The object of this tender is the supply of multi-channel contact center solutions and services aimed at selling tickets and providing information and assistance before and after sales.
The "operator service" and the implementation and management of the contact platform to support the contact center service are the subject of the contract.
The object of this tender is the supply of multi-channel contact center solutions and services aimed at selling tickets and providing information and assistance before and after sales.
The "operator service" and the implementation and management of the contact platform to support the contact center service are the subject of the contract.
The solutions made available by the supplier must enable the creation of the new service model, in line with the strategic objectives of efficiency, quality and innovation and through an evolution of the customer-operator relationship with the introduction of automation tools and advanced contact platforms , able to manage personalized relationships with different customer clusters and to differentiate the service also on a geographical, specifically regional basis.
As part of the "operator services", the supplier must manage at least the following services:
- inbound call service (online service provided by contact center operators for the management of incoming telephone contacts),
- outbound call service (online service provided by contact center operators for the management of outgoing telephone contacts: ordinary outbound traffic, linked to the management of contacts with the customer for the purpose of resolving inbound / caring requests and outbound traffic for promotional purposes, for the promotion of specific campaigns for the end customer),
- call me back service (called back by contact center operators following a booking by the customer) / call me now service (immediate call back by contact center operators),
- chat service (chat service with operator that can be activated through a special icon on the online assistance page of the Trenitalia website),
- back office service (the back office service includes the processing of off-line practices, such as purchasing assistance, loyalty program assistance, request for recovery of invoices and points, complaints ...),
- social service (management of messages from the social channels Facebook, Twitter and Instagram ...).
In conjunction with the management of the contact platform, the preparation and implementation of digital and innovative solutions ("evolutionary project") is required, which will be implemented through the use or evolution of its own contact platform, which guarantee the realization of the new service model, with activation times not exceeding 15 months from the date of delivery of the service.