CWC23106 - Omnichannel Solution

Wolverhampton City Council are awarding a contract following a further competition for the provision of an Omnichannel solution using Crown Commercial Services Network Services 3 framework Lot 4c: Contact Centre Services. The Omnichannel solution includes Telephone, Email, Text, Chatbot, Webchat and Social media.

Within the scope of the project are five separate Contact Centres covering, Wolverhampton City Council's Revenues and Benefits, Customer Services and the Social Care Team (a combination of Children's and Adults), Wolverhampton Homes and West Midlands Pension Fund.

The contract has been awarded for an initial period of 3 years with an option to extend for 2 + 1 + 1 years.