Supplier log in
Contact Centre Software as a Service
Details
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Tender Closed
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| RFx ID : | 27733294 |
| Tender Name : | Contact Centre Software as a Service |
| Reference # : | DIA/2023/CSOT009 |
| Open Date : | Tuesday, 25 July 2023 1:00 PM (Pacific/Auckland UTC+12:00) |
| Close Date : | Monday, 21 August 2023 12:00 PM (Pacific/Auckland UTC+12:00) |
| Tender Type : | Request for Proposals (RFP) |
| Tender Coverage : | Sole Agency [?] |
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| Exemption Reason : | None |
| Required Pre-qualifications : | None |
| Contact : |
Ray Brownhill NTUdigitalprocurement@dia.govt.nz |
| Alternate Physical Delivery Address : | NTUDigitalProcurement@dia.govt.nz |
| Alternate Physical Fax Number : | |
| Agency Address : | |
NTU is seeking to procure Contact Centre Software as a Service for each of the 10 WSEs that will natively integrate with Salesforce Contact Centre via Service Cloud Voice (SCV).
The Contact Centre Software will process all voice calls and manage queue’s and routing for voice, chat and email before presenting them in Salesforce to the appropriate available Call Centre Agent.
The functionalities of the Contact Centre Software as a Service must include the core features of:
- IVR
- Call backs
- Call recording
- Call transcription
- Call transfer
- Omni Channel Queue Management (Voice, Chat and Email) and skills based routing
- Agent monitoring
- Omni Channel Reporting / Real time performance dashboards
- Workforce Management
- Full integration with Salesforce Contact Centre via Service Cloud Voice (SCV)
Additional outcomes include:
- The Contact Centre as a Service can be implemented and be available ahead of January 2024 and rolled out over the remaining 24 months as each of the WSEs come online.
- Each WSE will have their own individual contract, initially under NTU then novated to the WSE as it goes live.
- Establishment of Contact Centre Software as a Service is subject to “offramps” which allow the NTU to exit the agreements in the case of circumstances of change such as a change of government or Reform change.
- Any volume-based pricing reflects the cumulative volumes of all 10 WSEs and the same unit price will apply in each contract regardless of the WSE’s individual volume.
The supplier briefing is on 1 August at 12:30pm. Please email NTUdigitalprocurement@dia.govt.nz to register.
No Winner Due to the closure of the programme this contract was not awarded.
