Contact Management Centre

Tender description

As part of the IT Cloud based Strategy TGP are exploring a new framework to replace the current Anywhere 365 Contact Centre (A365) set up to a cloud-based Contact Centre as a Service solution (CCaaS) offering a unified communication service and technology stack, considering all the products and services that help operate the contact centre currently from the telephony, infrastructure, and software. This procurement seeks to engage with providers with exemplary experience within the Contact Management Centre arena that includes assisting organisations through Contact Centre as a Service solution (CCaaS) within the Social Housing sector, or equivalent organisation (of a comparable size, scale, and complexity in terms of geographical footprint, services, regulation and customer demographics). Lot 1: Phase 1 • For approx. 400 contact centre colleagues • New unified cloud-based solution can establish interconnectivity eliminating siloed use of applications, • digitalising workflows, workforce optimisation and improving both the customer/agent experience, • creating a more customer centric and empathetic journey using advances in areas such as software, AI, Interactive Voice Responses, Virtual Agent Assistants and Chat Bots which play a profound role understanding and assessing a customers needs • Improving Self Service options, optimising the verification processes • innovative ways to handle ‘call overflow’ through careful management and consideration is • Better call quality Management • Optimising inbound / outbound calls with intelligent call routing and a blended workforce • New and improved ways of gathering data for intelligent real-time reporting • Integrations into All Pay depending on decision around renewal in Feb 2023 • Dynamics 365 Online is key to enable all customer contact to be recorded, tracked and managed within CRM ideally providing a 365 degree view of all omni channels • Dynamic 365 expertise to be provided as part of the project • Seamless connected channels of communication • A singular Managed Service where continuous improvement is shared between both parties Phase 2 • Decommission Skype For Business and transition to a full MS Teams model for the remaining 2000 staff across the organisation. This could be done before the implementation of the contact centre this doesn’t include upgrading video conferencing capabilities as these will be looked at as part of a separate project • Decommission of all current technology stack: Verint, Wallboards, Daisy, Live Person and A365 • Phase 2 doesn’t include integration with Zoho or any other CRM legacy systems