Transport For Greater Manchester (Tfgm) Is Undertaking A Market Engagement Exercise To Inform The Development And Procurement Of A Customer Care Of The Future (Ccotf) Solution.Tfgm Is Seeking To Modernise Its Customer Contact Capabilities Through The Implementation Of A Cloud-Based, Omnichannel Customer Contact Platform, Which May Include Contact Centre As A Service (Ccaas) Capabilities And An Integrated Customer Relationship Management (Crm) Solution, Or The Ability To Effectively Integrate With Existing And Future Crm Platforms.The Future Solution Is Expected To:•Enable End-To-End Customer Journey Management Across Multiple Channels•Integrate Effectively With Tfgm’S Line-Of-Business Systems And Third-Party Operator Environments•Support A Scalable And Adaptable Service Modeltfgm Is Particularly Interested In Solutions That Demonstrate Mature, Production-Ready Ai Capabilities Available Today, Including:•Intelligent Routing And Triage•Virtual Assistants And Chatbots•Agent Assist And Real-Time Guidance•Automation Of Repeatable Customer Interactionsthis Engagement Is Intended To:•Validate Tfgm’S Proposed Direction And Scope•Understand The Capability, Maturity, And Flexibility Of The Market•Inform Procurement Strategy, Solution Design, And Commercial Approach
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