Contact management software package

Tender description

The scope of this project is to support the analysis, design, procurement and implementation of a Strategic Customer Contact Platform. This notice is currently for information only. A Request for Information (RFI stage) will follow shortly and documentation for the RFI stage will be able to be downloaded from the 11.1.2019. The actual procurement process is anticipated to start on 18.2.2019. Expressions of interest can be made at: https://procontract.due-north.com/Advert?advertId=8b715b8d-d802-e911-80f0-005056b64545&fromAdvertEvent=True The scope of this project is to support the analysis, design, procurement and implementation of a Strategic Customer Contact Platform consisting at minimum of: Voice automation solutions for specifically identified use cases to drive specific benefits, with any supporting back office integrations necessary to make them work. Integration with the Digital Platform and CRM that may offer additional benefits/functionality around digital principles (e.g. single view of the customer, cross-channel management information from a single source) Integration with the Digital Platform and CRM to implement customer service efficiencies both within contact centres and the wider business (e.g. screen pops against customer records in CRM) New contact channels such as Web chat, private/direct Social media messaging (e,g Facebook Messenger and WhatsApp). Bot solutions for specifically identified use cases to drive specific benefits, with any supporting back office integrations necessary to make them work.