Customer Engagement Platform · UK public procurement notice

NIE Networks have a requirement for provision of suitably qualified and experienced organisation(s) to provide a Customer Engagement Platform, can also be referred to as a Customer Relationship Management System, which has the following capability (but not limited to):

• Ability to integrate with other systems / applications without the need for extensive and complex bespoke development
• Digital Engagement - support a breadth of synchronous and asynchronous conversations across digital engagement channels. Channels include but are not limited to SMS, Live Chat, Chatbot and messaging (Whatsapp, Facebook messenger etc)
• Ability to link master customer records and interactions from different communication channels - e.g. Phone / Whatsapp/ Text etc. and provide a single view of the customer.
• Ability to store preferred communication channels
• Ability to update and manage Priority Services Register and interface with messaging and/or API services to receive Priority Services information.
• Ability to facilitate analysis and insights into customer behaviour and output customer analytics including Voice of the Customer.
• Enhanced Reporting Capability to deliver insights and reports on customer behaviours and reporting on customer interactions by category/ type/ volume by way of example
• Ability to maintain user personnas (Customer Journey)
• Ability to accept facilitate customer interactions / workflow for the following areas = Complaints / Queries

-Knowledge Management and Agent Desktop support

• Hosted in UK/EU, Compliant with Cyber security regulations and GDPR practices

The potential procurement of the Customer Engagement Platform Project may be launched under a separate process. Please note a separate Call for Competition in form of Contract Notice may be published on eSourcingNI. Any interested parties will still be required to apply separately if/when launched & expressing an interest in the market engagement shall in no way be accepted as registering an interest. Additionally, expressing an interest in the market engagement will not be a prerequisite in relation to the potential future tender competition. Please note this is not a Call for Competition.

In order to maintain a suitable list of suppliers please also provide a short description of your experience in this area. NIE Networks may shortlist attendees of the basis of direct relevant experience only.

In addition in the event of the required being over subscribed NIE Networks will restrict the total number of attendees to the first 10 suppliers who demonstrate direct relevant experience. Additional information: Project S1227 has been created on eSourcingNI; where parties can register their interest to attend the session. The ONLY way to register is via the secure messaging function in the project, by providing names of representatives from your organisation who will attend and a brief description of your organisations direct relevant experience.