobile devices via a URL, — clear product roadmaps, — numerous environments to allow change management, — experience of integration with other third-party technology. eg. Avaya, Cubic, and Geomant, — IVRs and accompanying functionality that will route callers including DTMF, voice, hour nodes, switch nodes, target connection points, audio nodes and IVR menus, with traffic in excess of 6 million minutes per period, — functionality that will ensure that CCO remain Payment Card Industry (PCI) compliant when handling Contactless Payment Card (CPC) inquiries, in line with DPA and GDPR, — self-service functionality that will protect CCO from >250 hours of manual work per period, — availability of >99.5 % across technology.