Tender Closed
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RFx ID : | 23200648 |
Tender Name : | Contact Center Customer Engagement 2020 / 168 |
Reference # : | 2020/168 |
Open Date : | Monday, 31 August 2020 9:00 AM (Pacific/Auckland UTC+12:00) |
Close Date : | Monday, 28 September 2020 9:00 AM (Pacific/Auckland UTC+13:00) |
Tender Type : | Request for Proposals (RFP) |
Tender Coverage : | Sole Agency [?] |
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Exemption Reason : | None |
Required Pre-qualifications : | None |
Contact : |
KiwiRail Tender Manager tenders@kiwirail.co.nz |
Alternate Physical Delivery Address : | |
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Agency Address : |
KiwiRail operates 3 Service Delivery Centers across New Zealand that look after both internal and external customers. These centers have approximately 140 staff that take customer contacts across 11 functional teams.
KiwiRail is now seeking an omnichannel platform that will meet both current and future customer contact needs and has the flexibility to grow with the organisation. KiwiRail is also looking to provide a more digital experience for both its staff and customers, this has been reflected within the requirements.
Priorities for the new omnichannel platform:
Modern and robust IP telephony platform with strong future roadmap
Native integration into Microsoft Dynamics and any other required data source
Omnichannel capabilities
Improved IVR and skills-based routing
Ability for staff to work from anywhere
PCI-DSS compliance, including a compliant payment solution
User friendly configuration interface
This tender has been awarded.