Tender Details

Country: Ireland
Summary: Prior Information Notice for the Provision of a Contact Centre as a Service
IET Ref No: 109207975
Deadline: 09 Dec 2024
Financier: Self Financed
Purchaser Ownership: Government
Tender Value: Refer Document
Notice Type: Tender
Document Ref. No.: 650232-2024
Purchaser's Detail:
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Description:
The purpose of this Prior Information Notice (PIN) is to inform the market of the Department of Social Protection (‘DSP-) proposed upcoming procurement competition in respect of the “Services” i.e. the provision of a Contact Centre as a Service and affiliate functionality to allow DSP to modernise its contact centre offerings, supporting staff to improve customer experience. The ‘Services‘ comprise: The replacement of the existing on premise voice contact centre with a Cloud based solution to facilitate improved customer and staff experience by: •Improving personalisation of service with a 360 customer contact view •Providing information more efficiently to customer service agents to deliver best response •Improving data insight on customer interactions to inform and improve service levels •Providing additional channels for customer contact, including web chat, live agent chat and online enquiry forms integrated into the existing digital platform of DSP •Extending the contact centre to staff in public offices dealing with customers face to face •Using AI/Natural Language Models as appropriate to support and improve processes for quality customer service delivery It is required that the design and implementation of this project adopt a collaborative approach involving staff and customer engagement. Implementation is expected to be undertaken on a phased basis. DSP will issue a Request for Information in this regard and the intention is then to issue a Request for...
Documents:

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Prior Information Notice for the Provision of a Contact Centre as a Service - Ireland Tender

The DEPARTMENT OF SOCIAL PROTECTION_349, a Government sector organization in Ireland, has announced a new tender for Prior Information Notice for the Provision of a Contact Centre as a Service. This tender is published on IrelandTenders under IET Ref No: 109207975 and is categorized as a Tender. Interested and eligible suppliers are invited to participate by reviewing the tender documents and submitting their bids before the deadline on 2024-12-09.

The estimated tender value is Refer Document, and full details, including technical specifications and submission requirements, are provided in the official tender documents. Ensure all submissions meet the criteria outlined to be considered for evaluation.