RFT for Provision, Support and Maintenance of Query Management, Knowledge Management and Telephony Solution.

Description

The RSA invites responses to this tender for the supply and support of an integrated Query Management, Knowledge Management and VoIP Telephony Solution. The objectives are to establish the Customer Call Centre as a centre of excellence for handling queries from customers and the public, and to deliver a modern VoIP Telephony Solution for organisation-wide communications which removes the reliance on fixed line ISDN services. The solution will transform our operational processes for managing customer queries and requests for information and should cater for all existing current and future modes of queries (e.g. phone, e-mail, social media, webchat, etc.). The scope of the tender includes implementation services to establish the Solution and ongoing support and maintenance services for the Term of the Contract.