Contact management software package

Tender description

Thirteen are required to procure a PCI DSS compliant solution that will ensure we are legal and safe in the event an external auditor carries out an audit on the estate, the envisaged solution will also allow the contact centre’s systems to absorb the impact of the failure of one or more components or a significant disturbance in its environments and to continue to provide an acceptable level of service to customers. 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.