Published Date: 7 June 2019
Tender Status: complete
Tender Opening Date: n/a
Tender Closing Date: 26 February 2019
Award Date: 1 April 2019
Contract Start Date: 23 April 2019
Contract End Date: 22 July 2022
Contract is suitable for SMEs: Yes
Contract is suitable for VCSEs: No
Official Journal of the European Union (OJEU) Contract Type: Services
Provision of a Modern Communications Service will deliver a suite of services designed to:
• Transform customer communications (contact centre solution).
• Transform colleague communications (enterprise communications).
• Service support and contract management.
The Modern Communications Service will be a cloud based solution that enables L&Q to fully utilise all reasonable channels of communication (including but not limited to telephony, chat, SMS, social media platforms, dynamic webforms).
Expected benefits include:
• Realtime communication with location independence
• Enterprise voice capabilities for the existing L&Q instance of MS Teams
• Faster response times to customers
• Less repeat information (from customers)
• 100% availability of customer contact information (e.g. last contact time & date)
• Shift to more proactive contact with customers
• Ability to review how customers feel about L&Q, and why (as the solution is integrated with the D365 CRM solution and enables L&Q to use MS cognitive services and Power BI for real time reporting)
The new Modern Communications Platform will be cloud based and enable L&Q Group to bring together contact from all channels (telephony, SMS, social media platforms, webchat, skype, dynamic webforms) in a modern, seamless way. The customer should never have to repeat themselves and L&Q should be able to respond quickly, shift to more proactive contact, always know the last time the customer contacted, why and how they feel about L&Q (as the solution is integrated with the D365 CRM solution and enables us to use MS cognitive services and Power BI to have real time reporting)
Contact name: Danny Carragher
Address: 29-35 West Ham Lane
LONDON
E154PH
England
Telephone: 0300 456 9998
Fax: n/a
Email: [email protected]
Price Range: n/a
