Customer Contact as a Service

Tender description

Norfolk County Council wishes to procure a new customer contact telephony service. Norfolk County Council currently has a managed contact centre telephony service, which is used by six service areas. Norfolk County Council IT have full admin rights to the system, which we wish to retain for our replacement system. Norfolk County Council has 160 agents in the 6 service areas. The current contract ends March 2024 but is not in support, therefore Norfolk County Council wishes to procure and migrate as soon as possible. Lot 1: Norfolk County Council wishes to procure a new customer contact telephony service. Norfolk County Council currently has a managed contact centre telephony service, which is used by six service areas. Norfolk County Council IT have full admin rights to the system, which we wish to retain for our replacement system. Norfolk County Council has 160 agents in the 6 service areas. The current contract ends March 2024 but is not in support, therefore Norfolk County Council wishes to procure and migrate as soon as possible.Norfolk County Councils top basic requirements are as follows:Basic functionality (e.g. outbound transfers, warm transfers, external conferencing, multiple outbound CLIs)Softphone - take external and internal calls from office and homeCloud based solutionAutomated call distribution and skills-based routingMenus (IVR, voice recognition)Call recordingCall queue checks (e.g. agent checks and calls in queue)Payment system integration (Pay360 and KeyIVR)Customer Experience Platform system integrationMI – real time metrics and historical reporting