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Contact Center Customer Engagement 2020 / 168

Details

Tender Closed
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  [?]
Categories :
  • 43000000 - Information Technology Broadcasting and Telecommunications
Regions:
  • International
Exemption Reason : None
Required Pre-qualifications : None
Contact : KiwiRail Tender Manager
tenders@kiwirail.co.nz
Alternate Physical Delivery Address  :
Alternate Physical Fax Number  :
Overview

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