C10891 NHSBSA Contact Centre Platform Services

The Supplier will provide the following key outcomes:

- The design build and test of a new contact centre telephony services to replace those provided by the incumbent supplier;

- The migration of contact centre telephony services, NGN's and Intelligent Network (IN) capabilities from the Incumbent Sup

- The discovery, strategic development, solution design, implementation and operation of new digital contact centre capabilities, including but not limited to NLP, virtual agent, self service automation, deflection

- The migration and implementation to be delivered without impact to the operation of End to End Services;

- Demonstrable progress in supporting NHSBSA's Modern Contact Centre transformation strategy

- The operation of the migrated contact centre telephony services

Additional information: Procured via the Crown Commercial Services RM3808 Network Services 2 Framework, Lot 13 Contact Centre Services. This contract has two 12 month options to extend, post the 4 year initial term.