Published Date: 6 January 2022
Tender Status: active
Tender Opening Date: 6 January 2022
Tender Closing Date: 31 January 2022
Award Date: n/a
Contract Start Date: n/a
Contract End Date: n/a
Contract is suitable for SMEs: Yes
Contract is suitable for VCSEs: No
Official Journal of the European Union (OJEU) Contract Type: Services
NOTE: This notice was updated on 06 January 2022 for the following reason: This is a correction of the closure date.(The University is looking to implement a Contact Centre as a Service (CCaaS) to enable improved multi-channel inbound and outbound contact between the University (including our partner organisation staff) and its external customers within the UK and internationally.
The aim of the CCaaS is to enhance our customer service model by improving the customer experience through more relevant, efficient and joined up, inbound and outbound communication. This practice this needs to cover at a minimum:
•Having systems and data available that enable us to anticipate customer requirements, needs and levels of demand via a reporting dashboard.
•Making it easier for new and existing customers to be able to find what they need via self-service options.
•Making it easier for new and existing customers to get in touch with us, through multiple channels.
•Enabling us to efficiently route new and existing customers to the people/resources/support they need or want.
•Enabling us to respond to new and existing customers in a quickly and efficiently, enhancing their experience throughout the process.)
Contact name: Angelique Borsboom
Address: Sutherland Building
Newcastle upon Tyne
NE1 8ST
UK
Telephone: 07429334777
Fax: n/a
Email: [email protected]
Price Range: £500,000 - £1,000,000
