NP04725 Vaccination Service Contact Centre

Public Health Scotland require a cloud based Contact Centre that by necessity will need to deliver service to up to an estimated 2000 staff members, mostly working from home. The exact number of agents is unknown and will be driven by infection and re-infection rates in the expected “second Spike”. Current Estimates on the required number of agents range from 50 – 2000. These Agents will require a Contact Centre with all normal enterprise Contact Centre functionality plus some specific routing and call handling requirements:

1. IVR routing that will direct calls to a “local” team for each of the Scottish health board regions
2. Easily Adaptable IVR messaging – delivering up to date information at the start of the call
3. Call Queuing based on Agent skills and experience for specialist enquiries
4. An outbound dialling capability to queue calls from a list created by the NHS NSS Hub Case Management System based on ServiceNow CSM.
5. Integration with this NHS NSS Hub to update client details and case notes following a call
6. Initially this Contact Centre will use voice channels only.
7. Contact Centre Agents will require access to supervisory teams.
8. Public Health Scotland Management Team will need regular, accurate reports on call volumes and other KPIs and the ability to auto generate reports and distribution to key stakeholders.
9. Agents, working from home will need both a contact centre agent desktop but also the telephony platform to make and answer calls. A unified Communications client, soft-phone, headset and DDI line.
10. Given the nature of this requirement, a rapid deployment is needed.
11. The Call Tracing Service will be in place for a minimum of 3 months and potentially up to 12. 12) Flexibility is a must, and a consumption based commercial model is preferable