Wales Millennium Centre - Web Chat System

Tender description

Wales Millennium Centre is going through an exciting digital transformation with changes planned that will improve the way the Centre operates and the services it provides. We are seeking to include live chat functionality within our website and e-commerce channel, as well as the possibility for email integration to ensure a greater overview of digital communications. This could include multiple inboxes and allow agents to switch between web-chat interactions as well as email enquiries as and when required. The online solution should enable customers to self-serve in addressing enquiries, wherever possible without the need to involve human agents. This may take the form of a dynamic FAQ page where users can type out questions to generate targeted articles and/or take the form of chat bots which respond to customer enquiries, handing over to human agents or providing prompts to contact where an enquiry has not been resolved to the user’s satisfaction. The solution should offer skills-based routing to human agents based on categorisation of enquiry, with the option for high level users to manipulate and amend these skills groups when required. For example: enquiries concerning the membership scheme automatically assigned to agents trained on memberships. All customer-facing widgets or pages should be in-keeping with the design of the existing website; ensuring cohesion of design and providing user confidence. There should be the option for customisation in-house, should this be necessary in the future. Wales Millennium Centre is a proudly bilingual organisation, committed to the Welsh Language Standards which ensure that all our services are accessible in the medium of Welsh. It is essential that at least the front-end of the solution is entirely bilingual in English and Welsh, with agent operations available to be grouped by language choice and directed to the agent with the relevant skill group. We welcome any suggestions from suppliers to develop in this area. The solution should be able to offer reporting and analysis of sales, self-service usage and agent interactions, with reports which can be easily manipulated and used for internal and external recipients. These should enable minimum tracking of enquiry volumes including: by category, handling time, individual agent performance, customer feedback on process. We are also open to options which involve inclusion and/or integration with a telephony system which enables agents to take inbound calls from within the same platform. Where telephony is included within the solution, the system must be able to queue-manage high call volumes (up to 160 p/hour) and allow for programmable IVR trees. Wales Millennium Centre welcomes any suggestions to develop and connect our systems in this area. PLEASE READ THE ATTACHED BRIEFING DOCUMENT ALSO.