Contact Centre Technology Innovation Trial

Tender description

Transport for London (TfL) is undertaking an early market engagement exercise, by inviting potential suppliers to complete a Market Sounding Questionnaire (MSQ) for an upcoming Contact Centre Technology innovation trial. TfL is exploring how through the use of new technology, it can make improvements in the contact centre through : • Handling the increased demand coming into the contact centres • Reducing the demand coming into our contact centres • Maximising the use of current and new data to produce strategic insights on TfL customers and contact centre performance • Improve our customer's experience as well as the experience of contact centre advisors Therefore, TfL is seeking innovative solutions that can overcome some of these challenges. To receive the MSQ please email MSQinnovation@tfl.gov.uk expressing your interest with the email subject heading of Contact Centre Technology MSQ Request [include your company name]. To submit your MSQ please also email MSQinnovation@tfl.gov.uk using the subject heading Contact Centre Technology MSQ Response [include your company name]. Please can you express your interest by emailing MSQinnovation@tfl.gov.uk by close of play 4th April 2024 to be gain access to the MSQ event. The last date that MSQ submissions shall be accepted is 10th April 2024. Lot 1: TfL's Contact Centre Operations is comprised of an internal TfL contact centre and three outsourced partners. TfL is exploring how, through the use of new technologies, it can better • handle the demand coming into our contact centres? • reduce the demand coming into our contact centres? • maximise the use of current and new data to drive strategic insights? • improve our customer's experience TfL is seeking innovative solutions that can overcome some of the challenges it faces as well as which can offer the most substantial value. Suppliers will be able to inform TfL if they have solutions based on the following 5 capabilities: 1. Self-service Chatbots: A first point of contact to resolve TfL customer issues through self-serving our customers, where possible 2. Omni-channel / New Channels: A capability offering new and diverse methods of communication for TfL customers, such as WhatsApp, as well as the ability to collect and analyse data from across multiple channels 3. Agent Assist: A capability to augment and improve the contact centre advisors' ability to respond to customers as well as improve their productivity 4. Case Management: A capability that utilises automation to triage and manage cases TfL are also interested in any capabilities related to technology in contact centres that go beyond these 5 capabilities.