Closed
Provision of a Next Generation Multi Channel Contact Centre Platform
Tender ID: 452431
Tender Details
Organisation:
Tender #:
-
Status:
Closed
Publish Date:
8 April 2021
Closing Date:
26 April 2021
Tender Description
This RFP aims to:
- Identify and select a mature and modern, multi-channel Contact Centre platform that can integrate into our Customer Relationship Management (CRM) and Information technology service management (ITSM) (solutions to enhance operations of our student and staff first points of contact to enable engagement over emerging digital channels in high volume environments; and
- Provide deeper insights into customers and the types of enquiries being received through the Monash Contact Centre. This is critical for ongoing knowledge management strategies and optimising operational efficiencies in the contact centres, while also delivering an improved student and staff experience in the long term.
- Deliver service that aligns with customer expectations for an improved customer experience
- Support 200 Agents across multiple business units/Call centre instances on implementation. This could expand to another 100+ additional agents with solution maturity and expansion. (Monash Connect has around 200 named Agents, with around 100 concurrent agents on the Telephony channel.)
3. Scope
- The Solution Scope includes:
- Next Generation Contact centre
- Automated Call Recording
- Speech and Voice Analytics
- Text Analytics
- Correlated Analytics and AI
- Quality Assurance
- Agent Performance Monitoring
- Integration implementation services and ongoing support.
Location
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