Provision of a Multi-Channel Contact Centre and Telephony Service for Social Security Scotland

Description

Social Security Scotland (SSS), provides services to citizens throughout Scotland and as part of the customer facing element a Telephony and a Contact Centre Platform is required. A contract with an external service provider for the provision of Multi-Channel Contact Centre and Telephony Service for Social Security Scotland. The contact centre platform shall provide the ability to provide access and workflow for multiple channels; telephony, SMS, Chat, Remote Assistance, email and, is capable of Computer Telephony Integration (CTI) with existing and future benefit delivery platforms, as part of the roadmap. Additionally, tools will be embedded to allow efficient workforce management in the Contact Centre and enhanced performance management and management information to track measureable improvements.