Provision of a Contact Centre as a Service

Description

Guinness is looking to replace its current Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. As a precursor to commencing a procurement process we are issuing this Prior Information Notice (PIN) as a soft market testing exercise to enable Guinness to gain a better understanding of the providers in the market and their technical capabilities. We are looking for organisations to provide us with an outline of their offering with reference to our requirements in the market engagement brief. It is not mandatory to respond and equally, information submitted will not be evaluated or count towards the future tender process. Responses to the market engagement exercise should be submitted via the address stated in I.3 of this notice by 4pm on Tuesday 22nd February. Lot 1: Guinness is looking to replace its Customer Contact Centre capabilities and contract with a partner to provide a Managed Service. CCaaS services will include but not be limited to the below aspects: • Omni channel capabilities • Multiple, segmented Contact Centre capabilities • Call and Queue Management • Agent and Customer journey and experience • Call Quality & Monitoring tools • Customer Identification and Verification features • Call Delivery, IVR, management, conferencing routing and recording • Chatbots, AI, Speech recognition, predicative dialler, webchat, gamification features • PCI process and compliance • MI Reporting • Digital signage - wallboards • Workforce Management capabilities • Integration with Microsoft Dynamics 365 CRM, MS Teams, Power BI • Cloud Hosting