SSEN Distribution Contact Channel Management - Contact Centre as a Service(CCaaS)
Contract Value:
-
Notice Type:
Contract Notice
Published Date:
22 March 2024
Closing Date:
26 April 2024
Location(s):
UK UNITED KINGDOM
UKJ SOUTH EAST (ENGLAND) (UK UNITED KINGDOM)
Description:
Seeking a vendor with solutions to transform legacy contact routing platform to cloud-based CCaaS for unified customer service tooling ecosystem.
SSEN Distribution Contact Channel Management - Contact Centre as a Service(CCaaS). The Customer Service team are embarking on a transformation programme to move towards a unified service tooling ecosystem that places customers at the heart of everything we do and enables our colleagues to deliver exceptional service and customer experience. The purpose is to identify a vendor that has existing solutions, capabilities, and technologies to transform and migrate our legacy contact routing platform (Avaya & Storm) to a cloud-based Contact Centre as a Service (CCaaS) solution along with the scale and opportunity to route and manage all demand, agnostic to channel, across all SSEN Distribution Customer Service functions via a single solution.
The Customer Service team are embarking on a transformation programme to move towards a unified service tooling ecosystem that places customers at the heart of everything we do and enables our colleagues to deliver exceptional service and customer experience. The purpose is to identify a vendor that has existing solutions, capabilities, and technologies to transform and migrate our legacy contact routing platform (Avaya & Storm) to a cloud-based Contact Centre as a Service (CCaaS) solution along with the scale and opportunity to route and manage all demand, agnostic to channel, across all SSEN Distribution Customer Service functions via a single solution. Additional information: Submissions to be submitted via the Jaggaer portal, if not register see : https://sse.app.jaggaer.com/web/index.html Upon appropriate registration, please contact the event owner john.lange@sse.com to be added to the event.