Contact Centre Software as a Service Procurement for Integration with Salesforce
NTU is seeking to procure Contact Centre Software as a Service for each of the 10 WSEs that will natively integrate with Salesforce Contact Centre via Service Cloud Voice (SCV). The Contact Centre Software will process all voice calls and manage queue�s and routing for voice, chat and email before presenting them in Sa…
Source ID: NZ-GETS-27733294
Scope overview
NTU is seeking to procure Contact Centre Software as a Service for each of the 10 WSEs that will natively integrate with Salesforce Contact Centre via Service Cloud Voice (SCV). The Contact Centre Software will process all voice calls and manage queue�s and routing for voice, chat and email before presenting them in Salesforce to the appropriate available Call Centre Agent.
The functionalities of the Contact Centre Software as a Service must include the core features of: - IVR - Call backs - Call recording - Call transcription - Call transfer - Omni Channel Queue Management (Voice, Chat and Email) and skills based routing - Agent monitoring - Omni Channel Reporting / Real time performance dashboards - Workforce Management - Full integration with Salesforce Contact Centre via Service Cloud Voice (SCV) Additional outcomes include: - The Contact Centre as a Service can be implemented and be available ahead of January 2024 and rolled out over the remaining 24 months as each of the WSEs come online.
- Each WSE will have their own individual contract, initially under NTU then novated to the WSE as it goes live. - Establishment of Contact Centre Software as a Service is subject to �offramps� which allow the NTU to exit the agreements in the case of circumstances of change such as a change of government or Reform change.
- Any volume-based pricing reflects the cumulative volumes of all 10 WSEs and the same unit price will apply in each contract regardless of the WSE�s individual volume. The supplier briefing is on 1 August at 12:30pm. Please email NTUdigitalprocurement@dia.govt.nz to register.
Buyer & contacts
Tags & Signals
Similar tenders
Dunedin City Council Seeks Cloud-Based Customer Contact Centre Software Replacement
The Dunedin City Council is requesting proposals to replace its current Customer Contact Centre software with a cloud-based solution. The new system must address functionality gaps, eliminate on-premise appliance requirements, and align with the council's future ICT direction. Key requirements include compatibility with existing NEC systems, Microsoft Teams Calling Support for remote work capabilities, and meeting disaster recovery and business continuity needs.
Government Procurement Tender Announcement from Panama
A public procurement tender has been announced by a government department in Panama. The tender is currently active and open for participation. The purchasing unit responsible for this procurement process is the Department of Purchases.
Early Childhood Education Services for Comprehensive Infant Care
This tender seeks providers to deliver early childhood education services within the framework of comprehensive infant care. Services must align with technical manuals, operational guides, and ICBF-established guidelines for early childhood attention. The initiative supports the national policy for integral development of children from birth onward.
Disclaimer: IndexBox Tenders does not issue, announce, or publish this tender. This information is aggregated from publicly available sources and is provided for informational purposes only. IndexBox Tenders is not affiliated with, endorsed by, or acting on behalf of the tender issuer. Users should verify all information directly with the official tender source before making any decisions or taking any action.