RFT - Supply, Implementation and Support of a Contact Centre Technology Solution
Tender ID: 319597
Tender Details
Tender Description
TasWater invites tenders from suitably experienced and qualified parties for the supply, implementation and support of a Contact Centre software solution that meets TasWater's requirements, as specified in this RFT.
In July 2009 when the three regional water corporations opened for business, a Telstra hosted Web Contact Centre (WebCC) platform was selected as the contact centre technology solution. Ongoing difficulties with this mainland hosted solution, resulted in a 2011 decision to transition the three contact centre solutions on a Mitel Platform.
When TasWater was formed in July 2013 the Customer Service Centre (CSC) continued to use the internally hosted solution on the Mitel Platform. The Mitel platform became de-supported in June 2014 and, due to time constraints and having just consolidated to TasWater and one state-wide Contact Centre, a decision was made to move back to Telstra's hosted Web Contact Centre (WebCC).
Telstra has now advised end of life for WebCC in June 2018. This together with changing Contact Centre business needs, exposes TasWater to an unacceptable level of risk with the potential to significantly impact numerous operational and customer functions.
Location
Similar Tenders
Active opportunities matching this tender's categories and regions.