Expression of Interest - Omnichannel Contact Solution

Description

This is a call for Expressions of Interest ("EOI") pertaining to an intended procurement exercise by THA. This is not a call for competition at this stage. THA are currently reviewing and developing a requirement for the provision of an "Omnichannel Contact Solution". As such, THA wishes to engage with the market, both to understand the scope of suitably qualified and capable providers for an interoperable and integrated solution within the market, and to help inform on its planned procurement strategy. Together Housing understands an omnichannel contact centre solution as a solution through which a customer service function can utilise contact centre software to handle interactions with customers through multiple contact channels, in a way that allows customers to seamlessly switch back and forth across channels. These channels might include (but are not limited to) phone, video, web chat, email, text (SMS), WhatsApp and social media. A consistent experience across customer service channels and for the transaction history to be available at every touchpoint is required, and the intended purpose behind the planned procurement of an Omnichannel Solution. At this stage THG is open to cloud, on premise or a hybrid option. As part of the procurement and implementation of the solution, THA is also exploring the option of consolidating all interlinked and interoperable elements, that would support an Omnichannel solution, within a single procurement and contractual agreement. Such elements (together the overall "Omnichannel Solution Service Provision") include: • Inbound SIP telephony • PCI-DSS SAQ-A compliant • Non-GEO 0300 inbound platform • Full Disaster Recovery • Underlying agent telephony with Microsoft Teams consideration • Multi platform access • Microsoft Power Platform and Dataverse integration Such provision is in support of the ongoing modernisation of THA's digital product suite and will create efficiencies and better customer service using the best-in-class products available. This Expression of Interest exercise is intended to: - Engage with the market to understand the support capabilities for our requirement. - Develop an understanding of suitably qualified and capable support providers for an Omnichannel Contact Solution. - Develop a wider understanding of available Procurement Routes and Routes to Market. - Develop an understanding of what information that market would require from Together Housing for any Future Procurement exercise. Prospective organisations who wish to express their interest must ensure that they have completed and returned the document attached to this notice, to the email address within the document, with all questions completed and responded to with the document, in advance of the EOI Closure deadline.