Posted Date : September 03,2020
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : SW-36724
Government Authority located in New Zealand based organization looking for expert vendor for contact center customer engagement platform.
[A] Budget: Looking for Proposal
[B] Scope of Service:
(1) Vendor needs to provide contact center customer engagement platform
- The current platform is based on the premise that staff will always work from the same desk and in the office. During the initial COVID-19 lockdown a work around based on the use of Jabber was implemented for 80 staff to allow them to work from home,
- 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 datasource, 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,
- Requires:
- Provision of an omnichannel cloud platform,
- Licencing for 140 users with consideration given to flexibility to number licences,
- Implementation of the platform including project delivery support,
- Training on the platform for users,
- Integration channels into relevant KiwiRail systems,
- Provision of a secure payment channel; and,
- On-going platform and user support covering the whole contract timeframe,
(2) All questions must be submitted no later than September 18, 2020.
[C] Eligibility:
Onshore (New Zealand Organization Only);
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: September 28,2020
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$
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Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : SW-36724
Government Authority located in New Zealand based organization looking for expert vendor for contact center customer engagement platform.
[A] Budget: Looking for Proposal
[B] Scope of Service:
(1) Vendor needs to provide contact center customer engagement platform
- The current platform is based on the premise that staff will always work from the same desk and in the office. During the initial COVID-19 lockdown a work around based on the use of Jabber was implemented for 80 staff to allow them to work from home,
- 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 datasource, 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,
- Requires:
- Provision of an omnichannel cloud platform,
- Licencing for 140 users with consideration given to flexibility to number licences,
- Implementation of the platform including project delivery support,
- Training on the platform for users,
- Integration channels into relevant KiwiRail systems,
- Provision of a secure payment channel; and,
- On-going platform and user support covering the whole contract timeframe,
(2) All questions must be submitted no later than September 18, 2020.
[C] Eligibility:
Onshore (New Zealand Organization Only);
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: September 28,2020
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$