Modern Contact Centre
- Published
- 23 April 2024
- Place of performance
- UKH
- Procedure
- Restricted procedure
- Lots
- 1
- Notice number
- 013141-2024
- Reference
- ocds-h6vhtk-03d4d8
- Official source
- Official source
Description
Anglian Water Services Ltd ("Anglian Water") is currently reviewing options for the future delivery of a Modern Contact Centre (MCC). Anglian Water is looking to procure a Contact Centre as a Service solution to replace the current on-prem contact centre telephony platform. The Contact Centre solution should have the capability of providing a personalised experience to customers by executing inbound, as well as outbound, communication across a variety of channels. Anglian Water are looking for interested parties to present their available product options in regards to the provision of a Modern Contact Centre. Our Contact Centre serves as the primary hub for incoming and outgoing communications between our company and customers, and is currently spread across multiple physical locations, including Enterprise House in Lincoln, Henderson House in Huntingdon, and Hartlepool. Over 400 agents are responsible for handling a wide range of customer inquiries and issues related to billing, home moves, and operational matters. The current technology landscape is complex and difficult to navigate, resulting in a lack of actionable insights and operational management. We want to reduce our supp…
Official publications
- FTS · 013141-2024 · 23 April 2024
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Frequently asked questions
- Who is the buyer of this tender?
- The contracting authority is ANGLIAN WATER SERVICES LIMITED (United Kingdom).
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