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Invitation to Tender for Provision of a Digital Omni Channel Contact Centres Ref T19048

The Growth Company wishes to appoint a provider to enter into a contract for the delivery of an omni-channel cloud base contact centre to support our strategic Digital Transformation vision with the aims to improve our business performance as well as competitive edge within the market place. 

The Growth Company are looking to improve the delivery of our customer experience, aligning our service offer to today’s tech-savvy customers. The Growth Company requires a system that will support numerous interactions across multiple touch points whether this is between a customer, prospective customer, or product throughout the whole customer lifecycle. The challenge as an organisation is that all touchpoints (voice, web, email, social media and CRM integration) should have the ability to simultaneously interact using a single interaction. The lack of current integration and interactions ultimately causes a disjointed customer communication that increases repetitive information processing, disjointed communications, inefficiencies ultimately causing frustration to both customers and employees.

The aim of this project is to introduce a contact centre solution as a proof of concept to one area of the business to start with a minimum of 8 users. Ultimately, The Growth Company would like the flexibility to scale up when it so desires, potentially over 100 users and beyond. 

Duration and Budget 

The contract period will be for an initial period of 1 year plus the implementation period, with an option for two further extension periods of one year each or for one period of two years, to be exercised at the Growth Company’s sole discretion.  

The value of activity under this framework will be a maximum of £180,000 excluding VAT. 

Deadline for Receipt of Tender :  Tenders must be submitted in the required format and be returned by 13:00, Monday 11th March 2019

ITT Documents: You are required to make your ITT submission via The Growth Company In-tend e-tendering platform.   You are required to complete a basic registration as a supplier on the In-tend Supplier Platform at the following web address: https://in-tendhost.co.uk/manchestergrowthcompany/aspx/Home   

Please note that all mandatory fields (highlighted in yellow on the In-Tend Portal) must be completed in order to register your organisation. 

Once registered, you must log into the system, express your interest in the opportunity on In-Tend and automatically download the ITT documentation.  Your ITT submission will be made on the In-tend Portal.