TS17003 - Supply of an Internally Hosted Contact Centre Telephony and Multi-Channel Solution with Associated Services
This is a contract result notice, not an open opportunity. Details from the official award data.
This is a large award for Software & IT Systems — above three-quarters of comparable contracts. Based on 30,286 valued Software & IT Systems tenders in our corpus.
The Council requires an internally hosted contact centre telephony and multi-channel solution that enables its contact centre to manage and respond to incoming and outgoing telephone calls and all customer interaction s regardless of channel.
Associated services include training, implementation, support and maintenance and ad hoc consultancy.
A web chat module is also required to help the Council encourage greater take-up of online services to reduce the number of enquiries and referrals made by other means (e.g.
Phone calls and e-mail, social media, text message).
The Solution needs to be agile, adaptable and easily configurable by non-IT staff.
It needs to provide multi-channel visibility and allow Contact Centre business administrators and supervisors to quickly implement operational changes.
The Solution must be resilient to ensure the continued safe delivery of complex and urgent social care calls, which are handled by Call Derbyshire 24/7/365.
The Solution must be scalable, so it can be deployed to other areas of the Council if required and be responsive to changes in demand and functionality The Council takes calls on behalf of other local authorities and.
Government bodies who will not have access to the Solution themselves.
What the supplier must deliver
Associated services include training, implementation, support
Associated services include training, implementation, support and maintenance and ad hoc consultancy.
A web chat module is also required
A web chat module is also required to help the Council encourage greater take-up of online services to reduce the number of enquiries and referrals made by other means (e.g.
The Solution needs to be agile, adaptable
The Solution needs to be agile, adaptable and easily configurable by non-IT staff.
It needs to provide multi-channel visibility
It needs to provide multi-channel visibility and allow Contact Centre business administrators and supervisors to quickly implement operational changes.
The Solution must be resilient to ensure
The Solution must be resilient to ensure the continued safe delivery of complex and urgent social care calls, which are handled by Call Derbyshire 24/7/365.
Derived from the notice text — always confirm against the original documents.
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- OCID
- 0f0f5dcb-4bac-4bdd-a192-6e7e753462bd
- Stage
- contract · Contract
- Source
- Contracts Finder
- Buyer ref
- TS17003 Award
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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