Published Date: 19 May 2022
Tender Status: active
Tender Opening Date: 19 May 2022
Tender Closing Date: 24 June 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
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
Contact name: n/a
Address: 30 Brock Street Regents Place
London
NW1 3FG
England
Telephone: n/a
Fax: n/a
Email: [email protected]
Price Range: £1,260,000 - £1,260,000
