Contact Management
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.
Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service.
Guinness wishes to understand the capabilities of partners to provide CCaaS services to include but not be limited to the below aspects: • Omni channel capabilities • Multiple, segmented Contact Centre capabilities • Call and Queue Management • Agent and Customer journey and experience • Call Quality & Monitoring tools • Customer Identification and Verification features • Call Delivery, IVR, management, conferencing routing and recording • Chatbots, AI, Speech recognition, predicative dialler, webchat, gamification features • PCI process and compliance • MI Reporting • Digital signage - wallboards • Workforce Management capabilities • Integration with Microsoft Dynamics 365 CRM, MS Teams, Power BI • Cloud Hosting • UK hosted cloud data centres are preferred The SQ documents are available on https://procontract.due-north.com and the project reference is DN612881
What the supplier must deliver
Guinness is looking to replace its Customer
Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service.
Guinness wishes to understand the capabilities
Guinness wishes to understand the capabilities of partners to provide CCaaS services to include but not be limited to the below aspects:.
Integration with Microsoft Dynamics 365 CRM, MS
Integration with Microsoft Dynamics 365 CRM, MS Teams, Power BI.
Derived from the notice text — always confirm against the original documents.
Skills, tools & certifications
Detected from the notice — the capabilities and credentials this bid calls for. Click one to see who wins that work.
Make the case to bid
Reveal who to approach at The Guinness Partnership Ltd, and generate a go-to-market strategy from their news, accounts and people.
- OCID
- 2731712c-2d89-4669-ad71-5661ec02bd6a
- Stage
- contract · Contract
- Source
- Contracts Finder
- Buyer ref
- GUINPART001-DN612881-91044182
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
Who wins this kind of work
The suppliers and buyers around this opportunity — drawn from official award data. Drag to orbit; click a node to explore.
Top suppliers & buyers in Software & IT Systems
Assembling the market network…
The Guinness Partnership Ltd’s tender network
Assembling the network…