VOIP Omnichannel Telecommunications System

Manylion y contract

---

ID:

138367

OCID:

ocds-kuma6s-132618

Math o gontract:

Cyflenwi

Math o weithdrefn:

Agored

Hysbysiad dyfarnu contract cyf:

JAN464597

Cyf mewnol:

Portal Ref: 138367

Cysylltwch â'r Catergory:

C - contract lleol ar ran un prynwr sy'n contractio yn unig.

Prynwr:

Wales Millennium Centre

Cod CPV cynradd:

N/a

Cod (au) CPV ychwanegol:

A yw'n fframwaith:

Nac Ydi

Cynllun lleihau carbon:

Dewisiadau:

Disgrifiad:

Wales Millennium Centre is going through an exciting digital transformation with changes planned that will improve the way the Centre operates and the services it provides. We are looking to implement a new omnichannel telecommunication system that should cover VOIP phone calls, email, webchat, and social media channels as a minimum. This should all be viewable in a single pane of glass for contact centre staff and there should be a strong BI/analytics dashboarding capability available to the supervisors and reporting capability for senior management. Standard back-office users of the system should be able to benefit from the usual phone features but also the ability to work in an agile manner and not be tied to their desk phone. The system must be cloud based (we currently run 9 Virtual Servers to handle our current legacy on-premise phone system) and must be a true omnichannel solution that can address the inefficiencies the contact centre in particular experience by trying to manage multiple disparate solutions. The intention is to engage with a strategic partner for an initial period of 3 years.

Tîm Prynu:

N/a

---

Dyddiadau'r contract

---

Dyddiad a ddyfarnwyd:

15 Medi 2023

Dyddiad cychwyn:

15 Medi 2023

Dyddiad gorffen:

15 Medi 2026

---

Estyniadau contract

---

Dyddiad gorffen contract estynedig:

-

Opsiynau estyniad Max ar gael:

12 (misoedd)

---

Gwybodaeth ychwanegol

---

Gwybodaeth ychwanegol:

---

Manylion cyswllt

---

Enw'r contract:

Helen John

E-bost contract:

N/a

---