Customer Contact Centre Software

Tender description

Wales West Utilities Ltd (WWU) requires a new and / or upgraded Customer Contact Centre Software. It is vitally important that WWU selects the right organisations to provide the exceptional level of performance that will be required to meet the challenges ahead. As this requirement is mandated to WWU by OfGEM, it is vital that the supplier who are awarded the contract have similar philosophies to us and understand the importance continual improvement to our ongoing business. Lot 1: The systems shall have the following attributes; Enable WWU to maintain a call centre system to satisfy its licence agreement. Ensure teams currently using CxEngage as their primary telephony solution continue to have a contact centre software solution. Ensure that the solution is scalable and can include additional users should more users be required, e.g., Despatch, Streetworks and Reinstatement. Integration to existing WWU systems (SAP C/4 HANA primary interface). Ensure that key interactive voice response (IVR) function is maintained. Maintain all existing communication channels (true omni-channel experience for customers and agents for customer contact (call, text, email, WhatsApp). Maintain real-time and historical reporting and product-market fit (PMF) capabilities. Maintain call recording functionality. Artificial intelligence (AI) to be part of the new customer contact centre solution. Additional information: WWU Procurement Department intends to undertake market engagement activities to explore the market and comprehend Customer Contact Centre Software innovation available in the market. This will include capturing information from companies to understand the range of software features and functionality that potential firms can provide. The sessions will be comprised of informal face to face market engagement sessions hosted at Wales & West Utilities Ltd, Wales & West House, Spooner Close, Celtic Springs, Newport, NP10 8FZ. Virtual sessions can be arranged upon request and the knowledge gained from all sessions shall contribute towards the approach to the tender. The sessions will be held during Week Commencing 2nd December 2024 and the market engagement sessions will offer an opportunity for WWU Representatives to explain the requirement further and obtain knowledge from participants. Appropriate Customer Contact Centre Software related businesses that wish to participate in these sessions should directly contact Peter.tune@wwutilities.co.uk to express an interest. WWU may using Achilles UVDB to publish the Qualification System Notice to advertise the tender.