25016 Market Engagement Telephony & Customer Relationship Management (CRM) system for Cambridgeshire County Council, Customer Services Centre Market Engagement

Description

The Customer Services Centre (CSC) at Cambridgeshire CC is staffed by 64 FTE across a range of roles and currently use a range of systems including Dynamics 365 CRM, Cirrus telephony solution and Q-max Workforce Management (WFM) system, Granicus online forms, as well as a numerous line of business systems. CSC currently uses Dynamics 365 CRM, and separate telephony and WFM systems. Added to this, they have a number of line of business systems, most notably for the Blue Badge and Concessionary Bus Pass processes. The Council would like to ascertain what options are available with regards to other systems that can provide a CRM, telephony and WFM functionality. This exercise will assist the Council in determining the next steps in developing any potential procurement documentation, the functionality of the systems available and routes to market. It will also enable a cost comparison against the potential continuation of the Dynamic 365 CRM as part of the decoupling process for Peterborough City Council that the service area has been undertaking Keywords: Information Technology, Customer Relationship Management System, Telephony