Contact Centre Omni Channel Telephony

Ausschreibungsinformationen

UK FTS

Birmingham, Vereinigtes Königreich

Art: services (planning)
Verfahren: Competitive flexible procedure
Referenznummer: 065814-2026
CPV: 64214200 Telephone switchboard services

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

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