Procurement opportunity: Customer Service Contact Centre Platform replacement

The City of Sydney is very happy with the level of engagement that they are getting from B Corps in their recent tenders. Here is another one they wanted us to share!

The City of Sydney invites Tenders from suitably qualified and experienced organisations for a Customer Service Contact Centre Platform that will replace the ageing incumbent system, uplift the capability to meet current business needs and transform the service capability to be aligned with the City’s strategic planning.

The tenderer will be required to provide a proposed solution that will replace all components of the Call Centre platform (i.e. voice, IVR, email, quality assurance, workforce management) with a cloud-based contact centre service (eg. Contact Centre as a Service (CCaaS)) whilst maintaining integration to Microsoft Dynamics CRM, Active Directory and to “LivePerson” or similar chat engine.

Tenderers are required to demonstrate their capacity, financial and technical capability for completing the project within the required timeframe, have had previous experience on similar sized projects and demonstrate a commitment to WHS and environmentally sound principles.

Tender documents can be obtained by registering through the e-tendering portal. If you experience difficulties accessing this website please contact the Tenderlink helpdesk on 1800 233 533. Registration for City of Sydney tenders is at no cost.

Tender detail enquiries may be addressed via the online forum accessed on the portal.

Submission deadline is typically three weeks – please refer to the etender portal for further information on submission process and deadlines.

Kindest Regards,

Michael Buchanan
People, Performance, Technology Category Manager
Procurement
City of Sydney Outlook Signature. (Michael Buchanan)-Image01\ 200x52


Telephone: +612 9246 7271
Mobile: +61 419 194 437
cityofsydney.nsw.gov.au

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