Contact Centre – Foundations for a Customer Engagement Hub
Tender ID: 540763
Tender Details
Tender Description
Public Trusts’ current contact centre tool and associated technology is soon to reach end-of-life at the end of March 2024. This presents us with a prime opportunity to review our current capabilities which are limited and extend them with a view to provide an enhanced customer and people experience, enabled by technology.
Our customers are telling us they want to reach the right person first time without the need to repeat their message due to handovers. While our people are telling us they do not want to search multiple systems and places for information. They want to be able to see whose calling and what the last contact was, allowing them to provide the customer with a timely update that is relevant to their milestone and be in a position to ask the next best question or action the right activity.
We need a supplier who can meet the initial contact center timeline for replacement by end of March 2024. We equally are looking for a partner whose expertise shines in the Customer Relationship Management arena, with a sound handle on case management capabilities, requirements, and technology to enable the seamless interactions.
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