Customer Care for the Future

Tender description

Transport for Greater Manchester (TfGM) is undertaking a market engagement exercise to inform the development and procurement of a Customer Care of the Future (CCotF) solution. TfGM is seeking to modernise its customer contact capabilities through the implementation of a cloud-based, omnichannel customer contact platform, which may include Contact Centre as a Service (CCaaS) capabilities and an integrated Customer Relationship Management (CRM) solution, or the ability to effectively integrate with existing and future CRM platforms. The future solution is expected to: • Enable end-to-end customer journey management across multiple channels • Integrate effectively with TfGM’s line-of-business systems and third-party operator environments • Support a scalable and adaptable service model TfGM is particularly interested in solutions that demonstrate mature, production-ready AI capabilities available today, including: • Intelligent routing and triage • Virtual assistants and chatbots • Agent assist and real-time guidance • Automation of repeatable customer interactions This engagement is intended to: • Validate TfGM’s proposed direction and scope • Understand the capability, maturity, and flexibility of the market • Inform procurement strategy, solution design, and commercial approach Keywords: Contact