The Provision of Contact Centre Communications Software

The procurement contact named on the official notice.

Wales and West Utilities (WWU) intend to establish an agreement for the provision of Contact Centre Communication Software.

The required solution shall include the following features. • 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 reporting and product-market fit (PMF) capabilities. • Maintain call recording functionality. • Artificial intelligence (AI) to be part of customer contact centre solution.

This tender has generated a significant amount of interest and to ensure that the market understands the requirement, the below highlights essential criteria. • Existing System without need for significant development. • Proven Interoperability with SAP C/4 HANA. • A solution that is already in use and proven to work effectively within another organisation. • Software as a Service (SaaS) solution. • Scalable to receive large volumes of calls at short notice. • Scalability to approximately 400 users / agents.

Conversely, WWU deems it necessary to advise the market that certain services and types of systems would not meet our requirements. • A conceptual solution that requires development. • A platform from which to design a bespoke system.