The Provision of Contact Centre Communications Software
WALES & WEST UTILITIES LIMITED · United Kingdom
Key facts
- Estimated value
- £1,250,000
- Closing date
- 24 Apr 2025
- Contract ends
- 02 Oct 2029
- Procedure
- Competitive flexible procedure
- Buyer type
- Utilities & transport
- Source
- Find a Tender
Description
Wales and West Utilities (WWU) intend to establish an agreement for the provision of Contact Centre Communication Software. The required solution shall include the following features. • Enable WWU to maintain a call centre system to satisfy its licence agreement. • Ensure teams currently using CxEngage as their primary telephony solution continue to have a contact centre software solution. • Ensure that the solution is scalable and can include additional users should more users be required, e.g., Despatch, Streetworks and Reinstatement. • Integration to existing WWU systems (SAP C/4 HANA primary interface). • Ensure that key interactive voice response (IVR) function is maintained. • Maintain all existing communication channels (true omni-channel experience for customers and agents for customer contact (call, text, email, WhatsApp). • Maintain reporting and product-market fit (PMF) capabilities. • Maintain call recording functionality. • Artificial intelligence (AI) to be part of customer contact centre solution. This tender has generated a significant amount of interest and to ensure that the market understands the requirement, the below highlights essential criteria. • Existing System without need for significant development. • Proven Interoperability with SAP C/4 HANA. • A solution that is already in use and proven to work effectively within another organisation. • Software as a Service (SaaS) solution. • Scalable to receive large volumes of calls at short notice. • Scalability to approximately 400 users / agents. Conversely, WWU deems it necessary to advise the market that certain services and types of systems would not meet our requirements. • A conceptual solution that requires development. • A platform from which to design a bespoke system.
Categories (CPV)
- 48500000 Communication and multimedia software package
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