Modern Communications
London & Quadrant Housing Trust · London
Key facts
- Contract value
- £1,490,381
- Awarded
- 31 Mar 2019
- Contract starts
- 22 Apr 2019
- Contract ends
- 22 Jul 2022
- Procedure
- Call-off from a framework agreement (framework)
- Buyer type
- Housing
Awarded to
| Supplier | Value |
|---|---|
| CENTIANT INTL LTD | £1,490,381 |
Description
Provision of a Modern Communications Service will deliver a suite of services designed to:
⢠Transform customer communications (contact centre solution). ⢠Transform colleague communications (enterprise communications). ⢠Service support and contract management.
The Modern Communications Service will be a cloud based solution that enables L&Q to fully utilise all reasonable channels of communication (including but not limited to telephony, chat, SMS, social media platforms, dynamic webforms).
Expected benefits include: ⢠Realtime communication with location independence ⢠Enterprise voice capabilities for the existing L&Q instance of MS Teams ⢠Faster response times to customers ⢠Less repeat information (from customers) ⢠100% availability of customer contact information (e.g. last contact time & date) ⢠Shift to more proactive contact with customers ⢠Ability to review how customers feel about L&Q, and why (as the solution is integrated with the D365 CRM solution and enables L&Q to use MS cognitive services and Power BI for real time reporting)
The new Modern Communications Platform will be cloud based and enable L&Q Group to bring together contact from all channels (telephony, SMS, social media platforms, webchat, skype, dynamic webforms) in a modern, seamless way. The customer should never have to repeat themselves and L&Q should be able to respond quickly, shift to more proactive contact, always know the last time the customer contacted, why and how they feel about L&Q (as the solution is integrated with the D365 CRM solution and enables us to use MS cognitive services and Power BI to have real time reporting)
Categories (CPV)
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