Omni-Channel Contact Centre Solution

Portsmouth City Council ('the council') is inviting tenders from suitably qualified suppliers to provide omni-channel contact centre services.

The following list is a high-level description as to what the Council expects to be included.  Further information on requirements can be found within the tender documentation

• Agent Channels
• Voice
• Email
• Web Chat
• SMS
• Twitter
• FaceBook
• WhatsApp
• Viber
• TrustPilot

Capacity

• No Maximum number of calls in IVR
• No Maximum Queue Capacity
• No Maximum Number of Agents
• No Maximum Number of Licences

Agent Capabilities

• Handle any communication from one interface
• WebRTC Softphone capability
• Agent IM
• Agent Video
• CRM Screenpops
• Wrap Codes
• Corporate Directory
• Omni-Channel Contact History
• Voicemail

Supervisor Capabilities

• Same as Agent Capabilities plus:
• Listen In
• Whisper to Agent
• Barge In
• Authorise text-based communication from Agent
• Broadcast to Agents
• Monitor Agents
• View Real-Time and Historical Reports
• Threshold Alerts
• Access to Agent Recordings
• Change Agent States

Admin Capabilities

• Number and Access Point Management
• Configure Auto-Attendants
• Create Users
• Configure User functionality
• Create Extensions
• Create Agent Groups
• Create blended Queues
• Create Queue Groups
• Create Wrap Codes
• Bulk Download / Upload User profiles
• Configure ACD and Skills-Based Routing

Call Routing Configuration

• Module Can be assigned to an Admin or Supervisor User
• Drag and Drop Service Creation Tool
• Design IVR
• Omni-Channel Scripts
• Integrate with other systems to personalise journeys
• Integrate with other systems to enable self-service
• Nudge callers to alternative channels through SMS links
• Capture Data in the IVR via DTMF, Voice Rec or NLP
• String Manipulation
• Incorporate AI technologies in IVR e.g., Natural Language

Processing

• Text to Speech
• Time of Day Scheduling
• Customer Journey Tracking
• Build CSAT Surveys

Reporting

• Module Can be assigned to an Admin or Supervisor User
• Create Real-Time Reports
• Create Historical Reports
• Create Wallboards
• Display data in a variety of graphical formats e.g., Bar Chart,

Line etc

• Share Reports with other users
• Schedule Reports via FTP, SFTP and Email
• Download Reports in .CSV and PDF
• Create Threshold Alerts
• Pull data from Service Scripts

Call and Screen Recording

• Module Can be assigned to an Admin or Supervisor User
• Agent Call Recording
• Agent Screen Recording
• Bespoke Scorecards
• Automatic Recording Categorisation
• Automatic Flagging of Recordings
• Slow / speed up playback of recording with pitch equalisation
• Stereo recording (separate agent and customer voice channel)
• View and bookmark sections of the recording waveform
• Report on scored recordings
• Transcription
• Sentiment Analysis

Integrations

• API documentation for integration
• Office 365
• MS Teams
• MS Dynamics CRM
• Salesforce CRM (SFDC)
• Outlook
• Skype For Business
• Ability to integrate with others as required

Customer Relationship Management (CRM)

• Fully integrated Customer Knowledge System
• Bespoke and highly configurable fields
• 360-degree view of the customer over all channels
• Customer journey tracking
• Screenpop records on incoming communication
• Pull CKS data into routing scripts and reports
• Store transcripts and recordings

Knowledge Management

• Fully Integrated Knowledge Management Solution
• Automatic Next Best Action suggestions
• Decision Tree formatting of Data

PCI Compliant Payments

• Automated Payments configurable via a scripting tool
• Agent-assisted payments
• Level 1 PCI-DSS compliant
• Agent not exposed to sensitive card details
• Recordings not exposed to sensitive card details
• Calls can still be recorded
• Take payments from anywhere whilst retaining compliance

Data Management

• Module Can be assigned to an Admin or Supervisor User
• Import data into the contact centre
• Use imported data for reporting, routing, dialler campaigns,

etc

• View Tables
• Create Tables
• Table Views
• Create Table Views
• Table Queries

Artificial Intelligence

• Integrate best-in-breed AI technologies
• Speech Recognition
• Natural Language Processing
• Chatbot (voice, web chat, social media)
• Image recognition

Monitoring capability

• Preview, Progressive and Predictive
• Import your data into tables
• Create Table views to design campaign logic
• Create Pacing Profiles
• Create Retry Profiles
• Monitor progress of campaigns
• Schedule Campaigns
• Report on results
• Blend Inbound and Outbound activity
• Forecasting and Planning
• Schedule Management
• Adherence
• Reporting and Analysis
• Alerting

On-Demand Video

• Send an SMS / Email link to initiate video
• Upload a file / image
• Fully integrated with agent interface
• No app download required
• No Scheduling required

Call Costs

• No internal "transfer" costs
• Clear understanding of additional costs if applicable (Hidden

costs)

The procurement process followed to establish the contract will be in accordance with the Open Procedure as set out within the Public Contracts Regulations (2015).

The procurement procedure will be run in accordance with the following summary programme:

Deadline for requests for clarification 4th March 2022

Tender return deadline 21st March 2022

Evaluation period - 21st March to 22nd April (to include interviews if required)

Standstill period - from 22nd April 2022 to 2nd May 2022

Award contract - 3rd Ma…