Buyer Name: Dundee City Council
Buyer Address: Dundee City Council, Procurement, Dundee House, Floor 4, 50 North Lindsay Street, DUNDEE, UKM71, DD1 1NZ, United Kingdom
Contact Name: Claire Petrie
Contact Email: claire.petrie@dundeecity.gov.uk
Contact Telephone: +44 1382433417
Implementation of Omnichannel Services
No linked documents found for this notice.
Lot Description: The Council wishes to seek proposals from prospective marketplace suppliers to assist in the implementation of Omnichannel facilities for Dundee City Council. The preferred supplier or suppliers will be called upon to provide various levels of assistance. The initial scope of the project being to establish the omnichannel facilities in Customer Services processes. With the solution allowing flexibility to expand into further Service areas as required. The Council is seeking to significantly increase the volume of requests and transactions handled by a combination of automated chatbot facilities and webchat Additionally the Council wishes to consider a resolution of a high volume of calls through conversational automated intelligence. The outcome of this will see a reduction in enquiries handled by Council staff and the ability of Council staff to manage multiple threaded queries.
Lot 1 Status: cancelled
Lot 1 Has Options: Yes
Lot 1 Options: Option to extend for 2 further years
Lot 1 Award Criterion (quality): ChatBot/WebChat Requirements
Lot 1 Award Criterion (quality): Conversational Automated Intelligence Requirements
Lot 1 Award Criterion (quality): Technical Requirements
Lot 1 Award Criterion (quality): Out of the Box Capability
Lot 1 Award Criterion (quality): Account Management and Support
Lot 1 Award Criterion (quality): Community Benefits
Lot 1 Award Criterion (quality): Fair Work First
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"description": "The Council wishes to seek proposals from prospective marketplace suppliers to assist in the implementation of Omnichannel facilities for Dundee City Council.\nThe preferred supplier or suppliers will be called upon to provide various levels of assistance.\nThe initial scope of the project being to establish the omnichannel facilities in Customer Services processes. With the solution allowing flexibility to expand into further Service areas as required.\nThe Council is seeking to significantly increase the volume of requests and transactions handled by a combination of automated chatbot facilities and webchat Additionally the Council wishes to consider a resolution of a high volume of calls through conversational automated intelligence.\nThe outcome of this will see a reduction in enquiries handled by Council staff and the ability of Council staff to manage multiple threaded queries.",
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"status": "complete",
"title": "TENDER FOR THE IMPLEMENTATION OF OMNICHANNEL SERVICES"
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}