Telecommunications services

Tender description

Short term contract for an integrated telephony platform to cover additional demand within NCS supply chain ensuring continuity of service whilst a full open OJEU procurement is completed. The National Citizen Service (‘NCS’) was set up by the Government in 2011 to tackle some of the biggest social challenges in the UK. Through a wide range of community programmes and projects for young adults, it looks to build social cohesion, mobility and engagement. NCS have been using Salesforce for the last 5 years and have had integrated telephony platform. NCS needed to procure a solution that will cover short term additional demand whilst a full OJEU procurement is completed. You can express an interest in the procurement at https://ncs.bravosolution.co.uk/ The required outputs of this service are: Capability to be able to make phone calls and automatically log these in Salesforce. Able to record calls securely in order to review at a later date. Fully integrated PCI payment system that deals with stopping and resuming the call recording. Automatic dialing of lists stored within Salesforce. Capability to be able to dial from static lists/reports in Salesforce. Capability to be able to route to advisors based on criteria within Salesforce. Capability to be able to have context specific IVR messages based on data within Salesforce. The functionality for customers to be able to leave voice messages and to be securely stored. Reporting suite that makes use of internal Salesforce and Einstein reporting. Monitor usage, agent utilisation and workforce and provide reporting. Compatibility with workforce management systems. The ability to be able to pop the right screen within Salesforce when a call comes in. Ability to be able to create transcripts of calls for analysis. Ability to be able to define and automate customer contact strategy. Gamification and wallboards. The ability to be able to identify and present a local phone number in different regions. The solution should easily integrate within the Salesforce UI. The solution should be usable to advisors that are both experienced and inexperienced. The solution should be able to be scalable and flex and shrink with demand. Up to 1 500 users at peak and down to 500 at low periods. The solution should be highly maintainable. High uptime for contact centres that are mission critical and require high availability.