Provision of Contact Centre Replacement Solution

Tender description

SCOPE Translink (Comprising of Citybus Ltd, Northern Ireland Railways Co Ltd and Ulsterbus Ltd) and including Northern Ireland Transport Holding Company (NITHC) are seeking to appoint a supplier / suppliers to provide a Contact Centre system replacement. Translink / NITHC wish to upgrade call management (call handling, logging, recording and reporting) within the Translink contact centre to address obsolescence and to improve value for money from their existing Contact Centre infrastructure. To support this, the following objectives for this project have been identified: • To ensure business continuity, in respect of Contact Centre call management, is not compromised; • To maintain and enhance service delivery levels in the Contact Centre; • To deliver and maintain NITHC/Translink Passenger Charter standards; • To provide elasticity of service provision in times of high demand. Background There is a requirement to upgrade call management (call handling, logging, recording and reporting) within the Translink contact centre due to obsolescence of equipment and a requirement to improve service. Please access the PQQ (Pre-Qualification Questionnaire for further details)