Prior Information Notice for the provision of a contact centre as a service
Department of Social Protection_349
Prior notice.
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Amounts and figures
Description
The purpose of this Prior Information Notice (PIN) is to inform the market of the Department of Social Protection (‘DSP’) proposed upcoming procurement competition in respect of the “Services” i.e. the provision of a Contact Centre as a Service and affiliate functionality to allow DSP to modernise its contact centre offerings, supporting staff to improve customer experience. The ‘Services‘ comprise: The replacement of the existing on premise voice contact centre with a Cloud based solution to facilitate improved customer and staff experience by: • Improving personalisation of service with a 360 customer contact view • Providing information more efficiently to customer service agents to deliver best response • Improving data insight on customer interactions to inform and improve service levels • Providing additional channels for customer contact, including web chat, live agent chat and online enquiry forms integrated into the existing digital platform of DSP • Extending the contact centre to staff in public offices dealing with customers face to face • Using AI/Natural Language Models as appropriate to support and improve processes for quality customer service delivery …
Official publications
| Medium | Reference | Date |
|---|---|---|
| TED | 00650232-2024 | 25 October 2024 |
| OJS | 209/2024 | 25 October 2024 |
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