See II.2.4).
Following the takeover of the ORES contact center activities by its subsidiary Comnexio, Comnexio must decommission the current solution provided by N-Allo and therefore wishes to implement its own omnichannel contact center solution, and ORES wishes that its Back offices (BO) can use the same solution in order to continue the interactions initiated by the Front office (FO) of Comnexio, but on a limited number of channels.
This contact center solution should:
- recreate the application ecosystem currently used, that is to say, take over the main functionalities of the current interactive intelligence solution (from Genesys), of the Work force management tool (WFM) and of the ancillary applications provided by N-Allo;
- integrate new constraints and functionalities (SaaS mode, for example);
- be used by Comnexio, as a “Front office”, to serve ORES customers;
- be used by ORES, for its Back offices, or act as a gateway to a call center solution specific to back offices;
- enable Comnexio to develop its activity and offer the same type of services to other companies, thanks to a ready multiclient solution;
- make it possible to adapt to the evolution of the market in terms of channels and customer experience for the years to come.
The planned duration of this contract is five years, renewable for a first period of two years, and then for a second