Jacana Energy is seeking an implementation and support partner to provide a Modern Contact Centre technical solution to replace the current call centre system and optionally telephony hardware to support our call centre.

The tender includes the implementation of the software (and potentially telephony hardware) solution and a 5-year support contract of the system/hardware to provide support services to the customer experience team.

Essential components of this project are:

• Industry standard out-of-the-box call centre solution

• Modular system to enable upscaling/downscaling of functionality to support future business needs

• Cloud hosted, web access with voice recordings to support offsite team access

• Proven system implementation process with an established team

• Reporting capabilities on industry standard metrics

• Telephony solution

• Interactive Voice Response (IVR) system

• Email management

• Computer Telephony Interaction (CTI) capabilities for integration with billing platform

• Licensing or subscription-based model

• Integration capabilities with other third-party platforms e.g. call evaluation software

This project will deliver a Modern Contact Centre technical solution to improve the customer experience overall and provide increased workload efficiency of the call centre through workforce planning, reduced average call handling times and reporting capabilities for analytics of customer service drivers.