Provision of Strategic Telephony Services

Utilised CCS framework- Network Services 2-RM3808 Award published for transparency.

The Agency solution encompasses all of the features below:

New back office telephony solution (Handsets, voicemail)

Replacement of existing contact centre technologies such as WFM, Speech Analytics, telephony, digital channels and chat bots

'Drag and drop' style IVR administration for ease and speed of use

Scalable cloud solution, pay for what we use

Regular product releases and use of the latest product version

Ability to develop and administer the solution in-house

Suite of new technologies for the Agency: Digital Signage Customer Satisfaction Surveys IVR Bots Quality Monitoring Text Analytics Natural Voice IVRs

This contract has been awarded for a duration of 5 years with the option to extend for a further 1+1 year.