- Type
- services (planning)
- Ref. number
- 067251-2026
- Estimated value
- 541,667 GBP
- CPV
- 32543000
GSA requires a scalable, omni-channel contact centre telephony platform that supports inbound and outbound voice services, alongside email and SMS communication. It will also incorporate workforce management capabilities…
to enable effective forecasting, scheduling, and performance management of customer service agents.
The solution will provide a reliable and efficient contact handling environment, enabling customer service agents to manage interactions across multiple channels and teams, delivering end-to-end cust
omer contact management.
The platform will be designed with scalability in mind, allowing for future expansion into a fully omni-channel solution. This will incorporate AI-driven capabilities, automation, and chatbot functionality to improv