Request for Tenders for the provision of a Cloud-based Customer Service Solution under a Single Party Framework Agreement

Tender description

The Department for Justice is engaging in this procurement process for the supply of a cloud based customer service solution for the Department of Justice and its Agencies. The system would comprise • The implementation of a Digital Customer Contact Centre including a virtual call centre and associated call tracking system to manage conversations across channels, including voice. • Real-time online conversation assistance using a Chatbot. • An appointments booking system • Self-service system for customers to interact with the services. While the services required may over time include multiple department divisions and agencies, the initial contract relates to the provision of a solution for the Immigration Service Delivery (ISD).