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DEPARTMENT OF SOCIAL PROTECTION_349 has floated a tender for Prior Information Notice for the Provision of a Contact Centre as a Service. The project location is Ireland and the tender is closing on 09 Dec 2024. The tender notice number is 650232-2024, while the TOT Ref Number is 109207975. Bidders can have further information about the Tender and can request the complete Tender document by Registering on the site.
Procurement Summary
Country : Ireland
Summary : Prior Information Notice for the Provision of a Contact Centre as a Service
Deadline : 09 Dec 2024
Other Information
Notice Type : Tender
TOT Ref.No.: 109207975
Document Ref. No. : 650232-2024
Competition : ICB
Financier : Self Financed
Purchaser Ownership : Public
Tender Value : Refer Document
Purchaser's Detail
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Login to see detailsTender Details
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...
Document Type: Prior Information Notice
Contract Type: services
Authority Type: cga
Doc Title: Prior Information Notice for the provision of a contact centre as a service
Dispatch Date: 2024-10-23
Publish Date: 2024-10-25
Submission Date: 2024-12-09
Documents
Procurement Documents for Ireland
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