Quality Assurance and Speech Analytics - PP1015

Tender description

Orbit have recently transitioned to a new telephony platform, Anywhere365, (API Info) and as part of this transition have moved away from the previous Quality Management System . Quality Management is vital to our business, especially our Contact Centre and as part of this transition we are looking to implement a new solution for this purpose. We would like to enter into contract with a suitable provider who can implement an automated quality management system across all our calls, emails and live chats. The contract will be awarded for 24 months with 2x further options to extend for a further 12 months (2+1+1). Provision of the service is expected to commence April 2021. Lot 1: The previous quality management system was manually implemented. Moving to a system that is based on speech and contact monitoring, with artificial intelligence built into it, will enable greater coverage in terms of quality assurance, but also greater insight into our customers’ experience. Our requirements are as follows: -Review of existing customer contacts, system set up, quality assurance and operational approach to ensure best design of system. -Delivery of A SaaS Quality Management and Interaction analysis with initial licences for 80 users and 10 management staff, that meets identified requirements. -Standard out of the box lexicon, taxonomy and artificial intelligence foundations for Orbit to build upon. Support Orbit to do this. -Set up and implementation support. -Work with Orbit IT and partners to ensure processes and technical infrastructure for enabling access to all associated calls, emails, webchat and required metadata -Ensure/advise that the ‘to be’ design is GDPR compliant. -Assist Orbit with defining of implementation and monitoring metrics. -With assistance from Orbit, produce documentation required to support the new service(s) in BAU. -Training delivery for users and super users of the system -Ensure that existing retention policies regarding data backups remain in force.