DWP Digital Channels Contact Centre (DC3)
DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Intelligent Voice Routing (IVR), advisor skills-based call routing, call recording and call transcription. It will be cloud hosted and will renew integrations with existing platforms that delivery capabilities for Non-Geographic Numbers (0800 etc), Video, Payment Card Industry compliance, automated customer experience as well as integrations into Business Group CRM and call routing strategi...
Buyer
Department For Work and Pensions
Value
Not provided
Published
10 Aug 2023
Closes
25 Sept 2023
Procurement details
Source
Contracts Finder
Region
United Kingdom
Procurement method
Selective
Category
Services
Contract starts
Not provided
Contract ends
Not provided
CPV classifications
48000000
Software package and information systems
Lots
Lot default DWP Digital Channels Contact Centre (DC3)
Value not provided
DC3 will provide enhanced capabilities including softphone inbound and outbound calls, Work Force Optimisation (WFO), webchat, Intelligent Voice Routing (IVR), advisor skills-based call routing, call recording and call transcription. It will be cloud hosted and will renew integrations with existing platforms that delivery capabilities for Non-Geographic Numb...
Delivery: United Kingdom
Documents
Unlock document linkOpportunity notice on Contracts Finder
10 Aug 2023
Opportunity notice on Contracts Finder
Tender notice · Web page
The procurement documentation can be found at this link using reference "pqq_28913".
Not provided
The procurement documentation can be found at this link using reference "pqq_28913".
Bidding documents
Future opportunity notice on Contracts Finder
11 Jul 2023
Future opportunity notice on Contracts Finder
Planned procurement notice · Web page
A previous related PIN was published on 5 December 2022 titled "Contact Centre Market Engagement" stating that DWP was evaluating options for future delivery se...
Not provided
A previous related PIN was published on 5 December 2022 titled "Contact Centre Market Engagement" stating that DWP was evaluating options for future delivery services beyond the expiry of the current contract as part of a market engagement...
Market studies
A previous related PIN was published on 5 December 2022 titled "Contact Centre Market Engagement" stating that DWP was evaluating options for future delivery se...
Not provided
A previous related PIN was published on 5 December 2022 titled "Contact Centre Market Engagement" stating that DWP was evaluating options for future delivery services beyond the expiry of the current contract as part of a market engagement...
Market studies
Contains public sector information licensed under the Open Government Licence v3.0.