Published date: 30 January 2018

Closed early engagement


Closing date: 30 April 2018

Contract summary

Industry

  • Shared-business telephone network services - 64213000

Location of contract

Any region

Procurement reference

TFL001-DN319704-08521185

Published date

30 January 2018

Closing date

30 April 2018

Contract is suitable for SMEs?

No

Contract is suitable for VCSEs?

No

Description

TFL issues this notice to seek an expression of interest from prospective suppliers for Interactive Voice Response (IVR) and Self-serve Telephony (SST).
TfL may hold a supplier day with those who have expressed an interest and would like to attend (presentation and Q&A session) to explore what options are currently available in the market, and to gain a better understanding of how the technology may have changed. TfL's Contact Centre Operations (CCO) ultimate intention is to procure Interactive Voice Response (IVR) and telephony based self-service technology (SST). These are key pieces of business critical technology which interact with TfL's customers through the use of voice and dual-tone multi-frequency (DTMF) tones which steer customers to the appropriate option.
This option includes, but is not limited to, pre-recorded audio messages, pre-determined direct dial ins (DDIs)that route to different contact centres and specific hunt groups.

More information

Additional text

- Ability to provide a level of monitoring that would flag eg. connection point with another tool was failing.
- Capability to independently build, configure and tweak call flows and mobile devices via a URL
- Clear product roadmaps.
- Numerous environments to allow change management.
- Experience of integration with other third party technology. eg. Avaya, Cubic and Geomant.
- IVRs and accompanying functionality that will route callers including; DTMF, voice, hour nodes, switch nodes, target connection points, audio nodes and IVR menus, with traffic in excess of 6 million minutes per period.
- Functionality that will ensure that CCO remain Payment Card Industry (PCI) compliant when handling Contactless Payment Card (CPC) enquiries, in line with DPA and GDPR.
- Self-service functionality that will protect CCO from >250 hours of manual work per period
- Availability of >99.5% across technology.
Current contract end date: June 2019
New contract to be in place by: Circa - October 2018
Possible supplier day: Month of March 2018 - Potentially within the first 2 weeks

About the buyer

Contact name

Andrew Walsh

Address

14 Pier Walk
London
SE10 0ES
United Kingdom

Telephone

+44 2030547710

Email

andrewwalsh@tfl.gov.uk

Website

https://tfl.gov.uk