Low Code Development & Contact Telephony Platform

Description

Low-code development platform that will enable the council to develop bespoke case management solutions Lot 1: Low-code development platform that will enable the council to develop bespoke case management solutions. The platform will enable the council to provide 2 customer portals, one for citizens and a second for businesses and organisations, allowing users to request services. It will be used to provide all externally facing digital forms. Integration solution that will facilitate the transfer of data seamlessly between systems whether on-premise or cloud-hosted. Provision of a modern cloud based telephony platform that provides seamless, omni channel customer contact, with intelligent call routing, integrated call recording, and real time analytics. System to support skills based routing, queue management, and automated self service options, helping ensure that customers are connected to the right service area quickly and efficiently. Robust reporting capabilities to help teams monitor performance, understand customer demand, and improve service delivery. The solution integrates with the low-code development platform to provide agents with relevant contextual information during interactions, support remote and hybrid working, and deliver a consistent customer experience across voice and digital channels. Scalable, reliable, easy to administer system capable of supporting future enhancements as the council’s customer contact needs evolve.