100% Secure Payments
Tender Details
- Country: United Kingdom
- Summary: Cwc22183 - Omnichannel
- GBT Ref No: 82580766
- Deadline: 08 Jun 2023
- Competition: ICB
- Financier: Self Financed
- Purchaser Ownership: Public
- Tender Value: 600000
- Notice Type: Tender
- Document Ref. No.: WOLVCITY001-DN668946-69417084
- Purchaser's Detail :
- Description :
- Title : CWC22183 - Omnichannel
Location Of Contract : West Midlands
Industry : Communication and multimedia software package - 48500000
Value Of Contract : £0 to £600,000
Description : Wolverhampton City Council are looking to procure an Omnichannel solution which must include Telephone, Email, Text, Chatbot, Webchat and Social media methods of contact.Currently, within the scope of the Omnichannel project, there are four separate departments within Wolverhampton City Council who offer a form of contact centre function. The departments are Wolverhampton Homes, West Midlands Pension Fund, Wolverhampton City Councils Revenues and Benefits and Customer Services. All of these departments handle external customer enquiries via channels including voice, email and chat.This project implementation is a key workstream for the Customer Experience Strategy which aims to streamline the customer experience, providing simple, inclusive and accessible customer centered services, which deliver value for money.Also, within the scope of this project, CWC require an Artificial Intelligence solution that will help provide citizens of Wolverhampton 24 hour access to their Council queries without human interaction, Chatbot. The solution must also include Webchat functionality, the online exchange of messages in real time between a customer and an agent. Chatbot and Webchat must integrate to Microsoft Dynamics 365 solution. The result of this ... - Documents :
Purchaser : WOLVERHAMPTON CITY COUNCIL
Civic Centre St Peters Square Wolverhampton WV1 1RL United Kingdom
Contact Person : Barry Greenwood
Email :barry.greenwood@wolverhampton.gov.uk
If you are registered member, kindly login to view full details of this tender notice:
CLICK HERE TO LOGIN
