Contact Centre Software as a Service
Tender ID: 532400
Tender Details
Tender Description
NTU is seeking to procure Contact Centre Software as a Service for each of the 10 WSEs that will natively integrate with Salesforce Contact Centre via Service Cloud Voice (SCV).
The Contact Centre Software will process all voice calls and manage queues and routing for voice, chat and email before presenting them in Salesforce to the appropriate available Call Centre Agent.
The functionalities of the Contact Centre Software as a Service must include the core features:
- IVR
- Callbacks
- Call recording
- Call transcription
- Call transfer
- Omni Channel Queue Management (Voice, Chat and Email) and skills-based routing
- Agent monitoring
- Omni Channel Reporting / Real-time performance dashboards
- Workforce Management
- Full integration with Salesforce Contact Centre via Service Cloud Voice (SCV)
Additional outcomes include:
- The Contact Centre as a Service can be implemented and be available ahead of January 2024 and rolled out over the remaining 24 months as each of the WSEs come online.
- Each WSE will have their own individual contract, initially under NTU then novated to the WSE as it goes live.
- Establishment of Contact Centre Software as a Service is subject to “offramps” which allow the NTU to exit the agreements in the case of circumstances of change such as a change of government or Reform change.
- Any volume-based pricing reflects the cumulative volumes of all 10 WSEs and the same unit price will apply in each contract regardless of the WSE’s individual volume.
The supplier briefing is on 1 August at 12:30 pm. Please email NTUdigitalprocurement@dia.govt.nz to register.
Location
Similar Tenders
Active opportunities matching this tender's categories and regions.