Integrated Telephony Solution for NCS Network National Citizen Service Tender Closes 2nd September

The National Citizen Service (“NCS”) was set up by the Government in 2011 to tackle some of the biggest social challenges in the UK. Through a wide range of community programmes and projects for young adults, it looks to build social cohesion, mobility and engagement.

NCS have been using Salesforce for the last 5 years and have had integrated telephony platform for 3 years. The Trust has built up our contact centre experience as an organisation and need to scale the implementation to be able to work with a wider range of organisations and increased support for remote agents and complexity of routing.

NCS want to procure a solution that will co-terminate with our Salesforce contract in approximately 2 years 5 months with a commencement date of 1st August 2020. The expected value of the contract is anticipated to be valued at £400,000 – £600,000 per annum.

The required outputs of this service should be inclusive of but not limited to;

Capability to be able to make phone calls and automatically log these in Salesforce.
Able to record calls securely in order to review at a later date
Fully integrated PCI payment system that deals with stopping and resuming the call recording.
Automatic dialing of lists stored within Salesforce.
Capability to be able to dial from static lists/reports in Salesforce.
Capability to be able to route to advisors based on criteria within Salesforce.
Capability to be able to have context specific IVR messages based on data within Salesforce.
The functionality for customers to be able to leave voice messages and to be securely stored
Reporting suite that makes use of internal Salesforce & Einstein reporting.
Monitor usage, agent utilisation and workforce and provide reporting.
Compatibility with workforce management systems.
The ability to be able to pop the right screen within Salesforce when a call comes in.
Ability to be able to create transcripts of calls for analysis.
Ability to be able to define & automate customer contact strategy.
Gamification & wallboards.
The ability to be able to identify and present a local phone number in different regions.
The solution should easily integrate within the Salesforce UI. The solution should be usable to advisors that are both experienced and inexperienced.
The solution should be able to be scalable and flex and shrink with demand. Upto 1,500 users at peak and down to 500 at low periods.
The solution should be highly maintainable.
High uptime for contact centres that are mission critical and require high availability.